“Developing Best Practices to Improve Agent Performance...
Transcript of “Developing Best Practices to Improve Agent Performance...
We will begin our Webinar at approximately 1:01 PM EST
“Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights”
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Educational Webinar is brought to you by
www.EngagementOptimization.com
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Today’s Educational Webinar “Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights” is sponsored by the following partners:
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“Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights”
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Today’s Agenda
1. Explanation of how Interaction Analytics Work
2. Leveraging Analytics to improve Agent Performance/Results
3. D #1
4. D #2
5. D #3
6. Summary
7. Q&A
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Transcription &
acoustic measurements (redacted)
Use case specific
automated tagging (language patterning)
Compliance, behavior &
targeted coaching and
marketing insight
Use case specific
Scoring, trending
& tracking
100% Interactions
Audio
Values
Metadata
Values
Agitation Chats
Surveys
Text
Messages
Emails
Word Tempo
Silence
Agent Info
IVR Details
Caller Info
CRM Data
WFO Data
Calls
With metadata
Automated Interaction Analytics - Explained
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Compliance, behavior & targeted coaching insight
Use case specific scoring & tracking
100% Interactions
With metadata Transcription & acoustic measurements
(redacted)
Use case specific automated tagging (language patterning)
Thank you for calling ABC Bank. How can I help you?
This is my third time calling! You overcharged me on my last bill. I need to speak with a manager
May I confirm your name, address , and last four digits of your social security number?
I’ve already entered my account information in the IVR! You people are useless!
Proper Greeting
Right Party Contact
Empathy Payment Language
Dissatisfaction Agent Effectiveness
Politeness Churn Language
Close Language
Automated Interaction Analytics - Explained
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Transcription & acoustic measurements
(redacted)
Use case specific automated tagging (language patterning)
Compliance, behavior & targeted coaching insight
100% Interactions
With metadata
CALL OPENING
72
UNDERSTANDING
HIGH
EMATHY
LANGUAGE
76
EFFICIENCY
RATING
OPTIMAL
DISCLOSURE
LANAGUAGE
HIGH
CALL CLOSING
MEDIUM
Use case specific scoring & tracking
Automated Interaction Analytics - Explained
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But First, a Question…
When you are coaching your agents how many sources of data are you using? 1 Source: Supervisor Opinion
2 Sources: Agent Opinion- Supervisor Opinion
3 Sources: Agent, Supervisor and CSAT-Voice of the Customer
Insights from Interaction Analytics
4 Sources: Agent, Supervisor, Interaction Analytics and Peer to Peer
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Developing Best Practices to Improve Agent Performance through
Interaction Analytics Insights
3 D’s 1. Data
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Data - Getting the right information to coach from.
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Other data sources
The Advisor How did I do? What went well? What could be even better if..? The Customer CSAT, NPS, NES…
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Risks without Data
Subjective coach opinion: “What I think…”
Lack of impact: No visibility of customer feedback (so what, who cares?)
Needle in a haystack: time consuming 1% manual analysis (not representative)
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Evaluating the Data – Quality Framework
Make the Framework Omni-channel compatible
Avoid tick boxes and ‘rules’ that kill common sense, rapport and personalization.
E.g. ‘Is there anything else I can help you with today?’
Provide background guidance as to ‘how’ to do the behaviour and ‘why’ it is important.
Incentivize service and sales performance with the Framework
Make it catchy, memorable, front of mind and themed.
Provide training to launch and support success.
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Case Study: Autoglass® Quality Framework
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Framework Design
Compliance Conversion
Control Customer
Advisor
Manager
Bra
nd
ed
as
:
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Project Steps:
1. Redesign the Framework to drive the correct behaviours that will improve customer experience, increase sales, reduce AHT and achieve compliance.
2. Test and pilot the Framework across voice, chat, email and social.
3. Train the Managers and Coaches in how to use it and refresh coaching skills.
4. Launch the branded project with communications, highly engaging themed classroom training and interactive e-learning.
5. Evaluate results, operationally and Quality scores.
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Targets and Benefits
Compliance
Target 100%
• Improvement across all 9
criteria
• Support from an external Audit
perspective
Conversion
Target 81% Sales
• Aim to improve Appointment
rate and Retention rate
• Maintain focus on declaring all
Opportunities
Control
Budget <420secs
• Aiming for a reduction of 30
seconds
• Closer control, minimising
“range”
• Reduction of Red Contacts
Customer Target 80% of advisors
>75% excellent scores
• Close the gap on technician
scores
• 33% of Advisors scored >90%
Excellent or Good
Employee Engagement
improvement due to investing
in our people
Lower Turnover and absence
rates
Link to Reward and
Recognition – in future a
qualifier for Bonus…
Performance management tool
for development
Delivery of Financial benefits
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Scorecards
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The 360 Scorecard
Advisor ‘self-selects’ and ‘self-scores’ immediately
Increases credibility Provides alternative
viewpoints Adds impact/weight Highlights ‘blind’ spots Removes coach as ‘bad cop’ Encourages change
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Another Question…
How frequently are you having coaching sessions
per month per agent? Adhoc
1-3
3-5
6 or more per month
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Developing Best Practices to Improve Agent Performance through
Interaction Analytics Insights
3 D’s 2. Discussion
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Definition of Coaching
Coaching is not teaching. It is about
increasing performance and making a
difference. However, it requires no
technical expertise or familiarity with
the subject matter. Coaching is a
process that facilitates change and
development. It is about helping
individuals and teams invent the
future. (Chakratovy et al 2001, p11)
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What coaching isn’t… • Telling someone
what to do,
• a panacea for all ills,
• therapy,
• counselling,
• doing it ‘for’ someone,
• giving answers.
