2. Agenda
Perception our Stakeholders have of the team today.
Impact of Perception on the Business
What steps can Agents & Team Leaders take to
change this perception
Key Points
Action Items
3. Impact of Perception
Great to See… Thanks
Anand and the Team at
Convergys!
Norm DePeau
Is there any
update on the
case . It have hit
160 days now.
Please get this
issue resolved .
Will tell close to 100
people about his/her
bad experience1
Will tell 5 people about
his/her great
experience1
Sources: 1.http://www.unitiv.com/intelligent-help-desk-blog/bid/64134/New-Survey-Shows-Unhappy-Customers-Spread-the-Word
2.http://www.forbes.com/sites/work-in-progress/2015/02/10/the-do-over-how-to-correct-a-bad-first-impression/#27c32f6823cc
Takes 8 positive experiences to
overcome 1 negative2
6. • Send an update to the Requestor when…
• Changing the status of the case.
• 2 or more days since last correspondence
• Escalated or prioritized
• Ensure the updates are meaningful
• Give an expected completion date or
percentage completed.
• Call out next action steps.
• Talk about downstream impacts or reasons why
we need them to provide or fix something.
• Ask permission before making major
impacting changes.
• Example: I will need to cancel and recreate
your project as the currency does not match
the SOW and will impact activation. Is it OK to
proceed?
Agent Soft Skills
7. Answer questions based on past
experiences with cases
Help identify articles or emails sent that
address the question.
Lead you to the correct Point of Contact
for resolution.
Group Chats with Peers can help….• Try not to ask for information you can
obtain yourself using a tool available to
you.
• Example a can be downloaded.
• Transfer information over to a template,
instead of just waiting for the requestor to do
this.
• Utilize Chat to get Requestor responses
(see next slide)
• Review articles as they are ever evolving
based on Agent/Requestor feedback.
Agent Interactions – Utilizing Resources
8. • Look to see if Requestor is available.
• Do not interrupt if in Away, Do Not Disturb, or Meeting
status
• Ask if Requestor is available
• Hi, this is Jennie from the X Team. Are you available to
answer a question for case xxx, regarding the Project
Activation?
• Once Requestor provides the needed
information thank them for their time.
• Thank you for clarifying the SO numbers needed to
complete the activation.
• Add a Case Note to detail high level the
discussion
• Chatted with Person X, via Jabber about the SO numbers
needed for activation. The customers on the SO did not
match the OP Project. New SO was provide, SO#xxx.
4/12/2016 4:30CST
Agent Interactions – Requestor Pending
9. Escalation Management
EscalationEmail
Check the Escalation
box in caseto turn on
flag.
Ensure all the parties
copied in Outlook are
added to
correspondence in
case.
Portal
Flag will already be
turned on.
BodyofCase
Look for words like…
• Escalate
• Prioritize
• Urgent
Check the Escalation
box in case to turn on
flag.
1-2-3 of Escalation
1. Acknowledge it was received immediately express empathy for their pain.
2. Give next action steps and an estimate of the time to complete it.
3. Follow up every 2 hours until the case is completed.
10. • Pending/Updated cases should be reviewed DAILY.
• Reach out to 3rd Party teams and escalate as needed to
ensure updates are being made.
• Every 2 business days an update should be sent to the
requestor with meaningful progress updates
• Escalated or Priority cases move up in your inbox to 1st and
get updates via email as to what work is being done within 2
Hrs.
Case Life Cycle - Agent
4 hours to be Assigned to an agent.
Review of details completed and 1st response
out to Requestor if additional information is
need.
If the case is in the wrong queue, reroute
immediately to the correct queue.
Queue Management
Created Assigned Pending Closed
Open and take a peek at the team Queue every 2 hours
11. • Monitor queue to ensure…
Cases Assigned to agents out of office are being
reviewed and worked by an alternate agent.
All escalations are being responded to in a timely
manner.
Pending volumes are in a normal range – if
outside normal alert the Ops Manager as
realignment of staff or help from outside sources
may be needed.
Case Life Cycle – Team Leader
Monitor queue to ensure…
4 hours to be Assigned to an agent.
Agents primary aligns to the volume. For
example, if I have an agent towards the end of
their shift and there are no cases in their
queue, assign out cases from secondary queue.
Alert Ops Manager if volumes are too high
inbound due to tool issue and/or seasonal
change early on, so team has time to make
staffing changes.
Queue Management
Created Assigned Pending Closed
Open and take a peek at the combined global view every 2 hours
12. The team is only as successful as the sum of our individual
parts. Each individual counts and drives change.
Our Team has the knowledge and individual talent to
change the perception.
Small changes in behavior and additional focus will get us
there.
Think of each case interaction as a battle to win that 1
customer over.
Don’t be afraid to offer suggestions for change that will
have a positive impact on the team, no matter how big or
small.
Key Points
Perception is the process by which humans take information from their senses, and the conclusions which they draw from that information to develop an ideal. For example, a small child might try a lemon and since it is sour and makes their face scrunch up, that child comes up with the perception that the fruit is gross. Much like that small child our business succeeds or fails based on the perceptions others have our the service we provide. It is said that for every good experience a person has, they are likely to share that experience with an average of 5 people. While the same person having a bad experience, will share it with up to 100. Think about yourself and your perceptions, does this hold true to what you have done in the past? So how as a company do we overcome negative perceptions, well it is rather simple. We begin by exploring what perceptions our customers have of us.
Stop at this point to allow agents/Team Leaders to read the feedback from escalations over the last couple weeks. Ask the open ended question – “ How does this make you feel as an individual? What perceptions do you derive from these comments?”
By reading emails, case updates and survey details: each individual on our team is exposed to direct feedback on our customer’s perceptions of our performance as a team. While these 3 examples are negative for the purpose of this training, I am sure the team has also encountered positive feedback as well from peers, Team Leaders, and Case Requestors or Client contacts.
Once the perception is identified, in these examples the Customers are looking for the agents to provide faster service with frequent updates as the perception is that we are not doing those things, but rather letting cases sit in the queue untouched, we can continue to the next step.
Understanding the perception, allows us as a team to work at solutions to build the customer’s trust overtime by addressing the root causes feeding that perception. It will also take consistent positive experiences with our team and clear communication out, but in the end we will have satisfied customers.
Exploring some quick wins for changing perception are as follows: (Note to presenter – go thru bullets on the left and talk thru examples below and to the right. Great opportunity to open up to the audience for brainstorming on additional soft skills that can lead to positive customer experiences. Ask them to draw on what actions or words Service Representatives used during positive experiences they had in the past.
Continuation of slide 6 – with a focus on tools available to the agents to drive down longer case ages.
Quick overview on Chat etiquette and how the dialogue should go to ensure we are compliant with legislation.
Discuss the three ways we receive escalations/priority case.
Identify how to recognize one and once one is recognized what to do with it.
Talk thru the 1-2-3 of Escalation
Talk about how the individual agent is just as much responsible for Queue management as a Team Leader or Operations Manager. Each member of the team needs to be knowledgeable on the expectation and actions we take and how it impacts the whole. Here are the overall guidelines at an agent view.
Each member of the team needs to be knowledgeable on the expectation and actions we take and how it impacts the whole. Here are the overall guidelines at a Team Leader view.
Time to get the team excited about the change and work it into a positive motivation instead of a negative “we are yelling at you moment.” As the point of the presentation was to educate the team on how our little actions can have great impacts both positively and negatively and what steps we can take as a team to ensure we are heavily weighted on the positive.
Record additional ideas from previous slide and assign owners to follow up.
