Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.
Delivered by Dan Malloy, Product Manager with Naked Lime Marketing at Digital Dealer 17. In this presentation, you'll learn:
• The impact of social media on reputation management.
• How a response handling plan makes reputation management more effective.
• Using customer surveys to get ahead of the reputation game.
Customer Feedback Management Feb 2015 - VenuelabsVenuelabs
The landscape of customer feedback management is changing rapidly for brands with a physical presence. This presentation gives an overview of these trends and examples of how early adopter brands are addressing these new realities. More at http://www.venuelabs.com or sample your brand at http://www.aboutlocal.com.
Customer Feedback Management - Best PracticesGleanster
This deck explores how Top Performers are working to capture, integrate, enhance, analyze and act upon customer feedback in a systematic fashion. It shows top 3 reasons Top Performers use Customer Feedback Management, top 3tactics Top Performers use to outperform peers with Customer Feedback initiatives, most common challenge Top Performers face with Customer Feedback Management, top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives.
Our experience working with over 100 SaaS companies and online businesses has granted us a unique insight into trial conversion trends. Did you know that the best in class SaaS companies have more 3 times greater website to paid visitor conversion than the average benchmark? In this report we answer the question: “what is the typical conversion in SaaS?”. We include average and best in class statistics on:
- Website to (free trial) signup conversion
- Free trial to paying user conversion
- Churn rates during the first 90 days of subscription
- Average monthly churn rates
Learn more:
Are you engaging new trials in their evaluation?
http://blog.totango.com/2012/03/are-you-engaging-new-trials-in-their-evaluation/
How to boost sales with a free trial model:
http://www.slideshare.net/totango/how-to-boost-sales-with-a-free-trial-model
Analysts on Totango:
OVUM: http://blog.totango.com/wp-content/uploads/2012/09/Ovum-Report-on-Totango-September-2012.pdf
Paul Greenberg: http://blog.totango.com/2012/08/crmidol-2012-totangos-review-their-future-will-be-very-very-bright/
Delivered by Dan Malloy, Product Manager with Naked Lime Marketing at Digital Dealer 17. In this presentation, you'll learn:
• The impact of social media on reputation management.
• How a response handling plan makes reputation management more effective.
• Using customer surveys to get ahead of the reputation game.
Customer Feedback Management Feb 2015 - VenuelabsVenuelabs
The landscape of customer feedback management is changing rapidly for brands with a physical presence. This presentation gives an overview of these trends and examples of how early adopter brands are addressing these new realities. More at http://www.venuelabs.com or sample your brand at http://www.aboutlocal.com.
Customer Feedback Management - Best PracticesGleanster
This deck explores how Top Performers are working to capture, integrate, enhance, analyze and act upon customer feedback in a systematic fashion. It shows top 3 reasons Top Performers use Customer Feedback Management, top 3tactics Top Performers use to outperform peers with Customer Feedback initiatives, most common challenge Top Performers face with Customer Feedback Management, top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives.
Our experience working with over 100 SaaS companies and online businesses has granted us a unique insight into trial conversion trends. Did you know that the best in class SaaS companies have more 3 times greater website to paid visitor conversion than the average benchmark? In this report we answer the question: “what is the typical conversion in SaaS?”. We include average and best in class statistics on:
- Website to (free trial) signup conversion
- Free trial to paying user conversion
- Churn rates during the first 90 days of subscription
- Average monthly churn rates
Learn more:
Are you engaging new trials in their evaluation?
http://blog.totango.com/2012/03/are-you-engaging-new-trials-in-their-evaluation/
How to boost sales with a free trial model:
http://www.slideshare.net/totango/how-to-boost-sales-with-a-free-trial-model
Analysts on Totango:
OVUM: http://blog.totango.com/wp-content/uploads/2012/09/Ovum-Report-on-Totango-September-2012.pdf
Paul Greenberg: http://blog.totango.com/2012/08/crmidol-2012-totangos-review-their-future-will-be-very-very-bright/
This presentation details what customer feedback surveys are, when they should be used, best practice examples, and principles to follow when creating them.
