NICE Systems
            Project Management
            Certification Program




Orlando Moreno                      SYST...
1.0 Project Assignment



                                                   Sales or Pre-Sales




         Related e-mai...
2.0 Document Analysis / Order Follow-up




       A                                                                      ...
3.0 Project Status Report




                                                   3.0
                           B         ...
4.0 PM processes staging form




                                                                       4.2
             ...
5.0 Creation of Pre-Installation Checklist




                                                        5.2                ...
6.0 Introductory Call with Customer




                           6.1
                                                   ...
Pre-Installation




                                         Customer
                                                   ...
8.0 First Customer Conference Call
              8.1
     Provide Customer with
      NIce contact names
        and infor...
9.0 PM Adds Delivery Instructions to Project Order Configuration Form




                            9.0
                ...
Quality Statistics

 Quantifying Quality……..



                Sam
                Ann

                Bev
             ...
Quality and Productivity go hand in hand!


                                                       Mary
 10
              ...
QUALITY MEASUREMENT TOMORROW



 5 Critical stages to designing a
 rigorous quality management
 program




Orlando Moreno...
1. OBJECTIVE VS. SUBJECTIVE


number of calls reviewed
random collection of calls to be
 reviewed
who will review the c...
2. FAIR AND MEANINGFUL

Agents must trust the process being
 implemented - make them a part of it!!

 Ensure consistency a...
3. CLEARLY DEFINED EXPECTATIONS

Bold Goals cause Dramatic Results!
Did we meet.....exceed the customer's
expectations?
We...
4.FEEDBACK....

 Employees are entitled to know how well
  they are doing....
 Timely feedback....not 4 weeks later
 Regu...
5. ACTION...WHAT HAPPENS NEXT?

Focused training sessions
Regularly scheduled coaching sessions
Peer to Peer coaching time...
Elements of
MEASURING QUALITY !




Orlando Moreno    SYSTEMS LTD.
Elements of a Quality Survey


       Courtesy and Etiquette
       Handling Irate callers
       Listening Skills
    ...
Components of a Quality Evaluation


 Voice Quality        Introduction
    varied tone of      Greeting contained
   ...
Components of a Quality Evaluation

 Transfer Procedures           Hold Procedures
   Used benefit                  As...
Components of a Quality Evaluation


 Listening Skills        Handling Irate Customer

 Use active listening      Use ...
What Do We Find Out By QA Monitoring?


       ...You can't manage what you can't measure!!

          •   Customer handli...
Helpful Hints for your Evaluation

Categorize your Evaluation
    Standards
    Knowledge based
    Skill based

Cons...
Agent Benefits


 Agents know what is expected

 Individuals performance is based on
  their abilities...regardless of t...
Company Benefits

 Accurately identify individual training
   needs

 Effectively utilize educational $$$

 Ability to ...
Customer Benefits



 Consistent Service on every call

 First time resolution

 Each call to the Center represents a
 ...
What Users Say About Automated Quality Monitoring


  • Time saved through automatic collection of calls
  • Flexible sche...
Pitfalls to Avoid




No buy in from the Agents
Time….Time….Time
Process is missing
Lack of Consistency
Subjective Re...
Success Factors

Have a champion to manage the process
Develop precise procedures and ensure people
 adhere to them
Inv...
Summary

 Success factors for a Quality Program

 Pitfalls to avoid
 Implementation ideas to take back
    and use now
...
In Summary



                 Productivity     Quality




            Achieving the Balance
             • Importance of...
Everybody Wins

                 Agents




  Company                   Customers



Orlando Moreno                      S...
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Nice Flow Charts Prof Servs

