Customer Strategy & Planning 2016

Transcription

1 Breakthrough Performance Further, faster, together Customer Strategy & Planning 2016 Welcome to Stratford upon Avon 25 th and 26 th April 2016 Shakespeare 400 #ForumConf

2 Innovation Award Case Study Affinion Before we start Introduce yourselves on your table Look at pg 69 & 70 in the Best Practice Guide. What s of most interest to you? #ForumConf

3 Welcome Stand up and meet someone you haven t yet met Introduce yourselves briefly Why did you choose this session? What are you looking to take from this? This session is being videoed, but not conversations in groups. If asking a question, please introduce yourself with name, job title and organisation. Book for the Members Site Visit, using the booking form on your table This will be on the 28 th of September in Portsmouth 3

4 Affinion Case study presentation Time for your questions Presentation of finalist certificates There are post-it notes and large pens on every table. Write down at least one thing that wows you about what you hear. Then put it on the poster at the back on your way out. 4 -Jo Hale- Jo Hale Head 4 Performance Session Chair

5 Breakthrough Performance Further, faster, together Innovation Award Case Study Affinion Gemma Martin - Senior Quality Assurance Lead Claire Scott Senior Quality Assurance Lead #ForumConf

6 Affinion International Amazing Customer Experience

7 Amazing Customer Experience 7 The global leader in customer engagement

8 Amazing Customer Experience 8 The global leader in customer engagement

9 ACE Service Standards 70% Customers expect unique treatment and tailored offers 87% customers spend money with organisations that are easy to do business with. 9 The global leader in customer engagement

10 Compliance 10 The global leader in customer engagement

11 Compliance 11 The global leader in customer engagement

12 Power of Tone 12 The global leader in customer engagement

13 End to End Journeys 13 The global leader in customer engagement

14 Coach the Coach 14 The global leader in customer engagement

15 QA Team Structure Coaching/feedback 360 Training process Training assessments Business relationships Evidence Change Call back rates VOC POT/ACE training QC ing Client Management meetings AHT Efficiency Errors Multi-skilled Skilled coaching notes 15 The global leader in customer engagement Customer Experience Manager 2a. Process Improvement Specialist (Performance) 2b. Customer Insight Specialist (Customer) Full deputisation and cover for the Customer Experience TL Senior Quality Lead 3. Quality Assurance Analyst (Reports) 4. Quality Assurance Advisor (QA) 5. Quality Assurance Administrator (Support) System Issues Waste Complaints Trending reports Business Updates Professional Experience Evidence cost Reduction Monthly QA progress report Audits internal/external Reporting Call Mining Feedback Calibration/TB s Call standards training Support upskilling and academies Minute taker Version control triangles Set up CC logs/team Lists Progress Tracker Knowledge Bank/IR s Qpulse updates

16 Benefits of ACE for the people QA T/L Clearer QA process New framework reduces T/L queries. Relationship building Direct contact with agents Focus on customer journey Focus on client requirements Coach the Coach Supportive Calibration Desktop Triangles remove ambiguity 16 The global leader in customer engagement Agent Agents are given a voice Agents receive regular feedback Agents rewarded for conversation Power of Tone

17 Benefits of ACE for the business AHT PoT Errors Objectives 17 The global leader in customer engagement Motivation Costs

18 Performance Comparison Contact Centre Oct Nov 2014 Dec 2015 Jan Feb Mar Apr May Jun July Aug Sep 2013 Jun Jul Aug Sep Oct Nov Dec 2014 Jan AI ACE Feb Mar Apr May This graph details the % of 100% calls scored in the last 12 months that the AI standards were in place against the % of Gold calls that have been delivered over the last 12 months on ACE The number of exceptional calls being delivered by the Contact Centre has increased by just over 30% The global leader in customer engagement

19 Cost Savings The global leader in customer engagement

20 Building Skills within QA 20 The global leader in customer engagement

21 Breakthrough Performance Further, faster, together Thank You #ForumConf

22 Questions The Best Practice Site Visit will be in Portsmouth on the 28th of September Make a provisional booking today to be sure of your place 22

23 Breakthrough Performance Further, faster, together Customer Strategy & Planning 2016 Welcome to Stratford upon Avon 25 th and 26 th April 2016 Shakespeare 400 #ForumConf