customer management: fresh thinking ~ innovative solutions ~ unlocked potential duncan white –...
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Customer Management: Fresh thinking ~ Innovative Solutions ~ Unlocked
Potential
Duncan White – +44(0)7836 618303
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Typical QM associated issues
• Agent focused rather than operation focused – example of fundamental attribution error
• Not strategic
• Based on hearsay
• Sampling
• Assessment forms
• Assessment skills
• Subsequent actions
• Time
• Lack of buy-in from agents (and QM teams!)
• Consistency
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..and how we’ve approached them in the past
• Sampling• sample theory helps when assessing an operation in total but not individual
agents
• dynamic sampling
• Assessment forms• based on analytics rather than hearsay
• Assessment skills• best agents aren’t always the best assessors
• calibration & standardisation
• Time• left until last thing so rushed
• evaluations are often the first thing to be dropped in times of operational pressure (ironically at the time when you most need to do them)
• QM outsourcing
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Customer MoodCustomer Satisfaction Customer Effort
Increased SalesIncreased CollectionsIncreased FCRBetter Info givenBetter info gainedAdvocacy & LoyaltyIncreased Lifetime Value
Reduced CostIncreased EfficiencyBetter Use of Resource
Internal AdherenceRegulatory Compliance
(FSA, OFCOM)
Customer Views eg Brand
Customer Needs/WantsCompetition &
Comparator Information
Positive Orientation & Involvement Stress & Hassle; Uplifts
Improved MoraleReduced Sickness, Absenteeism,
Attrition
what do we mean by quality?
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Notion of Hierarchical Quality
Traditional QM
Strategic QM
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Customer Centric Quality
• Traditional compliance and QM process typically aimed at agent• Latest models measuring customer experience need to focus on
customer action and subsequent agent reaction e.g. Judgmental Heuristics
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Customer Centric Quality
• If you’re trying to use this framework (and you should because it correlates more directly to customer satisfaction and advocacy)
• How do you measure Peaks and Troughs using a conventional QM evaluation form?
• A Peak or a Trough is driven/measured by looking at customer reactions
• Given the paucity of Peaks and Troughs in a contact centre operation, how do you spot them in the first place?
• Using Speech Analytics on 100% of calls recorded defines, delivers and analyses against these parameters
• Allowing QM to focus on what agent behaviour occurred just before the reaction…and how the agent coped with it
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What’s Needed: A Breakthrough! A new version of Quality Management that can become an instrument of
organisational change
Ability to quickly search and evaluate 100% of calls A large enough sample size to provide in-depth insight into specific agent behaviours A large enough sample size to pick up customer reactions Agent performance measured on metrics that matter – metrics that drive corporate
objectives
Monitor quality scores that predict customer satisfaction and advocacy
Flexible solution that can integrate operationally
Managed services provided by experienced contact center professionals
Focuses quality on the behaviour of the organisation as a whole and not just the agent