Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Home Based Agents The Crown Jewels of Customer Service Sally Hurley VIPdesk_Jack Heacock Telcoa_052710

1,475 views

Published on

Virtual contact centers: the basics
At-home agents: providing intuitive customer service
Increasing customer satisfaction and revenue via a home-based team
Profile of an at-home agent: how talent drives success
Recruiting and managing home-based agents
Environmental benefits of a home-based workforce
Real-life examples of successful virtual customer care

Published in: Business, Education
  • Hi there! Get Your Professional Job-Winning Resume Here - Check our website! http://bit.ly/resumpro
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Home Based Agents The Crown Jewels of Customer Service Sally Hurley VIPdesk_Jack Heacock Telcoa_052710

  1. 1. VIPdesk Webinar Series May 27, 2010 Cover Slide Home-Based Agents d The Crown Jewels of Customer Service Today’s Presenters Jack Heacock: SVP, Telcoa: The Telework Coalition Sally Hurley: President, VIPdesk Welcome to today’s Webinar! The presentation will start shortly. Today’s presentation is being broadcast through the Internet. You do not need a conference dial-in number. To hear today’s webinar, simply turn the volume up on your speakers and you will be able to hear the presentation via your computer. Confidential — Proprietary VIPdesk Information 1
  2. 2. About Today’s Presenters Sally Hurley Jack Heacock President Sr. Sr Vice President • 20+ years delivering premium • Co-founder of the Telework service f F t i for Fortune 500 brands b d Coalition, W hi t C liti Washington, D C D.C. • Passion for service • Call Center Magazine “Pioneer Award” winner for Work@Home™ • Committed to building a culture that Agent Programs supports work-life balance pp • Nationwide human resources and • Proud to be a green company- payroll corporate systems; supporting thousands of individuals telecommunications; and facilities that work from home across North Project Director for Amtrak America • Lt Colonel U.S. A C l l U S Army Si Signal Corps lC • President of Entrepreneurs (Retired) Organization Confidential — Proprietary VIPdesk Information 2
  3. 3. Today’s Agenda • Virtual contact centers: the basics • At-home agents: providing intuitive customer service • Increasing customer satisfaction and revenue via a home-based team • Profile P ofile of an at-home agent how talent drives at home agent: ho d i es success • Recruiting and managing home-based agents • Environmental benefits of a home-based workforce • Real-life examples of successful virtual customer care Confidential — Proprietary VIPdesk Information 3
  4. 4. VIPdesk Webinar Series “Why” a Work@Home™ Why Work@Home Solution ~ The Crown Jewels of Customer Service i May 27, 2010 Copyright 2010, T T C All Rights Reserved
  5. 5. Work@Home™ Quality @ Q y • Better educated, more mature agents • Greater agent and customer satisfaction • Larger pool (geographic area) of agents • Improved agent retention and skills base • Part time Part-time and Split-Shift agent availability Split Shift • Less use of imported energy • Reduced congestion, pollution, and injuries Copyright 2010, T T C All Rights Reserved
  6. 6. Work@Home™ Costs @ • Homesourcing (Work@Home™)Benefits • Avoid lay-offs in tough economic times • Reduced cost per agent • Better ‘corporate’ and ‘customer’ memory • Trending for Bank Cards, Annuities, Investments, Insurance, Medical advice, , , , scheduling, and triage, 411, 911, etc. • Recommendations by The Tower Group • March 2008 – Homesourcing Call Centers • March 2010 - Telecommuting: A Targeted Solution… Copyright 2010, T T C All Rights Reserved
  7. 7. Work@Home™ Stability @ y • ‘Events’ ~ Those ‘Stubborn Things’ • Weather obstacles • Natural occurrences • Geo-Political disruptions • Off-shore inhibitors & degradations • Other obstacles… Minimized or avoided via Home Agents Copyright 2010, T T C All Rights Reserved
  8. 8. The Formula… IT + P³ = E³ © “For Successful Work Today and Tomorrow” Copyright 2010, T T C All Rights Reserved
  9. 9. IT + P³ = E³ P E © The enabling Information Technology PLUS the implementing Policies, Processes, and p g , , Procedures EQUALS the Economic Energy and Economic, Energy, Environmental benefits for the Work@Home™ employees, their employers and the customers and p y p y communities served See: The Telework Coalition’s Top Ten Reasons for the Virtual Workforce © p Copyright 2010, T T C All Rights Reserved
