This document discusses improving contact center quality programs. It addresses common issues like not measuring financial return on quality investments and lack of linkage between quality metrics and customer satisfaction. The document provides recommendations in key areas: measuring quality program costs and ROI; correlating monitoring scores to customer feedback; and collaborating across departments to build value. It also highlights opportunities to strengthen quality program structure and reporting based on survey results. Overall, the document provides guidance on optimizing quality assurance to better meet customer expectations and organizational goals.
Pragmatic Portfolio Management, 25 Sept 2012
Martin Samphire and David Dunning, on behalf of the APM
Portfolio Management (PfM) SIG, APM Portfolio Management (PfM) SIG, APM Thames Valley Branch
Pragmatic Portfolio Management, 25 Sept 2012
Martin Samphire and David Dunning, on behalf of the APM
Portfolio Management (PfM) SIG, APM Portfolio Management (PfM) SIG, APM Thames Valley Branch
Learn all about Demand Management, including common problems, solutions, and the benefits of forecast accuracy. For more information about demand management, go to http://johngalt.com/sales-operations-planning-software/atlas-planning-suite/demand-management/.
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Companies who have implemented call quality programs have realized significant improvement in call quality, customer satisfaction, employee performance, and overall call center performance. How does your call quality program compare? This is an extract from the Ascent Group\\\'s annual call quality practices benchmarking research.
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.
Monitoring is the continuous collection of data and information on specified indicators to assess the implementation of a development intervention in relation to activity schedules and expenditure of allocated funds, and progress and achievements in relation to its intended outcome.
Evaluation is the periodic assessment of the design implementation, outcome, and impact of a development intervention. It should assess the relevance and achievement of the intended outcome, and implementation performance in terms of effectiveness and efficiency, and the nature, distribution, and sustainability of impact.
Successful organizations are constantly monitoring, evaluating, and improving based off of their successes and failures. Learn how to design your own monitoring and evaluation program with this deck from WAN, and learn more on our free Strategic Advocacy Course, available at: http://worldanimal.net/our-programs/strategic-advocacy-course-new/about
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Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent some time exploring what a seamless customer experience looks like and shared some tips to improve the service experience. Click through for insight your team can use in the year ahead.
Learn all about Demand Management, including common problems, solutions, and the benefits of forecast accuracy. For more information about demand management, go to http://johngalt.com/sales-operations-planning-software/atlas-planning-suite/demand-management/.
How can you positively impact your sales conversion ratesHyperquality Inc
Worried about your rate of sales conversion??Go through this document to gain a new perspective as to how you can increase your sales conversion rate.Fee free to contact us for more solutions
Companies who have implemented call quality programs have realized significant improvement in call quality, customer satisfaction, employee performance, and overall call center performance. How does your call quality program compare? This is an extract from the Ascent Group\\\'s annual call quality practices benchmarking research.
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.
Monitoring is the continuous collection of data and information on specified indicators to assess the implementation of a development intervention in relation to activity schedules and expenditure of allocated funds, and progress and achievements in relation to its intended outcome.
Evaluation is the periodic assessment of the design implementation, outcome, and impact of a development intervention. It should assess the relevance and achievement of the intended outcome, and implementation performance in terms of effectiveness and efficiency, and the nature, distribution, and sustainability of impact.
Successful organizations are constantly monitoring, evaluating, and improving based off of their successes and failures. Learn how to design your own monitoring and evaluation program with this deck from WAN, and learn more on our free Strategic Advocacy Course, available at: http://worldanimal.net/our-programs/strategic-advocacy-course-new/about
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Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent some time exploring what a seamless customer experience looks like and shared some tips to improve the service experience. Click through for insight your team can use in the year ahead.
Good IVR Design is as much about caller behavior and human psychology as it is about technology. In this recorded session, Rebecca Gibson, Contact Center Solutions Consultant with Interactive Intelligence, will discuss 4 critical design principles and 17 best practices that will increase both business results and customer satisfaction with your IVR.
IARE - International Association of Reservation ExecutivesEtech
Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.
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.
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According to a free-market model competition among suppliersd.docxannetnash8266
According to a free-market model competition among suppliers:
drives costs higher and quality lower
drives costs higher and quality higher
drives costs lower and quality lower
have no effect on cost and quality
drives costs lower and quality higher
Which of the following is not an example of a strategic content variable?