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
NPS vs. CSAT - A Guide to Measuring Customer HappinessTalkdeskInc
https://www.talkdesk.com/
The most successful businesses are data-driven, and measuring your customer happiness is no exception.
Here is a breakdown of the two most popular metrics for measuring customer happiness: Net Promoter Score® (NPS) and customer satisfaction score (CSAT). This slideshow will show you the difference between the two and some best practices for measuring both.
CLM (Closed Loop Marketing) is a survey management tool, which allows the users to create surveys and publish them at any time.
Closed Loop Marketing tool is specially designed for the Pharma Industry where surveys can be conducted on doctors and the results collated by SBO, AM, RM and the regions.
Closed Loop Marketing Analysis for PharmaAndreas Dam
As a pharmaceutical business, how do you get the most benefit out of CLM and CRM? How good are you at closing the loop? This presentation is about the approach to getting true customer insights based on tracking.
This presentation was presented at #CustomerAnalytics Conference, Chicago 2014 by Maruti Peri, VP Sales.
BRIDGEi2i helps businesses extract each ounce of loyalty in today's “Age of the Customers” as customer loyalty keeps fighting an uphill battle with increased product choices and proliferation of prospective client information. To know more about BRIDGEi2i Customer Intelligence Solutions, visit http://www.bridgei2i.com/customer-intelligence.html
The What, How, Now Model to Building a Customer Feedback Programstephchristensen15
Want to improve you CX< CSat or VoC program? Join us as we review a 6-step model covering what to measure, how to measure it and what you can do now to take it all to the next level.
After 15+ years of leading relationship marketing initiatives, I've developed this blueprint for a comprehensive customer loyalty strategy.
The focus is primarily on digital content subscriptions and SaaS, however these principles will work for any business looking to increase customer loyalty and lifetime value.
Please share your comments and questions!
My contact information is on slide 31 if you'd like a copy.
Are you Curious… our latest industry survey shows the key experience and marketing management tools used / not used by nationally leading organizations.Click here for the infographic on this Spring 2015 survey of IA leaders.
The Perceived wait time could frustrate a caller if he feels the time on hold is excessive. Even if he is on hold for a few minutes – it may seem longer.
Why Your Customer HealthScore is Useless and How to Overcome ItBoaz S. Maor
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
2013 HDI Session 607: Call Monitoring Scoring for SuccessEddie Vidal
April 18, 2013
Session 607: Call Monitoring: Scoring for Success
The expectations you set for your analysts will go a long way toward helping them create the perfect customer experience. Walk away from this session with the tools you need to turn your team members into quality service agents; learn the importance of showering them with praise when they perform successfully and working with them privately on their weaknesses. Eddie Vidal will explain why it’s important to greet the customer in a professional, consistent manner, focus on key points during the call, and train your agents in the right techniques for closing the customer loop.
This presentation details what customer feedback surveys are, when they should be used, best practice examples, and principles to follow when creating them.
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
NPS vs. CSAT - A Guide to Measuring Customer HappinessTalkdeskInc
https://www.talkdesk.com/
The most successful businesses are data-driven, and measuring your customer happiness is no exception.
Here is a breakdown of the two most popular metrics for measuring customer happiness: Net Promoter Score® (NPS) and customer satisfaction score (CSAT). This slideshow will show you the difference between the two and some best practices for measuring both.
CLM (Closed Loop Marketing) is a survey management tool, which allows the users to create surveys and publish them at any time.
Closed Loop Marketing tool is specially designed for the Pharma Industry where surveys can be conducted on doctors and the results collated by SBO, AM, RM and the regions.
Closed Loop Marketing Analysis for PharmaAndreas Dam
As a pharmaceutical business, how do you get the most benefit out of CLM and CRM? How good are you at closing the loop? This presentation is about the approach to getting true customer insights based on tracking.
This presentation was presented at #CustomerAnalytics Conference, Chicago 2014 by Maruti Peri, VP Sales.