  10. 10. Work@Home™ The ‘C Th ‘Crown Jewels’ of Customer Service J l ’ fC t S i • Emerald: Enthusiastic fresh and Enthusiastic, fresh, genuine service • Ruby: Satisfaction and resolution ~ The Th 1st ti time and every time d ti • Safire: Customer needs anticipated and fulfilled with comfort and up- up selling opportunities • Diamond: Improved cultural and understanding focus • Pearl: Word of mouth customer-to- customer 3rd party referrals p y Copyright 2010, T T C All Rights Reserved
  11. 11. Implementing: Do it yourself or outsourcing? • While distributed work cannot occur without the enabling technologies, the P³’s are often the g g greatest ‘challenge’ to coordinate and develop • To achieve the objects of improved quality, cost containment, and speed of implementation many are partnering with those who have a demonstrated track-record of virtual customer care success Copyright 2010, T T C
  12. 12. Our Passion Our clients trust VIPdesk to represent their brand as a seamless extension-- providing exceptional service to their customers, that helps ensure customer retention and drive revenue. . . . making great brands a gg a b a d even better Confidential — Proprietary VIPdesk Information 12
  13. 13. Brand Leaders Trust VIPdesk Confidential — Proprietary VIPdesk Information 13
  14. 14. VIPdesk Core Belief “Every customer contact is a critical marketing event” “E i ii l k i ” And an opportunity to drive performance and profitability profitability. Conversely, a single negative customer event, poorly handled, can d destroy a brand’s reputation. b d’ i Confidential — Proprietary VIPdesk Information 14
  15. 15. Projected Growth of Home Agents Confidential — Proprietary VIPdesk Information 15
  16. 16. Attract Home-based Applicants • Flexible scheduling • Reduced expenditures p • Elimination of commute • Enhanced schedule flexibility - work/life balance • Comfort of working from home Geographically • Ability to maintain lifestyle in addition dispersed agents mitigate risks to career associated with • Work on behalf of brands they love localized or regional Business Continuity events Confidential — Proprietary VIPdesk Information 16
  17. 17. Utilize Multiple Recruiting Sources Candidates come from referrals, local, regional, trade and national sources. SOCIAL MEDIA TRADE PUBS JOB BOARDS MEDIA COVERAGE Confidential — Proprietary VIPdesk Information 17
  18. 18. Comprehensive Recruiting Process Recruiting Process Pass Basic Qualifications: 24% Pass Client Specific Qualifications: 59% Pass Hardware/Software Requirements: 73% Pass Resume and Phone Screen: 83% Pass Credit/Criminal Check: 79% Complete Agreement and Tech Setup: 85% Complete/Pass Certification: 63% Go Live: 95% Currently 1 out of 30 go live Confidential — Proprietary VIPdesk Information 18
  19. 19. Profile Screened and Experienced Specialized Trained 40 years old Relevant subject Background checks 95% college matter experience Personality profiling educated Brand culture and Web-based HR 5% graduate products d t systems and tools degrees “Brand Advocates” Web and instructor- 63% management representing based training experience favorite brand Brand immersion 72% hospitality/ Located anywhere training customer service experience 15 years of work experience Confidential — Proprietary VIPdesk Information 19
  20. 20. Home Agent Profile There are CSRs, Agents and Reps… Don T. -lives in San Francisco -loves running & hiking -is a Tier 1 Performer Virtual model enable Brand Advocates Confidential — Proprietary VIPdesk Information 20
  21. 21. Example Brand Advocates JOYCE G JULIE G snowmobiling enthusiast active climber CORRINE P on a zip line DON S KITTY K avid runner avid kayaker Confidential — Proprietary VIPdesk Information 21
  22. 22. Passionate Brand Advocates • Carla loves fishing; 3 mile walk to raise money for Ryan Cameron Foundation • Deborah loves cycling and going to the beach • Dia Enjoys hiking and biking; favorite spot- Diamond Head in Waikiki, HI • Dollie Runs Peachtree Road Race Marathon each year; Loves hiking and camping at Stone Mountain in GA • Don Completed 4 marathons and countless 1/2, 10 & 5ks • Elizabeth loves hiking Tucson trails and instructing Zumba Confidential — Proprietary VIPdesk Information 22
  23. 23. Virtual Training Best Practices • Training methodology- Share, Show, Do • Instructor Training Program g g • Smaller class size – no more than 1:15 ratio • Blended learning for optimum retention; 85% instructor–led / 15% self-paced study • Module based learning • Orientation Process – time with all departments • Post-training p g g program/Nesting / g Confidential — Proprietary VIPdesk Information 23
  24. 24. Tools to Support Operations • Listen to/search calls Call Recording g • 100% call recording • Integrated with recordings Quality Grading p • Grade and report scores Communications • Internal chat application Reporting • Reports call, email and chat data Recruiting • Online recruiting portal Confidential — Proprietary VIPdesk Information 24