Quality costs
Time
Leadership
Planning
Generic strategies
Business cases, process mapping, voice of the customer, change management, and problem/objective statements are used in the ______ Six Sigma process.
defining
measuring
improving
analyzing
controlling
__________ is the process by which a leader influences a group to move toward the attainment of superordinate goals.
Leadership
Controlling
Organizing
Empowerment
Planning
External validation measures of quality programs such as the Baldrige criteria and ISO 9001:2000 are referred to as:
single-source measures
benchmarking measures
single-source filters
externally-directed filters
stretch validation measures
A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________.
customer partnering
supplier partnering
supplier/customer codependence
supplier linking
value partnering
There are two broad categories of quality costs, namely:
production costs and service costs
those costs due to quality inspection and those costs due to quality design
those costs due to poor quality and costs associated with improving quality
design costs and control costs
inspection costs and manufacturing costs
One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are:
constantly changing in manufacturing but remain fairly stable in services
constantly changing in services but remain fairly stable in manufacturing
relatively stable
not a priority for many firms
constantly changing
The major theoretical contribution of Kaoru Ishikawa was:
Pareto Analysis
the concept of benchmarking
his assertion that “quality is free”
his emphasis on total involvement of the operating employees in improving quality
his insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality
__________ refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.
Controlling
Organization
Leadership
Culture
Management
The model of reactive customer-driven quality shows:
a firm’s quality performance is increasing while customer’s expectations are also increasing
a firm’s quality performance is increasing while quality costs are also increasing
a firm’s quality performance is increasing while quality costs are decreasing
a firm’s quality performance is decreasing while customer’s expectations are also decreasing
a firm’s quality performance is increasing while customer’s expectations are decreasing
The supplier development program developed by a Chrysler/Ford/General Motors supplier .
Why is focus on customer excellence so important? Because in a global, connected world in which venues, products and services are increasingly interchangeable and prices ever more transparent, the (memorable) customer experience often becomes the key differentiator. Customer Excellence pays off in general: customer retention is far less expensive than customer acquisition and great customer experience results in the reduction of (process) costs within the framework of complaint handling. Plus - it’s a profitable marketing strategy: Word-of-mouth advertising is the best kind of advertising that money can’t buy.
In this session we will show you examples and approaches on how to set-up up a customer experience measurement program that will provide you with precise data on your customers and actionable insights for the definition of customer excellence measures which will be helping you to ensure sustainable business success with meeting organizers in companies and associations.
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ICMI Quality Presentation
1.
2. Today’s Discussion
What’s Wrong with Quality?
Measuring and Monitoring the Quality Program
Quality vs. Customer Satisfaction
Building Value
3. The Challenge: What’s Wrong with Quality?
Failure to measure, analyze
and drive an ROI
Little or no linkage between
quality measurements and
customers’ perception of a
quality encounter
An emerging understanding of
more strategic program
applications such as
experience monitoring and
voice of customer programs
that dramatically enhance the
value of the contact center to
the organization
4. Quick Practitioner Poll
Is Your Quality Management Program currently
optimized in these areas?
Financial/ROI
Customer Satisfaction
Adding Value Beyond the Contact Center
5. Today’s Discussion
What’s Wrong with Quality?
Measuring and Monitoring the Quality Program
Quality vs. Customer Satisfaction
Building Value
6. How to Measure Quality Program Financials
Cost Of Quality Analysis
7. How to Measure Quality Program Financials
Return on Quality
8. How to Monitor the Monitoring Program
Monitor the program for consistent execution.
Sound programs will include monthly or
quarterly reporting of:
– Program cost
– Audit cost
– Calibration Variance
– Auditor Effectiveness
– Program Constraints
– Margin of Error
– Impact of Process/Policy Changes
Annual reporting and analysis of program ROI
9. Today’s Discussion
What’s Wrong with Quality?
Measuring and Monitoring the Quality Program
Quality vs. Customer Satisfaction
Building Value
12. Does Quality Monitoring =
Quality Interactions?
Six steps to improve the linkage of quality
processes with customer experiences and loyalty:
1. Correlate monitoring criteria with 4. Ensure that monitoring results are
customer satisfaction measures analyzed to identify performance
patterns and trends
2. Correlate monitoring scores and 5. Measure contact satisfaction at
post contact customer satisfaction the agent level
results
3. Utilize a customer oriented approach 6. Invest in technologies that optimize
to monitoring and scoring interactions auditing sample sizes for greater
statistical relevance
13. Today’s Discussion
What’s Wrong with Quality?
