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


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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
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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 (202) 266-0046 x. 103 266 0046 Sally Hurley President (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: Twitter: Facebook: LinkedIn: YouTube: Via RSS: Confidential- Proprietary VIPdesk Information 1