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INTEGRATING INTERACTION ANALYTICS INTO YOUR COACHING PROGRAM
Configure for specific language and behaviors
Leverage Instant Insights for common metrics
Build targeted scores
Compare groups and agents
Identify opportunities for improvement
Quickly find & flag coachable moments
Score your contacts automatically
Agent/CSRs
Quality Analyst
Supervisor/Coach
Analysts configure Eureka to score agents according to your organization’s standards
Insight and accuracy into the performance of your workforce
Complete the performance feedback loop with meaningful, actionable insight that both coaches and
agents can use to optimize agent performance
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“The answers are on the inside and the role of the coach is to unlock them from the outside.”
A. Gilbert
It’s all about Questions
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Forward Feed
29
Imagine you’ve achieved
your goal. What does
that look/feel/sound like?
How did you get there?
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Backward Feed
30
Have you ever had a
situation where you’ve
had to make an important
decision before? How did
you do it?
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Drill Down Deeper
31
Why? Why? Why? Why? Why? Don’t just accept the first answer. What else could you do? What else could you do? What else could you do? Who/What/When/Where/Why/How? But: Don’t drill into personal/emotive topics. If floodgates open then the rational brain leaves the building!
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Competence/Skill TRUE:
Do they know how to do it?
KNOWLEDGE
How well can they do it?
SKILL
Have they done it recently?
EXPERIENCE
Training: Have they been shown what to do?
Role Perception: Is their view of the goal or task aligned
with yours?
Understanding: Do they understand the task?
Experience: Have they successfully performed the
task/role recently?
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Commitment/Will WISC:
Do they believe they can do it?
CONFIDENCE
Do they want to do the task?
MOTIVATION
Willingness: Are they willing to perform the task?
Incentive: What’s in it for Me/For them?
Security: What are the consequences of failure?
Confidence: Do they believe they can do the task?
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Golden rules of contact centre coaching…
Don’t cancel coaching when you are busy
Build Advisors up, don’t knock them down
Regularly calibrate coaching amongst coaches to ensure consistency
Ensure coaching results in action plans that are supported and linked to performance reviews
If you can’t find any room for improvement say so! Make that rewarding!
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Don’t Forget Daily Discussions…
Don’t over complicate simple conversations
Make it timely
Seek to understand then be understood
Let them save face
“I’m glad we’ve got a few minutes, I wanted to understand a bit more about that last
call you took, it sounded like it might have been a tricky one. Can you fill me in?”
“I heard the volume go up on that call, can you talk to me about what was
happening?”
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Developing Best Practices to Improve Agent Performance through
Interaction Analytics Insights
3 D’s 3. Development
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Development – Now what happens?
Induction On-the-job learning & coaching
Telephone Communication
Skills & Customer Care
Quality Framework
Detail
Skills Matrix Modules
Advanced Communication
Skills
Dealing With Difficult Calls
Sales Through Service
Qualifications Development &
Assessment Centres
Secondments
Internal Succession
Planning and Recruitment
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Development…
What if we
train
people and
they leave?
What if we
don’t train
people and
they stay?
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Development Basics
Keep an updated Skills Matrix.
Blended learning –fun classroom, e-learning, coaching, action sets etc.
Self-directed learning culture.
Dedicated contact centre training resource.
Measure ROI of training activity against metrics.
Be clear about what is a training need and what isn’t.
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In summary, Contact Analytics can play a significant role as part of the “3 D’s” of a comprehensive coaching program in developing and retaining quality agents
Using Contact Analytics “week over week” trending scores can help spot issues that impact performance in both your novice and valuable seasoned agents.
Instituting a consistent, bi-directional coaching program fueled by Contact Analytics can help catch, counsel and correct agent behaviors or trends
Contact Analytics can then be used post counseling to determine coaching effectiveness, recognize progress or additional course correction to optimize agent performance
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Educational Webinar is brought to you by
www.EngagementOptimization.com
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Today’s Educational Webinar “Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights”
is sponsored by the following partners:
Proprietary & Confidential, CallMiner Inc.
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