  25. 25. Performance-based Scheduling Key metrics d dua et cs a e sco ed a d a ed Individual metrics are scored and ranked Scores are available daily Highest scores receive preferred schedules Confidential — Proprietary VIPdesk Information 25
  26. 26. Recognition • Call recording, grading • Performance Dashboards • Contests • Bonuses for top p p performers • Individual, team and company recognition • Virtual awards • Performance-based scheduling Confidential — Proprietary VIPdesk Information 26
  27. 27. Staffing flexibility 2010 Weekly Stats 160% 140% 120% 100% 80% FY 2010 Sales SL 60% FY 2010 % handled to forecast 40% 20% 0% -20% Mar Mar Mar Jan Jan Jan Feb Feb Feb Feb Mar Mar April April Jan ch ch ch Wk Wk Wk Wk Wk Wk Wk Wk Wk Wk Wk wk 4 k Wk Wk Wk 1 2 3 1 2 3 4 1 5 1 2 2 3 4 FY 2010 Sales SL 84% 89% 87% 90% 97% 90% 94% 96% 77% 82% 95% 95% 77% 41% 46% FY 2010 % handled to forecast 31% 72%143%43% 51% 25% 23% 22% -7% 6% 33% -3% 20% 10% 6% Confidential — Proprietary VIPdesk Information 27
  28. 28. Example- Home-Based Program Achievement • Exceeded AOS goals by 19.8% • Beat Credit goals - 11% for the th year • Beat AHT goals by 2.5% for the year • Increased Customer Sat Quality from 93 to 95% Confidential — Proprietary VIPdesk Information 28
  29. 29. Case Study 1 International Multi-Merchant Retailer Call Type: Sales and Customer Service Objective: Improve customer experience while addressing seasonal volume Challenge: Temporary help needed to answer heavy spike in seasonal volume; inconsistent service delivered across multiple team was impacting company b brand and quality was suffering d d lit ff i Solution: Deployed dedicated, home-based team with retail sales experience who love the brand Impact: Service levels up by 60%; email completion rate improvement of 41%; reduced program AHT for the client by an average of 22 seconds within 2 months ithin Confidential — Proprietary VIPdesk Information 29
  30. 30. Case Study 2 Global Credit Card Provider Call Type: Credit card customer support and rewards and benefits management Objective: Provide dedicated team to handle multiple benefits and rewards call types Challenge: Fragmented experience- too many vendors, inconsistent customer experience Solution: Consolidate vendors, leverage dedicated home-based team with travel expertise, provided a single voice structure Impact: Dedicated team allowed client to consolidate vendors, improved first-call resolution by 40% and improve the Card Member satisfaction by 15% Confidential — Proprietary VIPdesk Information 30
  31. 31. Case Study 3 Luxury Online Fashion Retailer Call Type: yp Incoming orders, order tracking, customer g , g, service Objective: Improve customer experience; drive sales results, and maintain cost per contact Challenge: Premium customer segment, phone, email and chat handled by 3 teams/vendors, poor customer experience Solution: Provide single highly-skilled home-based team with both customer service expertise and a passion for fashion Impact: Increased total service sales by 23% and cost-per-contact by 18% year-over year Confidential — Proprietary VIPdesk Information 31
  32. 32. Q&A “A 5% increase in customer A “Considering a million dollars in retention can potentially boost business over a 10 year period profits by 25-125%... Acquiring with a 10% inflation rate, an a new customer can cost 6 to 7 organization can improve times more than retaining an revenues by 49% with a 10% y existing customer. customer.” increase in customer retention.” Fredrick Reichheld American Management The Loyalty Effect Association “46% of respondents reported “On the average most they quit doing business with a organizations report a loss of company in at least one industry approximately 50% of their category in the past year as a customer base every 5 years.” result of poor service.” Jim Novo Accenture consumer survey The Drilling Down Project Confidential — Proprietary VIPdesk Information 32
  33. 33. Thank You for Attending! Jack Heacock Sr. President jack@telcoa.org (202) 266-0046 x. 103 266 0046 Sally Hurley President shurley@vipdesk.com (703) 837-3518 VIPdesk Webinar Series How to Integrate Social Media Into Your Contact Center June 8, 2010 J 8 Confidential — Proprietary VIPdesk Information 33
  34. 34. Website: http://www.vipdesk.com Twitter: http://www.twitter.com/vipdesk Facebook: http://www.facebook.com/vipdesk LinkedIn: http://www.linkedin.com/companies/vipdesk YouTube: http://www.youtube.com/user/vipdesk Via RSS: http://twitter.com/statuses/user_timeline/23095083.rss Confidential- Proprietary VIPdesk Information 1

×