Aut Etalk 2008


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A Case Study

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  • Aut Etalk 2008

    1. 1. Calibration: Getting Your Evaluators on the Same Page 06/06/09
    2. 2. Getting To Know You <ul><li>How many currently have a monitoring program in place? </li></ul><ul><li>How many have a current monitoring form with set guidelines? </li></ul><ul><li>How many are currently in the process of conducting calibration sessions? </li></ul><ul><li>How many are just getting started with calibration? </li></ul>
    3. 3. Omni Hotels Overview <ul><li>Luxury hotel chain </li></ul><ul><li>34 luxury hotels & 6 luxury resorts </li></ul><ul><li>One contact center (Omaha Nebraska) </li></ul><ul><li>Sales Supervisors as coaches/evaluators </li></ul><ul><li>Training Team as supplemental coaches </li></ul>Autonomy etalk Users Conference 2008
    4. 4. Case Study Purpose <ul><li>Enhance your evaluator’s coaching abilities </li></ul><ul><li>Promote increased recognition for achievement </li></ul><ul><li>Identify opportunities for performance improvement </li></ul>
    5. 5. Quality Monitoring Program Challenges <ul><li>Inefficient monitoring method </li></ul><ul><li>Feedback was not timely </li></ul><ul><li>Lack of perceived integrity in the evaluation process </li></ul><ul><li>No checks and balances on evaluations </li></ul>Autonomy etalk Users Conference 2008
    6. 6. The Solution <ul><li>Qfiniti by etalk </li></ul><ul><li>An electronic recording & monitoring solution </li></ul>
    7. 7. What is Calibration? <ul><li>  </li></ul><ul><li>The process of achieving consistency in the evaluation of call monitoring criteria for the purpose of inspiring integrity in the quality monitoring program and causing improvement in customer & employee satisfaction </li></ul>Autonomy etalk Users Conference 2008
    8. 8. Attempting Calibration <ul><li>Initial calibration attempts resulted in a 25% discrepancy between evaluators. </li></ul><ul><li>Attendance and participation in first meetings was low. </li></ul><ul><li>The value of calibration was not understood. </li></ul>Autonomy etalk Users Conference 2008
    9. 9. Calibration Benchmarks <ul><li>Initial benchmarks </li></ul><ul><li>Identifying the differences </li></ul><ul><li>- Santa Claus </li></ul><ul><li>- The Grinch </li></ul><ul><li>Post launch success </li></ul>Autonomy etalk Users Conference 2008
    10. 10. Sample Spreadsheet Autonomy etalk Users Conference 2008 N/A Yes Yes Yes Yes N/A Asked nature of visit, group, business, special event 9 Greeting N/A No N/A N/A N/A N/A Performed complete na; Number of Rooms 8 Greeting NO Yes Yes Yes Yes No Performed complete na; Number of Adults and Children 7 Greeting Yes Yes Yes Yes Yes Performed complete na; Departure Day and Date 6 Greeting Yes Yes Yes Yes Yes Performed complete na; Length of Stay 5 Greeting Yes Yes Yes Yes Yes Performed complete na; Arrival Day and Date 4 Greeting Yes Yes Yes Yes Yes Inquired about location, offered a choice 3 Greeting Yes Yes Yes Yes Yes Stated associate name, hotel name or Omni Hotel 2 Greeting Yes Yes Yes Yes Yes Professional, clear, and welcoming greeting 1 Greeting 88.71% 84.99% 83.62% 93.15% 84.02% Craig David Mike Stacy Rick Question Detail Q # Perf. Area
    11. 11. Calibration the Right Way <ul><li>Facilitator </li></ul><ul><li> -Direct discussions </li></ul><ul><li> -Take notes </li></ul><ul><li> -Keep team focused </li></ul><ul><li> -Provide Consensus & Deviation Score </li></ul><ul><li> -Review notes of changes and decisions </li></ul><ul><li> -Send out recap to entire Monitoring Team </li></ul><ul><li>Monitors </li></ul><ul><li> -Listen to call </li></ul><ul><li> -Score using evaluation form </li></ul><ul><li> -Recap points earned or subtracted </li></ul><ul><li> -Give final score </li></ul>Autonomy etalk Users Conference 2008
    12. 12. Ongoing Initiatives <ul><li>Calibration is an ongoing process and we will continue to strive for World Class calibration of </li></ul><ul><li>(1 to 3%). </li></ul><ul><li>Currently conduct a 1 hour sessions every other week. </li></ul>Autonomy etalk Users Conference 2008
    13. 13. Question & Answers Autonomy etalk Users Conference 2008 Questions?
    14. 14. Autonomy etalk Users Conference 2007 Thank You