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“Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights”

Proprietary & Confidential, CallMiner Inc.

Educational Webinar is brought to you by

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Today’s Educational Webinar “Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights” is sponsored by the following partners:


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“Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights”

Proprietary & Confidential, CallMiner Inc. 6

Today’s Agenda

1. Explanation of how Interaction Analytics Work

2. Leveraging Analytics to improve Agent Performance/Results

3. D #1

4. D #2

5. D #3

6. Summary

7. Q&A


Transcription &

acoustic measurements (redacted)

Use case specific

automated tagging (language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

Scoring, trending

& tracking

100% Interactions

Audio

Values

Metadata

Values

Agitation Chats

Surveys

Text

Messages

Emails

Twitter

Word Tempo

Silence

Agent Info

IVR Details

Caller Info

CRM Data

WFO Data

Calls

With metadata

Automated Interaction Analytics - Explained


Compliance, behavior & targeted coaching insight

Use case specific scoring & tracking

100% Interactions

With metadata Transcription & acoustic measurements

(redacted)

Use case specific automated tagging (language patterning)

Thank you for calling ABC Bank. How can I help you?

This is my third time calling! You overcharged me on my last bill. I need to speak with a manager

May I confirm your name, address , and last four digits of your social security number?

I’ve already entered my account information in the IVR! You people are useless!

Proper Greeting

Right Party Contact

Empathy Payment Language

Dissatisfaction Agent Effectiveness

Politeness Churn Language

Close Language



Transcription & acoustic measurements

(redacted)

Use case specific automated tagging (language patterning)

Compliance, behavior & targeted coaching insight

100% Interactions

With metadata

CALL OPENING

72

UNDERSTANDING

HIGH

EMATHY

LANGUAGE

76

EFFICIENCY

RATING

OPTIMAL

DISCLOSURE

LANAGUAGE

HIGH

CALL CLOSING

MEDIUM

Use case specific scoring & tracking



But First, a Question…

When you are coaching your agents how many sources of data are you using? 1 Source: Supervisor Opinion

2 Sources: Agent Opinion- Supervisor Opinion

3 Sources: Agent, Supervisor and CSAT-Voice of the Customer

Insights from Interaction Analytics

4 Sources: Agent, Supervisor, Interaction Analytics and Peer to Peer


Developing Best Practices to Improve Agent Performance through

Interaction Analytics Insights

3 D’s 1. Data


Data - Getting the right information to coach from.


Other data sources

The Advisor How did I do? What went well? What could be even better if..? The Customer CSAT, NPS, NES…


Risks without Data

Subjective coach opinion: “What I think…”

Lack of impact: No visibility of customer feedback (so what, who cares?)

Needle in a haystack: time consuming 1% manual analysis (not representative)


Evaluating the Data – Quality Framework

Make the Framework Omni-channel compatible

Avoid tick boxes and ‘rules’ that kill common sense, rapport and personalization.

E.g. ‘Is there anything else I can help you with today?’

Provide background guidance as to ‘how’ to do the behaviour and ‘why’ it is important.

Incentivize service and sales performance with the Framework

Make it catchy, memorable, front of mind and themed.

Provide training to launch and support success.


Case Study: Autoglass® Quality Framework


Framework Design

Compliance Conversion

Control Customer

Advisor

Manager

Bra

nd

ed

as

:


Project Steps:

1. Redesign the Framework to drive the correct behaviours that will improve customer experience, increase sales, reduce AHT and achieve compliance.

2. Test and pilot the Framework across voice, chat, email and social.

3. Train the Managers and Coaches in how to use it and refresh coaching skills.

4. Launch the branded project with communications, highly engaging themed classroom training and interactive e-learning.

5. Evaluate results, operationally and Quality scores.


Targets and Benefits

Compliance

Target 100%

• Improvement across all 9

criteria

• Support from an external Audit

perspective

Conversion

Target 81% Sales

• Aim to improve Appointment

rate and Retention rate

• Maintain focus on declaring all

Opportunities

Control

Budget <420secs

• Aiming for a reduction of 30

seconds

• Closer control, minimising

“range”

• Reduction of Red Contacts

Customer Target 80% of advisors

>75% excellent scores

• Close the gap on technician

scores

• 33% of Advisors scored >90%

Excellent or Good

Employee Engagement

improvement due to investing

in our people

Lower Turnover and absence

rates

Link to Reward and

Recognition – in future a

qualifier for Bonus…

Performance management tool

for development

Delivery of Financial benefits


Scorecards


The 360 Scorecard

Advisor ‘self-selects’ and ‘self-scores’ immediately

Increases credibility Provides alternative

viewpoints Adds impact/weight Highlights ‘blind’ spots Removes coach as ‘bad cop’ Encourages change


Another Question…

How frequently are you having coaching sessions

per month per agent? Adhoc

1-3

3-5

6 or more per month




3 D’s 2. Discussion


Definition of Coaching

Coaching is not teaching. It is about

increasing performance and making a

difference. However, it requires no

technical expertise or familiarity with

the subject matter. Coaching is a

process that facilitates change and

development. It is about helping

individuals and teams invent the

future. (Chakratovy et al 2001, p11)


What coaching isn’t… • Telling someone

what to do,

• a panacea for all ills,

• therapy,

• counselling,

• doing it ‘for’ someone,

• giving answers.

