webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru

noHold, Inc. Copyright© 2012

AVERAGE HANDLE TIME MINUS 80 SECONDS EQUALS SAVINGS IN THE MILLIONS: CALL CENTER 101 WITH SUPPORT CENTER UNIVERSITY

July 18, 2012

Dave Brown, Founder & President, Support Center University

Diego Ventura, Founder & CEO, noHold

Sarah Ramoz, Marketing Operations Manager, noHold

Introductions

Diego VenturaCEO, noHold

[email protected]


Sarah RamozMarketing Operations Manager

[email protected]

Dave Brown Founder & President,

Support Center [email protected]

© Dave Brown 2012

Founder & President

Support Center University Author, Trainer, & Consultant 35+ years experience in Tech, consulting & Training Book & 40+ articles/papers published Specialized expertise in Support Centers

Process Improvement, Staffing Models, & Change Management

Assessment & Improvement Projects

Dave Brown


Key Levers of Customer Sat

Slide 4 of 11

• Response Time– The time it takes for a customer to get through to a

qualified person

• Resolve Time – The time it takes for a customer to get their issue

resolved to their satisfaction

• Status Updates– The need for customers to be kept informed of the

progress on open issues

SOURCE: Technology Services Industry Association (TSIA)


Resolution is lowest rated in industry C-SAT!!

Slide 5 of 11

6570

75

80

85

CS SkillsTech

Knowledge Time to Respond Effectiveness

Time to Resolve

Customer Satisfaction

SOURCE: Technology Services Industry Association (TSIA)

Challenges of high-growth/turnover

Slide 6 of 11

• Hiring & Training Expense

• How long before fully proficient?– Increased AHT– Decreased FCR

• Plus…customer sat impact!

• Let’s look at an example…

Handle Time Matrix

Slide 7 of 11

Basic/EasyMedium or Advanced

Complex or Difficult

New/JuniorAgent 15 30 40

IntermediateAgent 14.25 20 30

SeniorAgent 13.5 18 20

Issue Complexity

Age

nt

Leve

l

Impact of Agent Experience

Slide 8 of 11

Basic Advanced Complex0

5

10

15

20

25

30

35

40

JuniorIntermediateSenior

SOURCE: Support Center UniversityIssue Complexity

Agent Level

Min

utes

AHT “Before”

Slide 9 of 11

Average Handle Time(in minutes)

0

5

10

15

20

25

30

BasicAdvancedComplexOverall

22.26

SOURCE: Support Center University


What’s the Solution?

• Get the call to the right level person• Avoid giving issues to agents that are

‘over their heads’• Ensure they have proper resources

• Two keys…• Skills-based Routing• Effective Troubleshooting and Problem

Resolution Tools

Slide 10 of 11

AHT Reduction

Slide 11 of 11

Average Handle Time(in minutes)

0

5

10

15

20

25


19.51


12% Improvement

Slide 12 of 11

Average Handle Time

(in minutes)

0

5

10

15

20

25


19.51


Average Handle Time

(in minutes)

0

5

10

15

20

25

30


22.26

Before After

Contact Info

Dave Brown• [email protected]• Phone: +1-303-494-4932• www.SupportCenterU.com

Slide 13 of 11


Call Center Virtual AgentDiego Ventura, noHold Inc. Founder and [email protected] 408-472-2764

Happier and more productive agents!

mailto:[email protected]

About noHold

• Private

• VC financed

• Profitable

• 100 Implementations (9 languages)

• U.S. Patent 6,604,141


What we do…

• We create Virtual Agents

• Virtual Agents are Web-based applications

• They work a little bit like Live Chat, but instead of chatting with a person, end users chat with an Artificial Intelligence

• Our customers use Virtual Agents to decrease support costs, increase sales and strengthen relationships with their partners.


Value across the whole Enterprise

Virtual Agent

Support Site

Social Networks

Call Center

Confederated Knowledge™Metrics for: Sales, Marketing and Engineering

eStore & Resellers


Call Center – Transformation Impact


Performance measure

Before noHold After noHold Remarks

Average Handle Time

X minutes 25%-35% reduction

noHold enables agents to get to the right answer quickly, enabling significant reduction in AHT

First Call Resolution

Y% 10-15% increase FCR is a critical factor in customer satisfaction. With noHold implementation, FCR easily improves

Consistency of response

Poor Improved Roughly 60-70% of the issues are standard in nature. All agents will be able to deliver consistent responses

Overall productivity X tickets per day 15% to 25% improvement

Reduced AHT, higher FCR enabled by virtual agents improves agent productivity

Cost of delivery Reduction by 15%-20%

Directly impacted by the agent productivity

CSAT 10%-15% improvement

Faster resolution and higher resolution rate leads to higher customer satisfaction. Customers believe that the agents are knowledgeable

Lead time to train Reduction by 2 to 3 days

Quicker launch as noHold enables faster knowledge adoption for 70%+ of standard tickets / issues

Attrition rate High 15%-25% reduction

Studies show that agents tend to enjoy the work if they are able to successfully take care of customers – better feedback & hence better “feeling” about the work done

Supervision High Easier If the agents are provided with ready access to context specific data, escalations & interventions & complaints reduce – leading to easier management


Business Case

Project Description:• Virtual Agent designed to improve Call Center Agent efficiency• Launched on 4/18/2012

• Made it available to 15 agents• Training provided via a video clip

Did you find the information within Guide Me?Yes - ~70%

Results:Reduced Average Handle Time (AHT) by 80 seconds


Features

• Agents will use their existing CRM username to “log in” – We collect the name for tracking purposes.

• We can score or un-score different branches in the tree, allowing seasoned agents to skip ahead.

Implementation – Expandable Trees


Metrics - Usage by User


Metrics - Solutions by User


Metrics - Phrases by User



How to Start

• Windows Virtual Agent (VA)

• Free Beta Program (September 1st)

• Implementation: 2 lines of HTML

Contact


Sarah RamozMarketing Operations Manager

408-946-9200 (x305)[email protected]

Dave Brown Founder & President,

Support Center [email protected]