BRIDGEi2i helps businesses extract each ounce of loyalty in today's “Age of the Customers” as customer loyalty keeps fighting an uphill battle with increased product choices and proliferation of prospective client information. To know more about BRIDGEi2i Customer Intelligence Solutions, visit http://www.bridgei2i.com/customer-intelligence.html
The What, How, Now Model to Building a Customer Feedback Programstephchristensen15
Want to improve you CX< CSat or VoC program? Join us as we review a 6-step model covering what to measure, how to measure it and what you can do now to take it all to the next level.
After 15+ years of leading relationship marketing initiatives, I've developed this blueprint for a comprehensive customer loyalty strategy.
The focus is primarily on digital content subscriptions and SaaS, however these principles will work for any business looking to increase customer loyalty and lifetime value.
Please share your comments and questions!
My contact information is on slide 31 if you'd like a copy.
Are you Curious… our latest industry survey shows the key experience and marketing management tools used / not used by nationally leading organizations.Click here for the infographic on this Spring 2015 survey of IA leaders.
The Perceived wait time could frustrate a caller if he feels the time on hold is excessive. Even if he is on hold for a few minutes – it may seem longer.
Why Your Customer HealthScore is Useless and How to Overcome ItBoaz S. Maor
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
2013 HDI Session 607: Call Monitoring Scoring for SuccessEddie Vidal
April 18, 2013
Session 607: Call Monitoring: Scoring for Success
The expectations you set for your analysts will go a long way toward helping them create the perfect customer experience. Walk away from this session with the tools you need to turn your team members into quality service agents; learn the importance of showering them with praise when they perform successfully and working with them privately on their weaknesses. Eddie Vidal will explain why it’s important to greet the customer in a professional, consistent manner, focus on key points during the call, and train your agents in the right techniques for closing the customer loop.
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
Building Blocks for a Successful QA ProgramCloudTask
Making sure your sales reps are performing at their peak is vital for any inbound sales team. That's why implementing a holistic quality assurance program will make sure your team is on track and reaching their goals consistently.
Check out our nine building blocks to creating a successful QA program for your inbound sales team in this SlideShare presentation.
Customer Experience Management for StartupsVishal Kumar
Dr. Bob E Hayes: I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
For More, please visit http://www.tcelab.com
Customer Experience Management for StartupsTCELab LLC
Dr. Bob E Hayes: I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
For More, please visit http://www.tcelab.com
A Robust approach to analysis of Customer Satisfaction Survey feedbackSantanoo Medhi
Customer Satisfaction Survey ( CSS) is a widely used Management tool to gauge the customers’ view of products and services of a company and identify areas of strengths and weaknesses and thereby formulate strategies to address the same. CSS are done on multi-dimensional aspects of the Company consisting of various customer touch points and value proposition. Traditional Customer Satisfaction Surveys treats each of the variables with equal weight and as independent variable. However, the truth is that variables are neither equally weighted nor independent. This paper proposes a different methodology of analyzing Customer Satisfaction Survey feedback considering relative weight and interdependency of the variables. Further it proposes to show how the resulting insight can be used for creating more effective strategies for better performance in areas that really matters to customer.For the purpose of this paper, we will be focusing on B2B organizations.
