Linking Appraisals to Everyday Call Center Performance

Transcription

1 Linking Appraisals to Everyday Call Center Performance

2 Linking Appraisals to Everyday Call Center Performance 2

3 AGENDA Objectives Who We Are Metrics What We Set Out to Accomplish Define Guiding Principles Create Performance Linkages Implementation Plan Elimination of Observation Based Perform. Management Continuous Improvement Results Summary 3

4 Objectives Detail the analytical process utilized to determine the appropriate metrics for Call Center and Billing CSRs that have direct linkage to JD Power, Quality, Operational, and After Call Survey metrics Demonstrate how the metrics were presented to union leaders and associates, how the changes were incorporated into annual appraisal process Show how an interactive visual CSRs performance dashboard has been utilized by supervisors and managers to improve the efficiency and effectiveness of the performance management and appraisal process. 4

5 PSEG Long Island- Who We Are Assumed Operations 1/1/14 12 Year Contact with LIPA 1.1 M Electric Customers Serving: Nassau County Suffolk County Rockaways Queens Located in Melville, NY 3.1 Million Customer Calls 5

6 PSEG Long Island- The Metrics Operating Service Agreement Average Speed of Answer Abandonment Rate % After Call Survey- Res After Call Survey- Bus JD Power Survey- Res JD Power Survey- Bus Base Line % 3.8% 3.4% 3.0% 2.6% 2.2% 63.7% 67.0% 71.5% 75.5% 79.4% 83.3% 43.7% 47.7% 71.5% 75.5% 79.4% 83.3%

7 What We Set Out to Accomplish Define Guiding Principles Organizational Focus Metric Purpose Create Direct Performance Linkages JD Power and OSA Metrics Eliminate the Performance Plateau Implementation Plan Answer Why and How s Set Priorities and Reasonableness Eliminate Observation Based Performance Management Improved Tools for Supervisors Accountability 7

8 Organizational Focus Vice President 1 to 5 Years Director 1 to 2 Years Manager 6 Months to 1 Year Supervisor Monthly CSR Weekly 8

9 Metric Purpose Capacity Metrics Quality 9

10 What We Set Out to Accomplish Define Guiding Principles Organizational Focus Metric Purpose Create Direct Performance Linkages JD Power and OSA Metrics Eliminate the Performance Plateau Implementation Plan Answer Why and How s Set Priorities and Reasonableness Eliminate Observation Based Performance Management Improved Tools for Supervisors Accountability 10

11 Analyze Performance Created Performance Matrix Old vs New Goals Rep Level Metric Level Rep Level Performance Across All Metrics Demographic Info % of Goal Met Metric Level Percentage Making Goal Average Performance Meeting Goal Average Performance Not Meeting Goal 11

12 Create Direct Performance Linkages Capacity Quality 12

13 Create Direct Performance Linkages 13

14 JD Power Data- Why? 14

15 JD Power Data- Why? 15

16 JD Power Data- Why? 16

17 Analyze Performance Average Performance % Making Goal Rep Demographics Rep Performance 17

18 Analyze Performance 18

19 What We Set Out to Accomplish Define Guiding Principles Organizational Focus Metric Purpose Create Direct Performance Linkages JD Power and OSA Metrics Eliminate the Performance Plateau Implementation Plan Answer Why and How s Set Priorities and Reasonableness Eliminate Observation Based Performance Management Improved Tools for Supervisors Accountability 19

20 Implementation Plan- Timeline Q4 Analyze Data & Establish New Metrics / Goals Q1 Meetings with Union and Representatives Q2 Provide Performance Feedback / Amnesty Q3 Q4 Measure Performance for Appraisal 20

21 Implementation Plan- Guiding Principles Just Because It Is Your Right Doesn t Make It Right 100% Transparency They Got What You Got Today All CSR Performance Data JD Power Data Have Engaging Process Avoid Data Dump Have Bi-Weekly Meetings Supervisors Perform Roll Out Meetings Presentations Utilize Same Info As This Presentation JD Power Info Critical Never Forget Unions Negotiate for People- Name the Names! Take Time to Anticipate Questions and Concerns 21

22 What We Set Out to Accomplish Define Guiding Principles Organizational Focus Metric Purpose Create Direct Performance Linkages JD Power and OSA Metrics Eliminate the Performance Plateau Implementation Plan Answer Why and How s Set Priorities and Reasonableness Eliminate Observation Based Performance Management Improved Tools for Supervisors Accountability 22

23 Eliminate Observation Based Perf. Management Before - Supervisors Manage Minute to Minute Data Lived in Multiple Areas Call Center, Quality, Workforce, and Billing Querying Databases was Manual and Inconsistent Coaching Effectiveness 100% Dependent on Supervisor Motivation to Query Multiple Systems Ability to Understand and Provide Performance Context After - Supervisors Set Expectations Than Measure Results Performance Data in One Tableau Dashboard All Performance Color Coded Point and Click Trend Analysis All Levels of Organization Instant Appraisal- Fully Mirrors Appraisal Guidelines 23

24 Before Tableau Data Management 24

25 After Tableau Data Management Replicates Appraisal Monthly Trends Multi View Metric Source Data Color Coded Target and Goal Ranges Metric Calculations Simple To Use and Simpler to Understand 25

26 Tableau Dashboard Workforce Managemen t Database Billing Department Database SQL query from NICE system Call Recording/Quality Application Absence Tracking Database 26

27 Tableau Dashboard Right Click and Conver t into PDF 27

28 Trending Over Time- Performance Plateau 6 Months Meeting and 6 Months Not Meeting 28

29 Team Comparison 29

30 Quality View 30

31 Supervisor View 31

32 Supervisor Comparison 32

33 Power of Presentation Eliminates Excuses I Didn t Know the Goal I Didn t Know My Performance 33

34 Power of Presentation Eliminates Excuses No One Told Me.. I Need Training Only Two Reasons For Poor Performance - Skill & Will 34

35 New Foundation for Goal Setting 35

36 New Foundation for Goal Setting 36

37 New Foundation for Goal Setting 37

38 New Foundation for Goal Setting 38

39 New Foundation for Goal Setting 39

40 Results- ASA and Abandonment Rate 40

41 Results- After Call Survey Residential- Baseline 63.7% Business- Baseline 43.7% 41

42 Results- JD Power Phone 42

43 Continuous Improvement Weekly Dashboard for Key Metrics Capacity- Hold, Wrap, and Personal Time Quality- After Call Surveys More Granular Trending New Enhanced Quality Dashboard Performance by Quality Form Section After Call Survey Question Performance by Question First Call Resolution at CSR Level Performance Analysis Prevent Performance Plateaus Monitor Progress Evaluate Goals 43

44 Summary Link and Define Your Metrics Examine Where Your Data Lives How Can You Improve Accessibility and Presentation Anticipate Traditional Questions During Implementation Exercise Your Rights Provide Timely Feedback Memorialize Your Meetings Engage in Continuous Improvement Would Be Happy to Provide You Live Demo This Week 44

45 Questions? Did We Meet Our Objectives?