Proprietary & Confidential, CallMiner Inc. p a g e 27

Proprietary and Confidential, CallMiner Inc. Proprietary and Confidential, CallMiner Inc.

INTEGRATING INTERACTION ANALYTICS INTO YOUR COACHING PROGRAM

Configure for specific language and behaviors

Leverage Instant Insights for common metrics

Build targeted scores

Compare groups and agents

Identify opportunities for improvement

Quickly find & flag coachable moments

Score your contacts automatically

Agent/CSRs

Quality Analyst

Supervisor/Coach

Analysts configure Eureka to score agents according to your organization’s standards

Insight and accuracy into the performance of your workforce

Complete the performance feedback loop with meaningful, actionable insight that both coaches and

agents can use to optimize agent performance


“The answers are on the inside and the role of the coach is to unlock them from the outside.”

A. Gilbert

It’s all about Questions


Forward Feed

29

Imagine you’ve achieved

your goal. What does

that look/feel/sound like?

How did you get there?


Backward Feed

30

Have you ever had a

situation where you’ve

had to make an important

decision before? How did

you do it?


Drill Down Deeper

31

Why? Why? Why? Why? Why? Don’t just accept the first answer. What else could you do? What else could you do? What else could you do? Who/What/When/Where/Why/How? But: Don’t drill into personal/emotive topics. If floodgates open then the rational brain leaves the building!


Competence/Skill TRUE:

Do they know how to do it?

KNOWLEDGE

How well can they do it?

SKILL

Have they done it recently?

EXPERIENCE

Training: Have they been shown what to do?

Role Perception: Is their view of the goal or task aligned

with yours?

Understanding: Do they understand the task?

Experience: Have they successfully performed the

task/role recently?


Commitment/Will WISC:

Do they believe they can do it?

CONFIDENCE

Do they want to do the task?

MOTIVATION

Willingness: Are they willing to perform the task?

Incentive: What’s in it for Me/For them?

Security: What are the consequences of failure?

Confidence: Do they believe they can do the task?


Golden rules of contact centre coaching…

Don’t cancel coaching when you are busy

Build Advisors up, don’t knock them down

Regularly calibrate coaching amongst coaches to ensure consistency

Ensure coaching results in action plans that are supported and linked to performance reviews

If you can’t find any room for improvement say so! Make that rewarding!


Don’t Forget Daily Discussions…

Don’t over complicate simple conversations

Make it timely

Seek to understand then be understood

Let them save face

“I’m glad we’ve got a few minutes, I wanted to understand a bit more about that last

call you took, it sounded like it might have been a tricky one. Can you fill me in?”

“I heard the volume go up on that call, can you talk to me about what was

happening?”




3 D’s 3. Development


Development – Now what happens?

Induction On-the-job learning & coaching

Telephone Communication

Skills & Customer Care

Quality Framework

Detail

Skills Matrix Modules

Advanced Communication

Skills

Dealing With Difficult Calls

Sales Through Service

Qualifications Development &

Assessment Centres

Secondments

Internal Succession

Planning and Recruitment


Development…

What if we

train

people and

they leave?

What if we

don’t train

people and

they stay?


Development Basics

Keep an updated Skills Matrix.

Blended learning –fun classroom, e-learning, coaching, action sets etc.

Self-directed learning culture.

Dedicated contact centre training resource.

Measure ROI of training activity against metrics.

Be clear about what is a training need and what isn’t.


In summary, Contact Analytics can play a significant role as part of the “3 D’s” of a comprehensive coaching program in developing and retaining quality agents

Using Contact Analytics “week over week” trending scores can help spot issues that impact performance in both your novice and valuable seasoned agents.

Instituting a consistent, bi-directional coaching program fueled by Contact Analytics can help catch, counsel and correct agent behaviors or trends

Contact Analytics can then be used post counseling to determine coaching effectiveness, recognize progress or additional course correction to optimize agent performance


Educational Webinar is brought to you by

www.EngagementOptimization.com


Today’s Educational Webinar “Developing Best Practices to Improve Agent Performance through Interaction Analytics Insights”

is sponsored by the following partners:


www.callminer.com/demo

@CallMiner

linkedin.com/company/CallMiner

facebook.com/CallMinerInc

[email protected]

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Solution acquisition costs adjusted based on results achieved

Results tied to defined benchmarks during customer Test Drive engagement Available to qualifying contact centers and BPOs

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