4-Dimension Service Recovery Plan: a Resource for Resolution

Transcription

1 4-Dimension Service Recovery Plan: a Resource for Resolution May 3, 2011 Presenter DruPhelps@-site.com Host Ivy@HTHTS.com Service Recovery Plan: a Resource for Resolution. On this tele-seminar, we will look into the 'call for help': how to recover from a current situation and gain agreement for completion. Recent research on service suggests the universal need is for First Call Resolution - in government and private sector Service centers, and Support help desks. In hearing their needs, Dru has developed a 4-part model, fondly called LUCY, to get to YES as the last step. It is sustained by your leadership in communication, motivation, applications, and directions designed to unify and gain commitment. Dru Phelps is skilled at building models and tactics to save cost in Sales, Service and Support Centers and increase long term results of the call experience. 2 1

2 Presenter Dru Phelps, a Value Partner in Models Alumni of Purdue in Technology Leadership & Innovation, Masters from USC in Systems Management and prior faculty at U of Phoenix Advisor to Sales/Service/Support in performancebased, initiatives for change management. Assessor for Baldrige Award, Deming, Benchmarking Author and expert on measurement tools in How to Conduct your Call Center Audit: A to Z and latest 4-Dimensional Customer Service Site 3 In Dru s 22 years of experience... Key Clientele: Cambridge Technology Partners, Sun MicroSystems, McDonnell Douglas/Boeing, Motorola, Northern Telecom, ebay, TM TeleServices, Delta/JFK Airport, United Airlines, incontact, NovaMed Eye Care, Bank of Montreal, Bank of America, Nations Bank, NY Life Insurance AARP, Rogers Cable/Wave Internet, Caesars Palace, LA Times, Reuters, Chicago Art Museum, Auto Club of Southern California, Met Life, Capitol One, Northern Trust Bank, ComEdison, SaskTelephone, American Medical Association, Hilton, Herbalife MX, Blue Cross Insurance, McKesson Pharmaceuticals, Koll Real Estate, Electronic Arts, New Trek, Veterans Association, Kelly Services, US Postal Service, Center of Business Intelligence, Mary Kay Cosmetics, Dave & Busters, WIN 211 State Gov + more. 4 2

3 Agenda The premise is to take 4 steps forward - to impact behaviors that increase responsible resolution, save time and improve relations. We will connect the dots using your call as a collection of situations and expectations moving from quality to loyalty. In 4-dimensions you will learn to 1. Clear the path to identify issues on recovery 2. Review the research on resolution 3. Calculate the cost impact to recover at escalation 4. Retain future services using 4-D toward loyalty and meet LUCY our 4-part guide to call resolution. 5 4 types of centers I see I serve I sell-save I support Retail experience Customer Service Center Outreach, outbound Technical touch-points Insite for public and private services. Dru on 6 3

4 ABC s of Service Recovery Customer has a question or a need Agent attempts to respond Business has a + or - System Unknown reply No resource of knowledge Policy prohibits Unusual circumstance = Escalation for another call = $ An $8 cost per call, now at $16 or $24 7 I Love Lucy Listen Let them in, Learn their need Understand POV? Probe, qualify, quantify Create Cause? Collaboration? Caring! Yes! 8 4

5 4-Dimensional Diagnostic Communications to Hear Motivation with Inspiration to Feel Direction and Application to See Innovations for Action remise is to take 4 steps forward. The p premise is to take forward. If you change a behavior and build for recovery you increase loyalty. Dru on 9 Let them in and Listen 1. Open call, code call type, mirror need, direction, 2. If you are open minded at the initial time you meet, you make that good first impression. 3. Be-friend not be-little. 4. Hear, and here is the time for empathy. 5. Gather all the facts and feelings the C may express. 6. Typically the C will clarify their request early in the interaction; you have a shorter solution/ sales cycle. 7. To build the best relationship, Listen to learn. 8. Agent Yes I can 10 5

6 Clear Understanding to Motivate Listen, pause, link to detail for them Limit selection: did it occur Tues or Wed? May I use the copy machine? 65% yes because I only have 2 pages? 95% yes CIA clarify, isolate issue, address w idea Feel, felt, found Why? Because.. Really? 11 Provide and See a Direction 1. Customers have needs, buttons, expectations, and want to be valued in the relationship 2. For a C that is business driven, you might give features, benefits, specs, and talk over the customer to quickly give a fix to the issue. 3. Remember that you should hear why they might need your service, to help connect the dots. 4. Be curious, use probing questions to qualify the level of what their need is before making a sale. 5. That will build loyalty and appreciation, which is much deeper when you Know thy customer. 6. Define, Diagnose, and Direct to a resolution YOU are the Agent driving the Decision 12 6

