Building Client Satisfaction Through Your Call Centre

About SPONGE.
Sponge Global Learning is a consulting company that assists call centers in their service quality measurement and management efforts by providing the following products and services...

Call Centre Training & Development Service Quality Tracking CRM Tools Service Quality Management Training

Call Centre
Consultancy Service Quality
Call Centre Consultancy Program about?
Comprehensive 6 months Call center development initiative

Call Centre
Consultancy
Industries Types
Telecommunications Energy Call Types Transportation Inquiries Retail Orders Banks Sales Insurance Manufacturing Complaints Helpdesk Government Dispatching Credit

Access Types
Telephone Fax Website Email Chat Lines

Call Centre
Service Quality
Presentation Overview Goals Methodology Approach Best Practices Balanced Scorecard

Customer Metrics

Employee Metrics

Program Goals

Call Center Mission Call Center KPIs Training Coaching Satisfaction ratings for key customer and employee attributes Cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes Benchmarking customer and employee satisfaction and operational performance Targeting opportunities for key customer and employee attributes improvement Best practices for achieving high customer and employee satisfaction

Quality Monitoring
Walk Around Side by Side Plug In Silent Monitoring Record & Review Voice & Screen
Best practices for achieving high customer and employee satisfaction

Evaluation
Peer Mentor Team Leader Supervisor Quality Team Outsiders
Best practices for achieving high customer and employee satisfaction

Methodology

Measuring

Operations

Call Centre
Service Quality Metric Alignment

Employee Survey

Customer Survey

Metric Alignment Call Centre Stats Call Coaching

Employee Methodology
Random sample or all the employees working at the
call centre are interviewed Interviews are conducted at the call centre or by telephone or email. Specific employee ratings and feedback does not get shared The call centre employee satisfaction interview is approximately 20-30 minutes The call centre employee satisfaction interview is a one-on-one focus group approach consisting key questions

Customer .
The call centre customer satisfaction telephone
survey is approximately 7 8 minutes Call centre customer satisfaction telephone survey is a one-on-one focus group approach consisting of key questions Telephone surveys are conducted within 1 to 5 days of a recent call centre transaction (Duration to be decided by the Client) Call centre survey sample size is is decided by the client.

Operations Methodology
Call Centre managers complete a service quality
operational questionnaire Questionnaire is based on 4 leverage areas that are needed to achieve service excellence (i.e. strategy, labour, measurement and technology) A tool is being used by sponge consultants and UAL management to determine the levels Call centre operational questionnaire captures crucial operational metrics areas (i.e. service levels, abandon rates, labour cost, calls handled, training days, etc)

Best Practices
Current Practices
Call Centre CSR Handles all Calls Employees are an Expense Script Focused Talk Time One Call does it all Technology used for Efficiency Internally Focused Limited E-Commerce Generalist Cost Centre

Best Practices
Customer Contact Centre CSR Handles Value Added Calls Employees are an Investment Customer Focused Call Quality One Contact does it all Technology used for Service Externally Focused Managed E-Commerce Specialist Profit Centre

Best Practices
Current Practices
Treated the Same Limited Data Base Limited/No Career Options Complaint Handling Internal Service Goals Limited or No Standards Company Driven Policies Limited Control on Bonuses Company Needs IVR/Voice Menu Call Compliance Mix of Part/Full Time Employees Limited Recognition

Best Practices
Customer Segmentation Comprehensive Data Base Formal Career Planning Complaint Handling/Managing Internal & External Service Goals Customer Service Standards Customer Driven Policies Aligned to Customer Satisfaction Customer Driven IVR/Voice menu Employee Development Most Employees are Full Time Informal/Formal Recognition

Call Centre
Adopted from Balanced Scorecard

Customers

Employees

Operations

Financial

Call Centre
Balanced Scorecard
Key Metrics
Customers
-Customer Satisfaction -Customer Contribution -Ease of Contact -Voice Menu -Automated Voice Menu -Rep. Courtesy -Rep. Clarity -Rep. Knowledge -Rep. Helpfulness -Call Resolution -Complaint Resolution

Employees
-Employee Satisfaction -Employee Commitment -Training -Career Opportunities -Rewards Recognition -Monitoring & Coaching -Employee Morale -Management -Communication -Scheduling -Standards -Compensation -Software -Work Stations

Operations
-Telephone Service Factor -Speed of Answer -Abandon Rate -% of Calls resolved in IVR -Busy Signal -Talk Time -Wrap-up Time -Calls Handled Per CSR -Call Monitoring -Adherence -Scheduling

Financial
-Cost Per Call -Daily Sales Per CSR -Cost Per Sale -CSR Salary -CSR Bonus -Span of Control -Employee Turnover % -Cost of a new CSR

Call Centre Service Quality Metric Alignment

Balanced Scorecard
Customers
Ease of Contact

Employees
CSR Calls Handled Per Hour

Operations
Telephone Service Factor Abandon Rate

Financial
Cost Per Call Value Per Call

Telephone Service Factor Voice Menu Voice Menu Transfers

Cost Per Call Value Per Call

Transfers IVR Transaction IVR Calls Resolved in IVR

Cost Per Call Value Per Call

Training Customer Care Coaching Call Monitoring

Cost Per Call Value Per Call

Training Call Resolution Coaching Lagging Leading 1st Call Resolution

Cost Per Call Value Per Call

Building a Team

Outbound Team Retreat

Best practices for achieving high customer and employee satisfaction