Free Training Series | Enabling Chat | Key Success Factors in Chat Implementation


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MetricNet and BOMGAR present a special webcast highlighting key success factors for successful chat enablement!

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Free Training Series | Enabling Chat | Key Success Factors in Chat Implementation

  1. 1. Enabling Chat -- Key Success Factors in Chat Implementation 0
  2. 2. Your MetricNet Presenter: Jeff Rumburg Your Presenter: Jeff Rumburg Jeff Rumburg is a co-founder and Managing Partner at MetricNet, LLC. Jeff is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, and GM. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on business and product development for IT benchmarking. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses. Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute. 1
  3. 3. Your Bomgar Presenter: Greg Cowart Greg Cowart is a Manager of Business Solutions at Bomgar. Greg has over 13 years of experience in contact center operations and management. As the Business Solutions Manager, Mr. Cowart uses his wide range of experience working with contact centers in multiple locations, vendors, lines of business, and contact methods to provide creative solutions to customer problems including operations assessments, metrics and analytics, business processes, staffing, project planning and implementation, coaching, and real-time management. Prior to working at Bomgar, Mr. Cowart was Director of Customer Communications at Sterling Currency group where he oversaw Customer Service and outgoing customer communications. 2
  4. 4. WHY SWITCH TO CHAT SUPPORT? • Benefits of Chat Support – Additional method of support for customers – Concurrent sessions improve productivity – Reduced agent workload • Canned Messaging • Integration to self-help and portals • Some advanced tools even offer Scripting – Collaboration • Real Customer Results – – – – 20-30% increase in staff productivity 35-45% improvement in first call resolution 25-50% reduction in incident handle time 10% improvement in customer satisfaction 3
  5. 5. Cost per Contact Have you considered the impact chat can have on cost per contact? Source: HDI “2013 Practices & Salary Report” 4
  6. 6. So What’s the Issue? • Benefits of Chat are often not realized – Slow or failed implementation – Challenges of implementation • Technical challenges • Organizational challenges • A Proposed Solution – Learn from the industry’s success stories – Build upon best practices – Follow a proven approach 5
  7. 7. Polling Question 6
  8. 8. BEST PRACTICES CHAT SUPPORT #1 Develop Implementation Plan How to Start – Identify the key areas of a successful project – Understand your goals for Chat Support – Set targets and milestones for your new channel of support 7
  9. 9. BEST PRACTICES IN CHAT SUPPORT #2 • Identify Opportunity Drive Demand Determine ideal chat volume – A detailed call driver analysis will provide a good list of chat candidates • Determine requirements for: – Staffing – Hiring & Training – Communication Planning • Set milestones and checkpoints to view progress and evaluate your strategy 8
  10. 10. BEST PRACTICES IN CHAT SUPPORT #3 Session Initiation & Routing Getting to the Right Agent • Provide customers fast ways to access support – – – – Company website or support portal Self-help center Imbedded within a software application From their desktop • Route customers intelligently – Skill Based Routing: – Identify agents skill sets – Use a Skills Matrix to design routing – Route issue type to proper agent 9
  11. 11. BEST PRACTICES IN CHAT SUPPORT #4 Workforce Management Manage Inputs Interrelated Components of Workforce Management –Forecasting: Analysis of past data, adjusted for anticipated conditions, to determine future demand requirements –Capacity Planning: Estimated staff requirements, both long term and short term, to handle the forecasted direct labor needs –Scheduling: Planned roster of staff by interval to meet the estimated direct labor needs –Real-Time Management: Actions and decisions to optimize short term performance 10
  12. 12. BEST PRACTICES IN CHAT SUPPORT WFM for Chat is more complex than WFM for Phone Channel •Consider the following: – Start with phone based WFM process – Adjust for concurrent sessions, how many per agent? – Adjust for collaboration •Example of advanced inputs for Chat WFM – – – – – – – Duration (AHT) Complexity of Issues Level of Engagement Workflow Responsibility Level of Focus Customer Type (consumers vs systems admins) Customer Expectations (ASA and ART targets, Abandonment Rate, Time to resolution, CSAT) – Customer Response Time (ART, % idle time) 11
  13. 13. BEST PRACTICES IN CHAT SUPPORT #5 Hiring & Training Different Skills & Profile Key Applicant Attributes – – – – – – Experience Ability to Learn Education Keyboarding Skills Multi-tasking Communication Skills Develop a Hiring Profile 12
  14. 14. Chat Agents vs. Voice Agents Universal Agents Voice  Chat Cross-training some agents for both voice and chat can improve efficiencies   Welcom e to Bomga r Ch How ma at. y help yo I u? Agents should be on either chat or voice, not trying to do both at the same time The skill sets, however, are different  Good voice agents don’t necessarily make good chat agents 13
  15. 15. Polling Question 14
