Incentives that Work - Call Centre Helper
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Presente r photo Presente r photo Incentives that Work Powering your Agent Motivation Programs with Interaction Analytics
Transcript of Incentives that Work - Call Centre Helper
Presenter photo
Presenter photo
Incentives that Work
Powering your Agent Motivation Programs with
Interaction Analytics
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Low Engagement Symptoms
• diminishing revenue recovery
• low net promotor score
• flat sales / declining sales
• high abandonment rate
• lost business to competitors
• elevated compliance risk
• low employee retention
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Common Causes of Agent Demotivation
✓ Inaccurate and unfair evaluations
✓ Limited opportunity for self-development
✓ No or misaligned incentives
✓ Limited opportunities for income growth.
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How Interaction Analytics can “Fuel” your Agent Motivation and Performance Improvement Programs
Fair & Unbiased Agent Performance Scoring and Feedback on 100% of Contacts
Underlying Metric Reporting for Agent Compensation Programs
KPI Feed for Gamification Programs and Platforms
4
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Powering Your Gamification Programs with Interaction Analytics
Customer Case Study
Performance Marketing Organization
Used IA KPI Outputs as Score Metrics for their
Gamification Programs & Campaigns
Campaign Results
✓ Reduced order cancellation rate by 2%
✓ Improved Agent Scoring by 5%
✓ Increased Weekly Average Agent Revenue by £9k
✓ Improved Agent Moral
✓ Improved Compliance Scores by 10%
Grand Prix Contest
Fantasy Football
Leagues(Executives select from
Agent Performers)
(Supervisor Drivers with
Agent Pit Crews)
(Top Agent Sales with
highest Script
Compliance Scores)
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Thank you for calling ABC bank. How can I help you?
This is my third time calling! You overchargedme on my last bill. I need to speak with a manager.
May I confirm your name, address, and last four digitsof your social securitynumber?
I’ve already entered my account information in the IVR! You people are useless!
[Proper Greeting]
[Repeat Language]
[Billing]
[Escalation]
[Agitation]
[Account Verification]
[Dissatisfaction]
[Over-talk]
language patterning & acoustics automated scoring
Agent Quality: 82
Churn Risk: High
Customer Satisfaction: 36
Efficiency Rating: Optimal
Compliance Risk: Low
Sales Effectiveness: High
speech recognition
Customer ID: 1298281
Call ID: 394802
Agent: Gabriel Nelson
Department: Saves
Supervisor: Jay Gatsby
Date: April 27, 2017 – 9:36AM
Direction: Inbound
Customer ID: 1298281
Customer tier: Gold
Customer ACV: £1,649
Products: Triple play
City: Surrey
Subscribe date: 8/23/2016
interaction metadata crm data
audio capture
customer interactions
contact analytics
Feedback
Analyze
Search, trend,
discover, compare,
report
Automated quality &
performance
management
API - Exporting
Data to 3rd Party
Applications
Top rank – Talk-down“Your Talk-down score is one of the highest on the team. Keep it up!”
results
How Automated Interaction Analytics Works
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Using Automated Analytics as a Principal Element in your Agent/Coach Sessions Improves Agent Retention & Performance
‒ Delivers a fair, non-subjective and universally applied scoring system on 100% of contacts
‒ Provides near real time targeting coaching opportunities to quickly address agent performance behaviours effecting customer satisfaction results
‒ Allows agents to see their scores and those of their peers too
‒ Ideal self performance feedback tool
‒ Provides the opportunity for agent & coach to gauge feedback success on next day’s activity
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Using Interaction Analytic Based KPI Scores as the Foundation of your Agent Compensation System!
Reward for Performance
Viewed favorably by regulatory bodies as the better system for agent compensation or incentives by rewarding the “Correct Behaviours”
Provides clear career pathway indicators for agent progression
Agents can self-coach by viewing scores and supervisors can focus on improving the agent scores
Customer Case Study
Hospitality Industry Company
Used IA as part of their “Reward for
Performance” Compensation Model
Results
✓ Reduced agent attrition
✓ Improved CSAT by 2.1%
✓ Improved FCR by 12.8%
✓ Improved agent quality scores by 19%
✓ Increased sales performance by 48%
✓ Achieved ROI in less than one year
✓ Scored an impressive 8.3 out of 10 in
Employee Satisfaction rating
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Results
Step 5
Proprietary & Confidential, Speech Analytics Inc.
Paul Weald
MCX
Contact Centre Innovator
Email:[email protected]
Frank Sherlock
CallMiner
Email: [email protected]
Tel. +44115 906 1142
www.callminer.com
Thanks!