Measure Customer and Business Feedback to Drive ImprovementTechWell
Companies often go to great lengths to collect metrics. However, even the most rigorously collected data tends to be ignored, despite the findings and potential for improving practices. Today, one metric that cannot be ignored is customer satisfaction. Customers are more than willing to share their thoughts in a manner that can impact your bottom line. Social media gives consumers a stronger voice than ever, and damage to your brand is only one tweet away. The question is: Are you listening to your customers? Paul Fratellone helps you break down current process metrics so you can build them back up with business and customer value at the forefront. With feedback on how well you are attaining your objectives, you can create a powerful action plan for change that will receive the attention it deserves. If you are serious about improving the value of your projects to the business, join this session and let the right data drive your improvement actions.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
IARE - International Association of Reservation Executives
1. MATT ROCCO, PRESIDENT / COO
JIM IYOOB, EVP – CUSTOMER EXPERIENCE
ETECH GLOBAL SERVICES
IMPLEMENTING A SUCCESSFUL
QUALITY MONITORING
PROGRAM
2. World Class Quality Monitoring Program
1. Contact Center Challenges
2. How a Effective Quality Monitoring Program can Help Ease
your Pain
3. What is Quality Monitoring in a Contact Center
4. Quality Monitoring verse Quality Assurance
5. Best Practices of Quality Monitoring Program
6. Quality Monitoring & Business Intelligence
7. Benefits of Using a Third Party
8. Case Study Results of Implementing a Quality Monitoring
Program
2
3. Contact Center Challenges
• The contact center is the “face” of your company
• Bad contact center experiences annoy and frustrate your
customers, and spread quickly
• Agent staffing is a growing cost to your business
• Tracking and monitoring agent behavior is difficult to
manage… there is a cost (but also a ROI)
• Front line supervisors have a direct impact on quality and
satisfaction of your customers, yet many do not embrace this
opportunity
• Agent attrition is a direct cost to your business due to
retraining and impact on customer experience
3
4. Quality Monitoring Can Ease Your Pain!
• Provide you insight into contact center interactions with your
customer
• Alert you of unsatisfactory customer contacts with
recommendations for improvement
• Assurance of corporate governance
• Identify and quantify “coachable” issues
• Distribute daily quality reports to ensure agents are
progressing in quality and performance rather than turning
them over
• Calibrate with front line supervisors to make sure there is
consistency in coaching
• “Close the Loop” on coaching opportunities to provide follow
up and track improvement
4
9. Quality Monitoring & Business Intelligence
9
An effective method to ensure customer satisfaction involves
integrating call monitoring and business intelligence (BI)
analytics. An effective & integrated call monitoring /BI process
enables a company to collect, record, sort and analyze data to
assist in various decision making processes.
BI data that is gathered by companies through tracked &
monitored calls can be used to guide marketing strategies &
priorities. For instance, the information collected on specified
demographic groups, average caller age and frequently asked
questions can all help in determining marketing priorities.
13. 13
Portfolio
Client is an online subscription fashion retailer
Offers personalized shopping experience
Consists of a portfolio of online subscription service brands
The Member (Customer) Experience
Technology Change – Focus on Online Transaction
Member challenges (Matching specifications with choice, place of delivery, after sales support etc.)
Etech Global Services – The Monitoring Solution Provider
Challenges: Member retention; expansion of member base
Solutions:
Third party unbiased insights into transactions
Actionable data with specific recommendations
Alerts for quick fix
Trusted partnership to improve results
Leading Fashion Retailer
14. 14
QA Academy for client FCs (New Hires) to provide detailed feedback of their performance
before the FCs go live
Recommendations to improve service level, modification to, or introduction of business
strategies
MSAT Round Table: QA team actively participates in the deliberations to improve Member
Satisfaction Experience
Escalations sent on daily basis to highlight the opportunities with the trends captured during
the audits
Auto Failures are sent immediately to distribution group to address in real time
Deep Dive Analytical Studies on Retention, Saves, Cancellations to identify trends and create
resolution
Weekly analysis of brand performance, location performance, and agent performance
Best Practices at Work
15. 15
Dip stick analysis to check implementation of coaching inputs and feedback – linked to the
desired end results
QA administered DAPs (Development Action Plans) for repeat offenders
Establishing correlation of QA scores with campaign results
Training (TNA/TNI) Studies and recommendations – monitoring post training performance