Measuring and Monitoring the Quality Program
Quality vs. Customer Satisfaction
Building Value
14. Quality: Building Value Through Collaboration
Contact Centers must increase collaboration
with other business units (e.g. HR, Product
R&D, IT, Marketing, the Field Workforce and
Sales) in order to:
Share the story
Educate stakeholders on process
Seek out input and potential value
enhancements
15. Quality: Building Value Through Intelligence
Create closed loop processes that link
quality data with:
Hiring and recruiting process
improvements
Training needs assessment (new
hire/on-going)
Coaching effectiveness measures
and coach development plans
16. Quick Practitioner Poll
Does your Center measure agent
quality metric improvement as
a key indicator of Supervisor/Coach
effectiveness?
17. Quality: Building Value
Through Voice of the Customer
Quality Monitoring is a Key Enabler
A sound VOC Program should:
Have a defined value stream for
Provide on-going insight into customer categories and types of customer
wants and needs feedback
Increase awareness of customer Recognize and account for all
preferences customer intelligence stakeholders
Enable assessment of customer and with defined routing logic
perceptions Recognize intelligence time
Provide unbiased reporting of sensitivity
feedback Provide a closed loop reporting
Mine solicited and unsolicited mechanism to ensure lessons
feedback from internal and external learned are leveraged for continued
sources e.g: organization improvement
o Customer buzz monitoring using
speech analytics(internal)
o Social media monitoring (External)
21. Definition of Enterprise Section
Enterprise
“This area is about the level of support your center’s quality
assurance program has within your organization and from
executive leadership. It is also about how well your program is
aligned with the Enterprise’s mission, vision and customer
expectations.”
22. Enterprise Outlook
Executive management support for the program.
An appropriate organizational structure is in place to support
the contact center’s quality assurance program and process.
Quality performance monitoring standards are linked with
customers’ expectations and measure both foundation (basic
required skills) and finesse (soft skills) standards appropriate
for the organization.
24. Definition of Program Structure Section
Quality Assurance Program Structure
“This area is about your quality assurance program having all
essential processes documented with critical technologies in
place to provide a holistic, 360 degree view of the response
quality provided on all interaction channels. It is also about
understanding the financial payback for all quality
improvements and spending.”
25. Program Structure – Challenges
Lacking a defined purpose and objectives
Limited post interaction surveying
Not including customer feedback into the process
Depending only on the quality monitoring process to determine
customer expectations
Limited or under-utilized technology
All customer access channels are not monitored
FCR not measured or utilizes poor methodology
Not measuring Return on Investment (ROI)
26. Program Structure Enrichment
High performing centers understand that a quality contact
is defined by their customers…
Develop their program objectives & purpose based on
customer’s expectations.
Understand their customers better by using post
transaction automated CSAT surveying to obtain direct
feedback.
Incorporate direct customer feedback into agent quality
scoring and coaching feedback.
Measure FCR by asking the customer via post transaction
automated surveying. And using other methods to
validate.
27. Program Structure Enrichment(contd)
High performing centers understand the value and impact of
consistently delivering quality…
Quality is a priority and as such, the necessary time and
resources required are provided.
Technology is considered a crucial enabler.
All channels are monitored to ensure response consistency.
ROI is gained when the cost of quality monitoring is
understood and monitoring processes are aligned with
organizational strategic objectives.
28. Definition of Reporting Section
Reporting
“This area is about whether or not your reporting is thorough
and contributes not only to the improvement of the quality of
the interactions but also contributes to overall process
improvement within the center and Enterprise.”
29. Reporting – Common Challenges
Limited, actionable reporting.
Not tracking, trending or analyzing results by category to
identify individual and/or center-wide performance results
and process improvement opportunities.
Limited use of quality statistical tools.
No formal process is in place to share key customer data,
findings, and feedback outside the center.
30. Reporting Enrichment
Effective and meaningful reporting of quality results is critical
to high performing organizations.
Track and trend results using a variety of analytical/statistical
tools to achieve improvement.
Use automated reporting and/or develop appropriate
databases for use in manipulating quality data.
Develop relationships with other departments in the
organization and actively share data obtained from the
quality program.
Use scorecards and dashboards to report/monitor quality
results on a daily, weekly, and monthly basis.
31. Helpful Resources
ICMI Quality Scorecard
The Real-Time Quality Self-Assessment
icmi.com/qualityscorecard
ICMI Quality
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