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Nice Flow Charts Prof Servs

  1. 1. NICE Systems Project Management Certification Program Orlando Moreno SYSTEMS LTD.
  2. 2. 1.0 Project Assignment Sales or Pre-Sales Related e-mails & Project Order Customer Contract &SOW Site Profile P.O. correspondence Config Form Solution Quote 1.0 Director of Professional Services 1.1 Project Assignment to PM with documentation Designated Project Manager A Note: Bolded items above are mandatory Orlando Moreno SYSTEMS LTD.
  3. 3. 2.0 Document Analysis / Order Follow-up A B PM has all 2.0 PM analyzes required info documentation No Missing Any other P.O. Missing Yes Missing info on No No 2.2 configuration related documentation? YVRCommon? Sales info? questions? No Yes Yes Yes No PM has all 2.1 2.1 required info Contact Order Contact Sales/ 2.1 Has P.O. been Adm for addition PreSales Contact Order placed? Adm for addition Yes B 2.3 PM gathers shipping details PM has all required info B Orlando Moreno SYSTEMS LTD.
  4. 4. 3.0 Project Status Report 3.0 B PM completes initial Project Status Report 3.1 Initial Project Status Report Overview Open Issues Closed Issues New Features Site Doc Contacts C Orlando Moreno SYSTEMS LTD.
  5. 5. 4.0 PM processes staging form 4.2 4.1 TentativeSchedule Staging Form D C PM completes Technical Support confirmed with PM Staging Form (Aviv Bachar) Orlando Moreno SYSTEMS LTD.
  6. 6. 5.0 Creation of Pre-Installation Checklist 5.2 Customized Pre- Project Order Customized Pre- install checklis to Configuration install checklist be forwarded to Form Customer 5.1 5.3 Pre-Installation E Project Manager (Mark Deweerd) D 5.2 Site Prep-Guide to Site Prep-Guide be forwarded to Customer P.O. Orlando Moreno SYSTEMS LTD.
  7. 7. 6.0 Introductory Call with Customer 6.1 6.2 63 6.4 Pm introduces him or F E Review of PM's assessment of Identiy Customer contacts, obtain Discuss desired delivery date, Average herself as Nice Project Handlewhat Customer wants time contact information ship to and delivery address Manager 6.8 Updated Project Status Report PM updates Project Status Report 6.7 G 6.6 Secure possible times for 6.5 Inform Customer of what they conference call with Customer, F Discuss desired install and are to provide for training PM, Pre-Installation (Mark training dates classes (room, PCs, etc.) Deweerd), and Dealer, if E-mail to Customer, copy to applicable 6.9 Director of Professional PM documentsintroductory call Services (Yossi) to Customer Orlando Moreno SYSTEMS LTD.
  8. 8. Pre-Installation Customer 7.2 7.1 Pre-Installation Notification of G Checklist and Site H initial conference Preparation Guide call Dealer, if not a direct sale Tier 3, if available Orlando Moreno SYSTEMS LTD.
  9. 9. 8.0 First Customer Conference Call 8.1 Provide Customer with NIce contact names and information 8.2 8.3 Review Site Profile Review Pre- Installation Checklist 8.4 Review Statement of Work, if available Updated Project Status Report 8.5 Confirm Dlivery Date, Contac, and Ship-to Address Confirmed Delivery 8.0 I Instructions H First Conference Call 8.6 Confirm Installation Dates Installation and Training Dates 8.7 Confirm Training Dates 8.8 Gather Information for Trainer (Page 10 of Project Management Handbook) 8.9 Obtain directions to 8.10 install site Inform Customer about Uploader specs and data needed on first day of installation Orlando Moreno SYSTEMS LTD.
  10. 10. 9.0 PM Adds Delivery Instructions to Project Order Configuration Form 9.0 Delivery instructions Correctly Schedule added to Project Order I Delivery J Order Configuration Administration Form Orlando Moreno SYSTEMS LTD.
  11. 11. Quality Statistics Quantifying Quality…….. Sam Ann Bev Jan Lee Lori Agent Doris Sue Connie Joe Emma Dee Gene Linda 0 50 100 150 200 Orlando Moreno Quality Results SYSTEMS LTD.
  12. 12. Quality and Productivity go hand in hand! Mary 10 Patti 9 Jeff Ian 8 Michelle Chris 7 Dave Ann Joe Tom 6 Brenda Val 5 Fred 4 14 16 18 20 22 24 26 28 30 Productivity - Calls Per Hour Orlando Moreno SYSTEMS LTD.
  13. 13. QUALITY MEASUREMENT TOMORROW 5 Critical stages to designing a rigorous quality management program Orlando Moreno SYSTEMS LTD.
  14. 14. 1. OBJECTIVE VS. SUBJECTIVE number of calls reviewed random collection of calls to be reviewed who will review the calls? Orlando Moreno SYSTEMS LTD.
