Good Morning, my name is Wendy Moro and I am the manager of the Member Services department at COSE – The Council of Smaller Enterprises. For those of you who may not be familiar with COSE… (slide)
(Insert Exterior building pic) COSE is one of the largest small business support organizations in the country with 15,000 member businesses. Since our creation in 1972 our mission has been simple…we help small businesses succeed. And we do that in a number of ways: first, we connect our members to each other to help them find the peer-based support and resources they need to thrive; secondly, we save them money on the costs of doing business by leveraging their collective buying power; and finally we serve as their voice on important legislative issues in Washington D.C., Columbus and City Hall. COSE represents 15,000 small businesses working together as one unified organization! COSE, along with our parent organization, the Greater Cleveland Partnership, also act as the Greater Cleveland Chamber of Commerce.
I have been with COSE a relatively short time, about a year and a half, however, I have always held positions in customer service and previous to COSE I held various customer service management positions with the Hertz Corporation. One of things that is unique to me in my COSE experience is the latitude and the impact I directly have on the organization’s Member Services (customer service) initiatives and how programs impact the member’s experience. I feel I have the ability to be a customer service superhero or more importantly, I have the ability to create customer service superheros in my staff!
As I mentioned, COSE (review).
3 General Service Specialists Serve as the first point of contact with the organization for member support and service. 4 Insurance Specialists Provide the highest level of customer service for enrollment and premium billing questions of new and retention of existing small groups for medical, dental, vision, and life insurance products. By popular standards, we are considered a Micro Call Center.
The existing Quality Assurance program had some solid components (review bullets) and I recommend the use of all of these listed with the exception of having the program facilitated by a staff member. Peer evaluations can work as a component of your QA program, however, to truly monitor, diagnose and correct behavior, a supervisor needs to be hands-on in the QA monitoring process. I took over the monitoring of the calls using the existing monitoring sheet and allowed the team to “feel” what I was looking for and how the process will work. A few months later, I introduced a revised QA Monitoring sheet. That I will pass around for your review.
(Filler for distribution of the QA Monitoring sheet)
The new QA Monitoring sheet includes the following enhancements: The sheet is divided into specific sections that identify specific skills (review) Specific, required call dialogue Communication Skills; these are more of the soft skills, however, most important, especially when dealing with customers who are, let’s say, more animated. The procedures section includes specific tasks that are required operationally. Call Resolution is all about the caller making one contact, with one staff member and getting their issue resolved. Member Engagement, loosely resembles sales or product add-ons, although for us, at this time, for our organization’s purposes, it rarely includes a direct increase in revenue. As an organization , we place a daily focus on our Core Values. The values are incorporated in employees annual and other reviews and these values are reviewed at the beginning of each Monday morning staff meeting.
(Insert pic of Monday Stand-Up Meeting) Monday Morning Stand-Up or staff meetings are brief, rather informal gatherings of all staff, designed to inform everyone of the coming week’s events, discuss previous happenings and recognize staff for displaying the COSE core values through their daily activities.
During the meeting, staff members are recognized for “Supporting the Cause”. Here’s a couple of examples of what this recognition looks like. When staff members are “caught” displaying the core values, they receive public recognition.
Here is an example of a staff member’s recognition for a member’s (customer’s) thank you note.
The notes on this slide read: They are not completely “off the hook” yet, but a big thank you from Member Services to Alice, Ginny and Lori for assisting with the renewal calls during the month of June! I recognized these individuals for assisting us with the increased call volume during out busy renewal season.
You may have noticed on the previous slide, the COSE SHARRp values are (review). You’ll notice that these values are also reflected on the QA monitoring sheet you have in front of you. If you want your company’s mission, your organization’s values to become part of your culture, that vision must permiate all your group’s activities throughout the day. As you can see, these values are reflected throughout the QA monitoring sheet.
The QA Monitoring sheet includes a basic scoring system; you either “ace it” by being Perfect, you are acceptable or you need improvement. In addition to a revised monitoring sheet, we also incorporated procedural changes to the QA process.
The new components included (review 2 bullets), and includes a QA incentive contest…
The structure of the incentive program includes (review).
Each individual employee who achieves 95% or better average QA scores for the month, receives a $100 award. The employee has the opportunity to earn this award every month of the year, therefore, allowing a annual $1,200 bonus for providing exemplanary customer service. The big question, what have been the results?
Since Jan 2011, the average QA score for the team has improved from 74% to a high of 95% with consistent results of 92% or higher average monthly scores.
The number of individual staff members that are achieving the standard 92% or higher has improved 27%!
Cose QA Presentation
Member Services Quality Assurance
Background Story <ul><li>COSE the Council of Smaller Enterprises </li></ul><ul><li>Provides support to small business owners </li></ul><ul><ul><li>Networking & Education </li></ul></ul><ul><ul><li>Products & Services </li></ul></ul><ul><li>The Greater Cleveland Chamber of Commerce </li></ul>
Background Story Cont’d. <ul><li>The Member Services team consists of 7 staff members and a manager </li></ul><ul><li>MS team members employ excellent problem solving skills to provide resolutions quickly to inquiries received via phone, email, and written correspondence </li></ul><ul><ul><li>3 General Service Specialists </li></ul></ul><ul><ul><li>4 Insurance Specialists </li></ul></ul><ul><li>Micro Call Center </li></ul>
Existing Quality Assurance Program <ul><li>Included a QA Monitoring Sheet </li></ul><ul><li>Included Random Call Selection </li></ul><ul><li>Included a One-On-One review </li></ul><ul><li>Included QA Call Tracking </li></ul><ul><li>QA Program was facilitated by a staff member </li></ul>
Lori Phillips Thank you so much Lori for your quick response. You have been very helpful!!!!!! It's wonderful to connect to a person and a voice on the phone AND get a quick response! Thanks again and have a wonderful day! Debbie Hocevar Sani-Draft Company
S incere H ELPFUL A ccessible R esourceful Res P onsive THANK YOU!
Additional QA Components <ul><li>QA Program is facilitated by a supervisor </li></ul><ul><li>In addition to the random calls selected by the supervisor, each staff member is required to select and submit a given number of his/her own calls for QA monitoring </li></ul>
QA Monitoring Structure <ul><li>The manager selects 6 calls per month for each staff member. </li></ul><ul><li>3 calls are selected prior to the 10 th and reviewed with the employee prior to the 15 th of the month. </li></ul><ul><li>3 calls are selected between the 15 th and 25 th and reviewed with the employee prior to the end of the month. </li></ul>
QA Monitoring Structure – con’t. <ul><li>The individual employee selects 4 of his/her own calls per month. </li></ul><ul><li>2 calls are submitted 10 th and reviewed with the employee prior to the 15 th of the month. </li></ul><ul><li>2 calls are submitted between the 15 th and 25 th and reviewed with the employee prior to the end of the month. </li></ul>
QA Monitoring Structure – con’t. <ul><li>Each employee has a total of 10 calls per month that are reviewed for QA. </li></ul><ul><li>5 calls for the first half of the month and 5 calls for the second half of the month. </li></ul><ul><li>The review of the recorded call, the review of the QA monitoring sheet and the one-on-on coaching conducted with the employee and the manager is the foundation of the QA program. </li></ul>
<ul><li>Total Possible QA Points = 100 </li></ul><ul><li>Acceptable QA Standard = 92 </li></ul><ul><li>Average required to qualify for Incentive = 95 </li></ul>QA Incentive Program