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Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
Project ManagementCertification Program
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Project Management Certification Program

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Critical stages to designing a rigorous quality management program

Critical stages to designing a rigorous quality management program

Published in: Business, Technology
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  • Transcript

    1. NICE Systems Project Management Certification Program
    2.  
    3.  
    4.  
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    7. Average Handle time
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    11. Quality Statistics Quantifying Quality…….. Quality Results
    12. Productivity - Calls Per Hour Quality and Productivity go hand in hand! 14 16 18 20 22 24 26 28 30 4 5 6 7 8 9 10 Quality Score Patti Fred Dave Jeff Chris Ann Mary Ian Val Brenda Tom Joe Michelle
    13. QUALITY MEASUREMENT TOMORROW <ul><li>5 Critical stages to designing a rigorous quality management program </li></ul>
    14. 1. OBJECTIVE VS. SUBJECTIVE <ul><li>number of calls reviewed </li></ul><ul><li>random collection of calls to be reviewed </li></ul><ul><li>who will review the calls? </li></ul>
    15. 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!! <ul><li>2. FAIR AND MEANINGFUL </li></ul>
    16. 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? <ul><li>3. CLEARLY DEFINED EXPECTATIONS </li></ul>Bold Goals cause Dramatic Results!
    17. <ul><li>Employees are entitled to know how well they are doing.... Timely feedback....not 4 weeks later Regular feedback sessions.....this is not a &quot;Flavour of the Month&quot; </li></ul><ul><li>4.FEEDBACK.... </li></ul>
    18. <ul><li>Focused training sessions Regularly scheduled coaching sessions Peer to Peer coaching time </li></ul><ul><li>5. ACTION...WHAT HAPPENS NEXT? </li></ul>
    19. Elements of MEASURING QUALITY !
    20. Elements of a Quality Survey <ul><li>Courtesy and Etiquette </li></ul><ul><li>Handling Irate callers </li></ul><ul><li>Listening Skills </li></ul><ul><li>Sales Skills </li></ul><ul><li>Hold Phrases </li></ul><ul><li>Warm Transfer Procedures </li></ul>
    21. Components of a Quality Evaluation <ul><li>Voice Quality </li></ul><ul><ul><li>varied tone of voice </li></ul></ul><ul><ul><li>spoke at a moderate pace </li></ul></ul><ul><ul><li>Smiling voice </li></ul></ul><ul><li>Introduction </li></ul><ul><ul><li>Greeting contained required elements </li></ul></ul><ul><ul><li>Acknowledgement Statement </li></ul></ul>
    22. Components of a Quality Evaluation <ul><li>Transfer Procedures </li></ul><ul><ul><li>Used benefit statement to explain reason for transfer </li></ul></ul><ul><ul><li>introduce the customer to the 3rd party </li></ul></ul><ul><li>Hold Procedures </li></ul><ul><ul><li>Asked permission to put customer on hold </li></ul></ul><ul><ul><li>Thanked customer for holding </li></ul></ul>
    23. Components of a Quality Evaluation <ul><li>Listening Skills </li></ul><ul><li>Use active listening phrases </li></ul><ul><li>Summarize key points </li></ul><ul><li>Handling Irate Customer </li></ul><ul><ul><li>Use calming phrases </li></ul></ul><ul><ul><li>Recap conversation </li></ul></ul>
    24. What Do We Find Out By QA Monitoring? <ul><li>Customer handling skills </li></ul><ul><li>Intonation </li></ul><ul><li>Sales ability and techniques </li></ul><ul><li>Product knowledge </li></ul><ul><li>Technical knowledge </li></ul><ul><li>Escalation procedures </li></ul><ul><li>Company policies </li></ul><ul><ul><ul><ul><ul><li>... You can't manage what you can't measure!! </li></ul></ul></ul></ul></ul>
    25. Helpful Hints for your Evaluation <ul><li>Categorize your Evaluation </li></ul><ul><ul><li>Standards </li></ul></ul><ul><ul><li>Knowledge based </li></ul></ul><ul><ul><li>Skill based </li></ul></ul><ul><li>Consider how each Evaluation statement will be scored </li></ul><ul><li>(i.e. Yes/No, 1-5 rating scale) </li></ul>
    26. Agent Benefits <ul><li>Agents know what is expected </li></ul><ul><li>Individuals performance is based on their abilities...regardless of tenure </li></ul><ul><li>Results identify specific areas for improvement </li></ul>
    27. Company Benefits <ul><li>Accurately identify individual training needs </li></ul><ul><li>Effectively utilize educational $$$ </li></ul><ul><li>Ability to 'Raise the Bar' of performance in your Call Center </li></ul><ul><li>Clearly define the 'Core Competancies' </li></ul>
    28. Customer Benefits <ul><li>Consistent Service on every call </li></ul><ul><li>First time resolution </li></ul><ul><li>Each call to the Center represents a 'positive memorable experience' </li></ul>
    29. What Users Say About Automated Quality Monitoring <ul><li>Time saved through automatic collection of calls </li></ul><ul><li>Flexible schedule design provides more objective call sampling and easy set-up </li></ul><ul><li>Data Management capabilities make information easy to access and customize </li></ul><ul><li>Agents find the process more objective and participatory </li></ul><ul><li>Excellent technical support </li></ul><ul><li>Immediate benefits realized </li></ul>
    30. Pitfalls to Avoid <ul><li>No buy in from the Agents </li></ul><ul><li>Time….Time….Time </li></ul><ul><li>Process is missing </li></ul><ul><li>Lack of Consistency </li></ul><ul><li>Subjective Results </li></ul><ul><li>Action not taken </li></ul>
    31. Success Factors <ul><li>Have a champion to manage the process </li></ul><ul><li>Develop precise procedures and ensure people adhere to them </li></ul><ul><li>Involve everyone in the process </li></ul><ul><li>Recognize the need to Update your program every 6 months or so </li></ul><ul><li>Spend more time doing it and less time talking about it!! </li></ul><ul><li>Publicly celebrate the successes!! </li></ul>
    32. Summary <ul><li>Success factors for a Quality Program </li></ul><ul><li>Pitfalls to avoid </li></ul><ul><li>Implementation ideas to take back and use now </li></ul>
    33. In Summary <ul><li>Importance of Quality </li></ul><ul><li>Benefits </li></ul>Productivity Quality Achieving the Balance
    34. Everybody Wins <ul><li>Agents </li></ul>Customers Company

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