  15. 15. 2. FAIR AND MEANINGFUL Agents must trust the process being implemented - make them a part of it!! Ensure consistency among those responsible for reviewing calls Position program as a focus on personal growth / improvement!! Orlando Moreno SYSTEMS LTD.
  16. 16. 3. CLEARLY DEFINED EXPECTATIONS Bold Goals cause Dramatic Results! Did we meet.....exceed the customer's expectations? Were the Company's needs met? Did the Customer 'feel good' after their contact with our Center? Orlando Moreno SYSTEMS LTD.
  17. 17. 4.FEEDBACK....  Employees are entitled to know how well they are doing.... Timely feedback....not 4 weeks later Regular feedback sessions.....this is not a "Flavour of the Month" Orlando Moreno SYSTEMS LTD.
  18. 18. 5. ACTION...WHAT HAPPENS NEXT? Focused training sessions Regularly scheduled coaching sessions Peer to Peer coaching time Orlando Moreno SYSTEMS LTD.
  19. 19. Elements of MEASURING QUALITY ! Orlando Moreno SYSTEMS LTD.
  20. 20. Elements of a Quality Survey  Courtesy and Etiquette  Handling Irate callers  Listening Skills  Sales Skills  Hold Phrases  Warm Transfer Procedures Orlando Moreno SYSTEMS LTD.
  21. 21. Components of a Quality Evaluation  Voice Quality  Introduction  varied tone of  Greeting contained voice required elements  spoke at a  Acknowledgement moderate pace Statement  Smiling voice Orlando Moreno SYSTEMS LTD.
  22. 22. Components of a Quality Evaluation  Transfer Procedures  Hold Procedures  Used benefit  Asked permission statement to explain to put customer on reason for transfer hold  introduce the  Thanked customer customer to the 3rd for holding party Orlando Moreno SYSTEMS LTD.
  23. 23. Components of a Quality Evaluation  Listening Skills  Handling Irate Customer  Use active listening  Use calming phrases phrases  Recap conversation  Summarize key points Orlando Moreno SYSTEMS LTD.
  24. 24. What Do We Find Out By QA Monitoring? ...You can't manage what you can't measure!! • Customer handling skills • Intonation • Sales ability and techniques • Product knowledge • Technical knowledge • Escalation procedures • Company policies Orlando Moreno SYSTEMS LTD.
  25. 25. Helpful Hints for your Evaluation Categorize your Evaluation Standards Knowledge based Skill based Consider how each Evaluation statement will be scored (i.e. Yes/No, 1-5 rating scale) Orlando Moreno SYSTEMS LTD.
  26. 26. Agent Benefits  Agents know what is expected  Individuals performance is based on their abilities...regardless of tenure  Results identify specific areas for improvement Orlando Moreno SYSTEMS LTD.
  27. 27. Company Benefits  Accurately identify individual training needs  Effectively utilize educational $$$  Ability to 'Raise the Bar' of performance in your Call Center  Clearly define the 'Core Competancies' Orlando Moreno SYSTEMS LTD.
  28. 28. Customer Benefits  Consistent Service on every call  First time resolution  Each call to the Center represents a 'positive memorable experience' Orlando Moreno SYSTEMS LTD.
  29. 29. What Users Say About Automated Quality Monitoring • Time saved through automatic collection of calls • Flexible schedule design provides more objective call sampling and easy set-up • Data Management capabilities make information easy to access and customize • Agents find the process more objective and participatory • Excellent technical support • Immediate benefits realized Orlando Moreno SYSTEMS LTD.
  30. 30. Pitfalls to Avoid No buy in from the Agents Time….Time….Time Process is missing Lack of Consistency Subjective Results Action not taken Orlando Moreno SYSTEMS LTD.
  31. 31. Success Factors Have a champion to manage the process Develop precise procedures and ensure people adhere to them Involve everyone in the process Recognize the need to Update your program every 6 months or so Spend more time doing it and less time talking about it!! Publicly celebrate the successes!! Orlando Moreno SYSTEMS LTD.
  32. 32. Summary  Success factors for a Quality Program  Pitfalls to avoid  Implementation ideas to take back and use now Orlando Moreno SYSTEMS LTD.
  33. 33. In Summary Productivity Quality Achieving the Balance • Importance of Quality • Benefits Orlando Moreno SYSTEMS LTD.
  34. 34. Everybody Wins Agents Company Customers Orlando Moreno SYSTEMS LTD.

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