7 Create Innovative Solutions Now it is time to collaborate with the C. Consider their end commitment and link to your business win. As with cause and effect, converting a loss to a gain, now is the time to shed a light on getting the C what they need. If we could might you try what are the top requirements of Align possibility, use a Business IQ application, review for the effect do you desire, design innovative scripts, how do you elevate loyalty 13 YES! For a win Give choice on steps, gain agreements for them, set goal dates to recover. Now the Agent moves to get a decision that will delight the Caller and be within the deliverables for your Business. YES can be the 1st step in a call for Help Finalize, notation, escalation, resolution 14 7

8 15 First we Calculate Results Research in 11/09 26% do NOT measure First Call Resolution 25% ask Caller if resolved at end of call 16% Agents indicate when call is resolved 15% track open/closed ticket *Business support 7% check ANI repeats over time 11% other source How do you measure FCR or Once and done? 16 8

9 Startling Statistics 51% do NOT believe their FCR measure is accurate 78% do NOT know or see how they compare to peers 75.7% centers state their call is resolved 75% believe they are higher than peers 4.4 is the average Caller Sat rating 5 point scale with 64% giving highest Top Box rating 21% transfer or escalate a call to Recover for Resolution 17 May not be accurate FCR 1. No real-time reality, least accurate 2. Rated by Agent or closure code, not by caller 3. Only a perception, too subjective 4. Lack of confirmation 5. Too few take our survey or QC 6. Not tied to Agent feedback 7. Seek the highest % for execs 8. Unknown calculations, don t believe the % 9. There is about a 20% point gap between how the customer's rate us vs. how an Agent tracks 18 9

10 Recovery: Cost impact? If the cost of call at $8 and 1 of every 5 calls requires second call (80% FCR) Every 500,000 calls, 100,000 x $8 = $800,000 potential cost of second call In a 40 seat center, if reduced by half = of $400,000 annual $avings or the work of 7 additional Agents. 19 Maturity Model 1-dimension is identifying your issue 2-dimensional is setting a goal 3D opens up to options and in-site sets action, knowledge, and skill w Dru 20 10

11 The Customer s 5 points-of view 21 Call to Action for Leaders a 6 th sense for the future To Know Ourselves Understand Others With Inspiration to See the Big Picture Confirming Goals to Build a Better Future Dru Phelps 2011 Author, Advisor, Customer Services 22 11

12 Six-steps - Communicating for Results Application Innovation Direction Communication Recognition Motivation 1. Leaders Know 2. Listen 3. Inspire 4. Coach 5. Track 6. Reward Change 6x2 traits are measured on level of commitment, scored points as 2 not in place <20% 4 at or under 40%, 6 near 60%, 8 yes at 80%, 10 always 100% 23 Comm-UNI-cation I know myself Take courses 40% Seek feedback 20% I took a class in public speaking but haven t used it yet. Delivering bad news is hard if I know the person. I am usually very fast in my thinking, and want that as well

13 Motivation I understand others New ideas or issues Use for best practice 25 Recognition With Inspiration Up lift on In-site-ful plans Collaboration for results 26 13

14 Direction See the big picture Mission with momentum Optimize options 27 Application Confirmation Tools for Goals Metrics on performance 28 14

15 Innovation Build a better Future Prioritize for change Recognize outcomes 29 Share your Success Story Incentive= 20% on Loyalty scores Reduced AHT by 17% w/ elearning YOU Asked if call was resolved = lift of 34% > satisfaction Routed info calls to self service, $700k savings 30 15

16 Learning Labs Creative Clinics Visual Thinking = creativity Labs Designing Scripts, Solutions Enhancing Sales, Services offered Marketing to UP-educate What CAN we see and do together? with Dru and YOU 31 The 4 most important things Get 4 critical things done Map out the goals based on needs for your week or your life Get personal advice, try something new, re-engineer a process, be kind to the Agent and Caller relationship. on Recovery Results Revenue Resolution 32 16

17 Thank you in 4-dimensions Agents want Blue sky Business IQ is Green Customers are Golden System has Red rules Next? Take the survey at -site.com Tues 2s-day more ABC s on LinkedIn.com Hands-on Labs: Phoenix in May and Denver in July 33 17