It s a Snap! Building a World Class Quality Program

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2 It s a Snap! Building a World Class Quality Program Giovanni Cunha Employee Engagement Solution Lead Cameron Smith Global Director for Solution Strategy

3 Quality Management/Assurance Quality assurance is a mission-critical process designed to measure how well contact center agents adhere to internal policies and procedures. When done properly and on a timely basis, it also functions as an early warning system to identify trends, issues, and opportunities for all areas of the company. All contact centers, regardless of size, number of sites, number of agents, or channels used, should perform quality assurance. Donna Fluss, President, DMG Consulting Source: Case/Analytics-Revolutionizes-the-QA-Process aspx

4 Evolution Quality Management All Channel Reviews Full Insights Selective Reviews Manual Review Random Reviews Analytics Automated Reviews Targeted Reviews On Desk reviews

5 Business Needs Addressed by QM More efficiently and effectively evaluate agent performance Provide triggers for coaching agents and examples to focus upon during coaching Develop training, learning and skills development plans Enable regulatory compliance Drive customer experience improvements

6 The Problems with Manual Approaches Challenge #1: Selecting which interactions to evaluate It s nearly impossible to effectively monitor quality exclusively in real-time ( live monitoring ) too many interactions are handled by most contact centers Even when interactions are recorded to be evaluated afterwards, it s impossible to manually review more than 2% of the interactions handled average is 1% or less When such a small sample are reviewed, it s crucial to focus those reviews on specific types of interactions; but it s extremely difficult to select interactions in a non-random way using manual methods

7 The Problems with Manual Approaches Challenge #2: Efficiently and effectively evaluating interactions Evaluation forms are difficult to manage using manual methods when more than a handful of agents need to be regularly evaluated It s nearly impossible to attach completed evaluation files to individual calls to facilitate coaching It s difficult to calibrate evaluators to ensure consistency across different evaluators

8 The Problems with Manual Approaches Challenge #3: Reporting on and analyzing the results of evaluations Manual methods of managing evaluation results make it very difficult to report on and analyze those results It can be nearly impossible to detect trends occurring across multiple evaluation periods

9 Genesys Quality Management Improve the Customer Experience, Agent Performance and Compliance while Optimizing Quality Processes through Targeted Quality Management Record conversation and ALL associated metadata through native integration with Genesys CX Platform Precisely select which interactions to evaluate using rich metadata & speech/text analytics Quickly and easily create evaluation forms Efficiently plan, conduct and manage evaluations Accurately measure and monitor agent performance and compliance using out-of-the-box reports

10 Quality Evaluation Mechanism 1 Define QA Program Determine why you want to monitor your agents, Knowing why will help you formulate relevant questions Create Forms with the questions that will provide information about how your agents performing Create Evaluation Forms 2 3 Plan Evaluation Sessions Plan evaluation sessions that supports your business goals. Define interaction types and form attachments for evaluators Fill out the evaluations assigned to you to provide consistent and regular feedback about your agents 4 Evaluation Sessions 5 Create QM Reports & Dashboard Create Quality Monitoring reports to receive detailed information about agent or evaluator progress

11 Review Routing Experience, not Audio Parts Stich interactions together based on customer details

12 Review Conversation Behaviour Media type selection Sorted by: Contact characteristics Event parameters Service inputs Recording Discovery: Last conversations Business rules searches On the fly detection

13 Immediate views of conversation activities Conversation Reviews: Exceeding standards Satisfaction crosschecks Program specific views Segment specific

14 Interaction Lists Collect interactions that : Require attention Best/worse scenarios Product/service malfunctions Process failures Dissatisfaction

15 Evaluation Methodology Form Design By Building blocks, Categories and Question types you can setup your scoring model to a lean and effective review process.? Question types Setup your answer and question types by the following options: Yes/No, Multiple Choice, Choose from list, Free Form and Sliding Scale. % Balanced Weighting Scoring is done by a percentage based model you can balance out the weight model by Categories, Questions and Answers. Set Active Form can be build, tested and be shared with the assign scoring teams as one form or with multiple forms for different reviews.