  16. 16. BEST PRACTICES IN CHAT SUPPORT Develop Agent Skills Through Training – – – – – – Average Response Time Setting Expectations Accuracy of Responses Direct Responses/Answer Customer Questions Conversational Flow Patience Train to Impact Customer Experience – – – – – – Brevity and staying on point Grammar, spelling and sentence structure Chat Etiquette Voice and tone Terminology Personalization 15
  17. 17. BEST PRACTICES IN CHAT SUPPORT #6 Reporting & Analytics Getting Actionable Insights • Determine the Key Performance Indicators Input Metrics – Output Metrics – • Set Targets • Create a Performance Dashboard • Implement Management by Metrics Methodology Evaluate Performance – Decisions & Actions – 16
  18. 18. The Most Common KPI’s for Chat Cost Productivity Service Level  Cost per Chat Session    Cost per Minute of Chat Handle Time Inbound Chats per Technician per Month Average Chat Speed of Answer (ASA) (minutes)  Technician Utilization  Chat Abandonment Rate  Chat Technicians as a % of Total Headcount Quality Contact Handling Technician  Chat Quality  Annual Technician Turnover   Chat First Contact Resolution Rate  Daily Technician Absenteeism   Chat Customer Satisfaction  Technician Occupancy  New Technician Training Hours  Chat Net Promoter Score  Annual Technician Training Hours  Technician Job Satisfaction   Technician Tenure (months)    Inbound Chat Handle Time (minutes) % of Contacts Originating in Chat % of Contacts Resolved in Chat % Failover Rate from Chat to Voice Average Concurrent Chat Sessions Max Concurrent Chat Sessions 17 17
  19. 19. Benchmarking Chat The Benchmarking Methodology Your Support Center Performance COMPARE Performance of Benchmarking Peer Group Determine How Best in Class Achieve Superiority Adopt Selected Practices of Best in Class The ultimate objective of benchmarking Build a Sustainable Competitive Advantage Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to to receive your copy! 18
  20. 20. Polling Question 19
  21. 21. Polling Question 20
  22. 22. Benchmarking Statistics for Chat KPI’s Metric Type Chat KPI's North American Averages Cost per Inbound Chat Contact $11.21 Cost per Minute of Inbound Chat Handle Time Cost $0.91 Inbound Chats per Technician per Month Productivity 671 54.1% Chat Technicians as a % of Total Headcount Service Level Chat Technician Utilization 84.4% Average Chat Speed of Answer (ASA) (minutes) 3.93 Chat Call Abandonment Rate Chat Call Quality Chat First Contact Resolution Rate 70.3% 79.5% Chat Net Promoter Score 63.2% Annual Chat Technician Turnover 22.9% Daily Chat Technician Absenteeism 8.1% Chat Technician Occupancy Technician 80.2% Chat Customer Satisfaction Quality 13.2% 73.1% New Chat Technician Training Hours 163 Annual Chat Technician Training Hours 31 Chat Technician Tenure (months) Chat Technician Job Satisfaction 75.8% Inbound Chat Handle Time (minutes) 12.90 % of Contacts Originating in Chat Chat Handling 52.2 10.9% % of Contacts Resolved in Chat 6.6% % Failover Rate from Chat to Voice 32.0% Average Concurrent Chat Sessions Max Concurrent Chat Sessions 0.84 2.75 21
  23. 23. What to Expect • Factoid: Demographics Matter! – Younger customers are more inclined to try chat – Adoption rates are also higher with younger demographics – Millenial’s have the highest chat adoption rates 90% Trial and Adoption Rates 80% 70% 60% 50% Data Provided by MetricNet, LLC 40% Trial Rate 30% Adoption Rate 20% 10% 0% 15 20 25 30 35 40 45 50 55 60 65 70 75 80 Age Range of Callers 22 22
  24. 24. BEST PRACTICES IN CHAT SUPPORT #7 CSAT & Quality Improving the Customer Experience Important CSAT Measures Satisfaction (CSAT) – Dissatisfaction (DSAT) – Customer Effort – 23
  25. 25. BEST PRACTICES IN CHAT SUPPORT • Develop a Quality Program – – – – – Measure the business needs Measure customer experience Determine statistically relevant sample size Calibrate the team Provide feedback to the agents Translate Key Drivers for Positive Customer Experience 24
  26. 26. BEST PRACTICES IN CHAT SUPPORT #8 Communication Plan Drive Adoption • Identify Customer Touch Points IVR – Invoice – Email – Text Message – • Deliver a Compelling Message Faster Service – Easier to Initiate Contact – Ability to Multi-Task – Faster Resolution – • Encourage Usage Offer rebates for trying chat – Proactively ask to chat – 25
  27. 27. You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… Or E-mail us… 26
  28. 28. You Can Reach Bomgar… By Phone… Sophie Brown 770-407-1801 On Our Website… Or E-mail us… 27
  29. 29. Question and Answer
  30. 30. BOMGAR AT A GLANCE • 2nd Generation Remote Support - • • 7,500+ customers in 65+ countries Net Promoter Score = 65 - • Supports Internal & External Networks Supports Mobile, Servers, Desktops Apple = 78 eBay = 65 Facebook = 65 Google = 63 Bomgar Named to Deloitte’s Technology Fast 500 List of Fastest Growing Companies for Sixth Consecutive Year. Securely support remote Windows, Mac, Linux & Mobile Devices Trusted by 7,500+ customers around the world: 29
  31. 31. Benchmarking is MetricNet’s Core Business Information Technology    Service Desk Desktop Support Field Services  Technical Support Customer Service Telemarketing/Telesales Collections  Cost Benchmarking  Customer Satisfaction Employee Satisfaction  Call Centers Telecom Satisfaction    Benchmarking more than half the FORTUNE 500: 30
  32. 32. Thank You! We look forward to serving you! 31