trend
Fixing Accountability at different levels. Accountability Audit (Inputs for Rewards v/s
Impacts)
Agent/QA Score Cards – linked to benefits or impacts
Closed Loop Control Process
16. 16
Unrelenting schedules of calibration sessions to ensure:
Client expectations and understanding of QA team are in full alignment
Updates are shared and understood by each party
Calibration variance (if any) are measured and monitored for improvement
Best Practices shared
5%
4% 3%
5%
4%
3%
Benchmark, 5%
0%
1%
2%
3%
4%
5%
6%
WK 6/22 WK 6/29 WK 7/6 WK 7/13 WK 7/20 WK 7/27
Calibration Variance Trending
Variance Benchmark
Calibration Sessions
17. 17
First Hand Recommendations that work
Deep dive into transaction attributes (Calls/Chats/Emails)
Modify Audit Form (focusing on MSAT), followed by series of reviews to fine
tune it
Intensive Calibration sessions to understand and scrutinize information essential
for client to improve and deliver results
Monitoring Services Provided - Highlights
Capturing, analyzing, and delivering feedback, drilled down at center level, team
level and agent level
Dip Stick analysis to ensure closed loop of feedback to improve MSAT
Provide trends on top opportunities to monitor effective dissemination of
coaching inputs to Fashion Consultants
Daily summaries & Weekly Decks to client management for high level over view
Etech – Client Collaboration
18. Confidential 18Etech Global Services
Top Opportunities
in April’15
Drop in factors
affecting MSAT-
July’ 15
Etech QA team shared FC level, team level and center level opportunities with Six
Sigma approach to overcome hurdles & improve member satisfaction
Analyzed Reasons & Improvement Trend
19. Confidential Etech Global Services 19
Success Story
MSAT scores improved which directly resulted in improvement in retention of
existing members
Cancellation & Save Attempt Summary
20. 20
www.etechgs.com
Jim Iyoob, EVP
Etech Global Services
936.371.2640
Jim.Iyoob@etechgs.com
@jiyoob
Matt Rocco, President & COO
Etech Global Services
936.559.2239
Matt.Rocco@etechgs.com
@mroccoetech
Etech provides detailed feedback for the performance of each of the newly hired Fashion Consultants (Agents) which makes them ready for joining the main team.
High level accurate recommendations to improve service level and introduction of thoroughly analyzed business strategies
Active participation in Member Satisfaction (MSAT) Round Table Conferences on daily basis to improve the Member Experience
QA Escalations sent on daily basis highlighting the major opportunities and trends captured during the regular audits which directly impact the performance of the Fashion Consultants
QA Alerts/Auto Failure emails are sent out in real time to respective groups which highlight the most important opportunities captured in a particular audit
Dip Stick Analysis on Retention Efforts, Save Attempts, and Cancellations of JustFab Memberships to identify trends and success ratios of Retention Policies
Week by week analysis of performance of Fashion Consultants based on Brand and Location
Control Process is closed loop and includes the following features:
Dip stick analysis is done to check implementation of the available coaching inputs and feedback which is directly linked to the desired outcome
Repeat Offenders from the QA team undergo actionable Development Action Plans leading them to achieving specifically designed targets
Establishing direct correlation of QA scores with campaign results
Conducting Training Studies and Test Phase studies to provide specific accurate recommendations leading to a hike in the overall performance of Fashion Consultants
QA Scorecards and Agent Coaching Forms designed to capture the impacts on Members and JustFab
Weekly Calibration Sessions to ensure that JustFab and QA team are in full alignment and updates are completely understood by everyone involved. Also, emphasis is put on measuring and monitoring Calibration Variance as a best practice.
Etech has been constantly proving its expertise in Calibration sessions. The above graph depicts that Etech’s variance has been below the benchmark figure of 5% during the past many weeks
All the three modes of customer interactions (Chat, Email, & Voice) are closely monitored in audit forms which are fine tuned and re-aligned at regular intervals to focus on improving the MSAT
Etech has been capturing, analyzing, and providing specific feedback drilled down at Center Level, Team Level, and Agent Level. Also, Etech thrives to provide weekly top opportunities for effective dissemination of coaching inputs by delivering daily summaries and weekly decks to JustFab Management for necessary action
As shown in the graphs, Etech implemented Six Sigma approach to overcome hurdles & improve Member Satisfaction by sharing FC level, Team level, and Center level opportunities. Graphs depict a considerable drop in opportunities affecting the MSAT in a period of over 3 months.
The collaboration of Etech and JustFab has resulted in a considerable increase in the Save rate (Apr ‘15 to Jul ‘15) as shown in the graph which has been in benefit of improving the overall MSAT