F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
NewVoiceMedia
12,000 + agents
Public Trust Site
25% of agents outside UK
300+ contact centres in 30 countries
99.999% Uptime (SLA)
10-1,000 customer seat range
“Customer satisfaction is critical to our business, so we wanted
the best technology known to man.”
Dwain McDonald, CEO
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Upstream & Downstream Mgt
u p s t r e a m
Customer Effort
d o w n s t r e a m
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Upstream & Downstream Mgt
Litigation/
Social Crisis
u p s t r e a m
Customer Effort
d o w n s t r e a m
Litigation
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Upstream & Downstream Mgt
Complaint
u p s t r e a m
Customer Effort
d o w n s t r e a m
Complaint
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Litigation
Upstream & Downstream Mgt
2+ time
resolution
u p s t r e a m
Customer Effort
d o w n s t r e a m
2+ time
resolution
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Complaint
Litigation
Upstream & Downstream Mgt
Multiple
transfers
u p s t r e a m
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
Upstream & Downstream Mgt
st
1
time
resolution
u p s t r e a m
1st time
resolution
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
Upstream & Downstream Mgt
Customer
Situation
Is
Recognised
u p s t r e a m
Inbound
Situation
is recognised
1st time
resolution
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
Upstream & Downstream Mgt
Customer
Need
Is
Anticipated
u p s t r e a m
Outbound
Inbound
Need
Situation
is anticipated is recognised
1st time
resolution
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
Upstream & Downstream Mgt
Need for
Service
is
Removed
u p s t r e a m
Need is
removed
Outbound
Inbound
Situation
Situation
is anticipated is recognised
1st time
resolution
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
Upstream & Downstream Mgt
u p s t r e a m
Need is
removed
Outbound
Inbound
Situation
Situation
is anticipated is recognised
1st time
resolution
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
1. Analyse and track each bucket
• Work out average and projected annual costs for each category
2. Use advisors/TLs to crowd source tactics that move the dial from
right to left
• Incentivise/ gamify making progress
3. Figure out what would have to be done in order to remove the need
for 50% of inbound traffic
• Do as an away day exercise to question everyday assumptions
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Visualising Service Knowledge
1.
2.
3.
Use images to link to your most popular questions answered in
your knowledge base
Use slideshows to walk customers through longer step by step
processes
Create short videos (no more than 2 min.) introducing new
products or enhancements to your service
Voice – Text – Video
Advisor
Email
Smartphone
Virtual Advisors
Chat/Messaging
FAQs
IVR
Social
Visual Advisor
©Brainfood Consulting 2013
LIVE – ASSISTED SERVICE – SELF SERVICE
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Michael Pace
Visualising Service Knowledge
Original graphic
Strong headline
Teaser
Source: http://readwrite.com/
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
SEO Service Knowledge
Search for your self service content. How easy is it to find?
• Direct link to right topic
• Directed to web site FAQ area
• Nothing
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
SEO Service Knowledge
Video Title
• Make a long title so that you can include your full keyword You get a slight video SEO
boost by putting your keyword at the beginning of the title
Description
• Your description is key. Google and YouTube can’t “listen” to videos, they rely on
your text description to determine your video’s content
1. Put keyword into URL
2. Include your keyword in the first 25 words
3. Make the description at least 350 words
4. Include your keyword 3-4 times
Get Video Views
• The #1 ranking factor for YouTube’s search engine is the number of views a video
gets
• Build views for new videos through proactive advisor recommendation and featuring
new videos on the web site
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Pushing Self Service
Can inbound
topics
be grouped by
customer
segment?
If so, can others
in same segment
be
proactively
messaged?
u p s t r e a m
Outbound
Inbound
Need
Situation
is anticipated is recognised
1st time
resolution
Customer Effort
d o w n s t r e a m
Multiple
transfers
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
2+ time
resolution
Complaint
Litigation
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Who Is Late?
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Lateness & NPS
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Consequences
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Mobile Case Mgt & Comms
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
1
2
3
Who Defines Quality?
For Which Outcomes?
From What Inputs?
e.g.
Customers
Regulators
Leadership
Advisors
Others
e.g.
Performance
Compliance
Improvement
Innovation
e.g.
External Surveys
Internal Surveys
Evaluations
Analytics
e.g.
Metrics
Behaviours
Feedback
Strategic
Quality
Framework
7
6
8
What Is Success?
How Is Quality
Improved?
e.g.
Performance Mgt
Coaching
‘Fixing It’
Best Practice
Why Get Involved?
e.g.
Recognition
Reward
Career
Belief
4
What Drives Quality?
e.g.
Process Based
Systems Based
Needs Based
Self Managed
5
Who Gets Involved?
e.g.
Leadership
Team Leaders
Quality Team
Peer to Peer
Analysts
32
R e f u e l l e d
b y
r e c o g n i t i o n
Purpose
Meaning
Energy
Extra
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e
Purpose
Mastery
Autonomy
F i v e W a y s To Tu n e U p Yo u r C a l l C e n t r e