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Project Management Certification Program


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Critical stages to designing a rigorous quality management program

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Project Management Certification Program

  1. 1. NICE Systems Project Management Certification Program
  2. 7. Average Handle time
  3. 11. Quality Statistics Quantifying Quality…….. Quality Results
  4. 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
  5. 13. QUALITY MEASUREMENT TOMORROW <ul><li>5 Critical stages to designing a rigorous quality management program </li></ul>
  6. 14. 1. OBJECTIVE VS. SUBJECTIVE <ul><li>number of calls reviewed </li></ul><ul><li>random collection of calls to be reviewed </li></ul><ul><li>who will review the calls? </li></ul>
  7. 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!! <ul><li>2. FAIR AND MEANINGFUL </li></ul>
  8. 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? <ul><li>3. CLEARLY DEFINED EXPECTATIONS </li></ul>Bold Goals cause Dramatic Results!
  9. 17. <ul><li>Employees are entitled to know how well they are doing.... Timely feedback....not 4 weeks later Regular feedback sessions.....this is not a &quot;Flavour of the Month&quot; </li></ul><ul><li>4.FEEDBACK.... </li></ul>
  10. 18. <ul><li>Focused training sessions Regularly scheduled coaching sessions Peer to Peer coaching time </li></ul><ul><li>5. ACTION...WHAT HAPPENS NEXT? </li></ul>
  11. 19. Elements of MEASURING QUALITY !
  12. 20. Elements of a Quality Survey <ul><li>Courtesy and Etiquette </li></ul><ul><li>Handling Irate callers </li></ul><ul><li>Listening Skills </li></ul><ul><li>Sales Skills </li></ul><ul><li>Hold Phrases </li></ul><ul><li>Warm Transfer Procedures </li></ul>
  13. 21. Components of a Quality Evaluation <ul><li>Voice Quality </li></ul><ul><ul><li>varied tone of voice </li></ul></ul><ul><ul><li>spoke at a moderate pace </li></ul></ul><ul><ul><li>Smiling voice </li></ul></ul><ul><li>Introduction </li></ul><ul><ul><li>Greeting contained required elements </li></ul></ul><ul><ul><li>Acknowledgement Statement </li></ul></ul>
  14. 22. Components of a Quality Evaluation <ul><li>Transfer Procedures </li></ul><ul><ul><li>Used benefit statement to explain reason for transfer </li></ul></ul><ul><ul><li>introduce the customer to the 3rd party </li></ul></ul><ul><li>Hold Procedures </li></ul><ul><ul><li>Asked permission to put customer on hold </li></ul></ul><ul><ul><li>Thanked customer for holding </li></ul></ul>
  15. 23. Components of a Quality Evaluation <ul><li>Listening Skills </li></ul><ul><li>Use active listening phrases </li></ul><ul><li>Summarize key points </li></ul><ul><li>Handling Irate Customer </li></ul><ul><ul><li>Use calming phrases </li></ul></ul><ul><ul><li>Recap conversation </li></ul></ul>
  16. 24. What Do We Find Out By QA Monitoring? <ul><li>Customer handling skills </li></ul><ul><li>Intonation </li></ul><ul><li>Sales ability and techniques </li></ul><ul><li>Product knowledge </li></ul><ul><li>Technical knowledge </li></ul><ul><li>Escalation procedures </li></ul><ul><li>Company policies </li></ul><ul><ul><ul><ul><ul><li>... You can't manage what you can't measure!! </li></ul></ul></ul></ul></ul>
  17. 25. Helpful Hints for your Evaluation <ul><li>Categorize your Evaluation </li></ul><ul><ul><li>Standards </li></ul></ul><ul><ul><li>Knowledge based </li></ul></ul><ul><ul><li>Skill based </li></ul></ul><ul><li>Consider how each Evaluation statement will be scored </li></ul><ul><li>(i.e. Yes/No, 1-5 rating scale) </li></ul>
  18. 26. Agent Benefits <ul><li>Agents know what is expected </li></ul><ul><li>Individuals performance is based on their abilities...regardless of tenure </li></ul><ul><li>Results identify specific areas for improvement </li></ul>
  19. 27. Company Benefits <ul><li>Accurately identify individual training needs </li></ul><ul><li>Effectively utilize educational $$$ </li></ul><ul><li>Ability to 'Raise the Bar' of performance in your Call Center </li></ul><ul><li>Clearly define the 'Core Competancies' </li></ul>
  20. 28. Customer Benefits <ul><li>Consistent Service on every call </li></ul><ul><li>First time resolution </li></ul><ul><li>Each call to the Center represents a 'positive memorable experience' </li></ul>
  21. 29. What Users Say About Automated Quality Monitoring <ul><li>Time saved through automatic collection of calls </li></ul><ul><li>Flexible schedule design provides more objective call sampling and easy set-up </li></ul><ul><li>Data Management capabilities make information easy to access and customize </li></ul><ul><li>Agents find the process more objective and participatory </li></ul><ul><li>Excellent technical support </li></ul><ul><li>Immediate benefits realized </li></ul>
  22. 30. Pitfalls to Avoid <ul><li>No buy in from the Agents </li></ul><ul><li>Time….Time….Time </li></ul><ul><li>Process is missing </li></ul><ul><li>Lack of Consistency </li></ul><ul><li>Subjective Results </li></ul><ul><li>Action not taken </li></ul>
  23. 31. Success Factors <ul><li>Have a champion to manage the process </li></ul><ul><li>Develop precise procedures and ensure people adhere to them </li></ul><ul><li>Involve everyone in the process </li></ul><ul><li>Recognize the need to Update your program every 6 months or so </li></ul><ul><li>Spend more time doing it and less time talking about it!! </li></ul><ul><li>Publicly celebrate the successes!! </li></ul>
  24. 32. Summary <ul><li>Success factors for a Quality Program </li></ul><ul><li>Pitfalls to avoid </li></ul><ul><li>Implementation ideas to take back and use now </li></ul>
  25. 33. In Summary <ul><li>Importance of Quality </li></ul><ul><li>Benefits </li></ul>Productivity Quality Achieving the Balance
  26. 34. Everybody Wins <ul><li>Agents </li></ul>Customers Company