Presented at the May 2014 Sunrise Scrambler

1. Driving Customer Experience through
A Clear & Consistent Message to Employees
Jamie Haenggi
Chief Marketing & Customer Experience Office, Protection 1

2. https://www.youtube.com/watch?v=CLWr-9RUgrI

3. The Largest Full-Service Provider of
Electronic Security
Over 70 branch locations across the US; 5 Call Center Operations
Homes Commercial &
Integrated Systems
National Accounts

4. “What differentiates
Protection 1 in the
marketplace is our
customer experience”
- Tim Whall on CNBC’s Mad Money
with Jim Cramer

5. Our Mission: To Grow

6. The Perfect Day in Protection 1 Call Centers

7. CLEAR & CONSISTENT

8. It Starts From The Beginning
• Arrival of your interview
experience
• Training experience designed
for perspective
– Welcome Committee
– High level overview
– Branch insight
– Individual impact
• Who & how you recruit can
make a difference

9. Longest Call Waiting
2013

10. “They just care about the stats…”
Employee survey revealed employee disconnect between their metrics
and the customer experience

11. Be Clear And Measure What Matters
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
“HOW DO YOU
KNOW?”
“DID YOU HAVE A
GOOD DAY?”

12. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Explain how center works
• Get to the heart of the issue
• Create culture for employee
engagement & peer
accountability

13. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Helps keep you “on track”
• It’s an average
• Tenured and new reps can
consistently meet goal

14. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Tied individual encounter to
customer loyalty
• Develop QA process that
focuses on “Experience”
• Align scoring with P1 culture

15. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• It’s a choice
• It does matters

16. …more importantly it gets results!
2013

17. Ensuring A Clear & Consistent Message
About The Customer Experience
Thank you!
Questions & Answers