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

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Project Management Certification Program Presentation Transcript

  • 1. NICE Systems Project Management Certification Program
  • 2.  
  • 3.  
  • 4.  
  • 5.  
  • 6.  
  • 7. Average Handle time
  • 8.  
  • 9.  
  • 10.  
  • 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
    • 5 Critical stages to designing a rigorous quality management program
  • 14. 1. OBJECTIVE VS. SUBJECTIVE
    • number of calls reviewed
    • random collection of calls to be reviewed
    • who will review the calls?
  • 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!!
    • 2. FAIR AND MEANINGFUL
  • 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?
    • 3. CLEARLY DEFINED EXPECTATIONS
    Bold Goals cause Dramatic Results!
  • 17.
    • 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"
    • 4.FEEDBACK....
  • 18.
    • Focused training sessions Regularly scheduled coaching sessions Peer to Peer coaching time
    • 5. ACTION...WHAT HAPPENS NEXT?
  • 19. Elements of MEASURING QUALITY !
  • 20. Elements of a Quality Survey
    • Courtesy and Etiquette
    • Handling Irate callers
    • Listening Skills
    • Sales Skills
    • Hold Phrases
    • Warm Transfer Procedures
  • 21. Components of a Quality Evaluation
    • Voice Quality
      • varied tone of voice
      • spoke at a moderate pace
      • Smiling voice
    • Introduction
      • Greeting contained required elements
      • Acknowledgement Statement
  • 22. Components of a Quality Evaluation
    • Transfer Procedures
      • Used benefit statement to explain reason for transfer
      • introduce the customer to the 3rd party
    • Hold Procedures
      • Asked permission to put customer on hold
      • Thanked customer for holding
  • 23. Components of a Quality Evaluation
    • Listening Skills
    • Use active listening phrases
    • Summarize key points
    • Handling Irate Customer
      • Use calming phrases
      • Recap conversation
  • 24. What Do We Find Out By QA Monitoring?
    • Customer handling skills
    • Intonation
    • Sales ability and techniques
    • Product knowledge
    • Technical knowledge
    • Escalation procedures
    • Company policies
            • ... You can't manage what you can't measure!!
  • 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)
  • 26. Agent Benefits
    • Agents know what is expected
    • Individuals performance is based on their abilities...regardless of tenure
    • Results identify specific areas for improvement
  • 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'
  • 28. Customer Benefits
    • Consistent Service on every call
    • First time resolution
    • Each call to the Center represents a 'positive memorable experience'
  • 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
  • 30. Pitfalls to Avoid
    • No buy in from the Agents
    • Time….Time….Time
    • Process is missing
    • Lack of Consistency
    • Subjective Results
    • Action not taken
  • 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!!
  • 32. Summary
    • Success factors for a Quality Program
    • Pitfalls to avoid
    • Implementation ideas to take back and use now
  • 33. In Summary
    • Importance of Quality
    • Benefits
    Productivity Quality Achieving the Balance
  • 34. Everybody Wins
    • Agents
    Customers Company