16 Balanced Scoring Weights are assigned to Multiple Choice, Yes/No, Choose from list and Sliding Scale questions. The weights indicate the relative importance of each question and are used by the system to calculate the form's score. The sum of the group weights for each form must be 100%. The sum of the questions within each group must be 100%. Each Multiple Choice and Choose from List answer should be assigned a weight. The weight you give each Choose from List answer does not have to total 100%, but it cannot be more than 100%.

17 Review planning 1. QM PROCESS 2. REVIEWERS 3. CONVERSATIONS Define your planning Here is were you define your quota of reviews and the scoring method you want to attach to this review sessions. Assign the review teams Select a single or multiple reviewers that will get the review session presented specifically for their teams to manage. Target the interaction types Rule definition selection by labeling or transcription results allow you to proceed with specified targeted reviews. Activate the session This allows you to automatically schedule the sessions on a timely based and recurring process.

18 Review planning 1 Select form(s) 2 Assign reviewer(s) 3 Attach interactions 1. QM PROCESS 2. REVIEWERS 3. CONVERSATIONS Define your planning Here is were you define your quota of reviews and the scoring method you want to attach to this review sessions. Assign the review teams Select a single or multiple reviewers that will get the review session presented specifically for their teams to manage. Target the interaction types Rule definition selection by labeling or transcription results allow you to proceed with specified targeted reviews. Activate the session This allows you to automatically schedule the sessions on a timely based and recurring process.

19 Review Execution Personal assigned review session list Form and Voice/Screen interaction display Create annotations with personal feedback

20 QM from Manual to Automated Interactions Feed Labeled Interactions & Analytics Transcriptions Business Risk Analysis Targeted interaction types to selectively check the compliance instructions Business Risk Analysis 100% Analysis of all interactions that are attached to making statements and mandatory explanations. Targeted QM Selective evaluations of defined review criteria's of teams and business segments 5-10% 100% Automated QM Automated presented results of your best and most concerning performance and engagements Manual evaluated and scored Final review to define best resolution

21 Targeted Quality Reviews Focus on the area s that are generating successful business High Achiever Exceeding Meets Developing Core Gap

22 Continuous Review Planning Recurring reviews of targeted and most recent interactions of your staff Scoring Methodology - Assigned QM program - Consistent Scoring 55% 45% Time and event data - Most current conversations - Event data metrics presented Evaluators - Automated distribution - Quota and team assigned 35% Business Labeling - Disposition code selections - Assistance/training request 25% Conversation Types - Snapshot approach - Criteria based targets 15% Balanced targeted review session with a focus on improvements and consistent customer experience Topic Selection - Specified topic reviews - In context with dissatisfaction

23 Automated Quality Reviews Performance Record: Presented insights and targeted coaching execution 2 Out of Compliance Showing empathy 10% 21% Improvement Meet standards Compliance/Security 0 10 Call handling AHT 1 st Resolution 32% 47% Product knowledge Escalations 05% Conversion/Closure Evaluators improvements recommendations: Closure Rate 13% Schedule for - soft skills training & Compliance training

24 Result Display Quality Performance Multiple reporting interfaces allow for in-depth review of quality management performance

25 Improve Customer Experience Speech and Text Analytics provides rich insight into both customers intentions and agent behavior. Leveraging this knowledge can enhance customer experience Channels Customers Capturing/ Processing Search Reward Staff Categorization Educate Discovery Identifying e.g.. sentiment, feedback, response Manage

26 Reduce Compliance Risks Genesys Speech and Text Analytics analyses interaction recordings against defined compliance criteria and executes closed loop feedback processes to fix gaps in agent training and can be used to rectify issues via outbound calls leveraging best available resource Speech-to-Phrase recognition based technology analyses 100% of call records for compliance Capturing/ Processing Search Report Discovery Categorize Transcribe Topics

27 Improving Staff Performance Genesys analyzes interactions, identifies and categorizes agents with desired performance levels, and enables facilitation of best practices ultimately, improving overall business outcomes Facilitated best practice exchange Best Practice Educate Manage Identifying best practices Search Discovery Categorize Measuring agents by desired performance criteria e.g. conversion, NPS, FCR, AHT, etc. Over time agents skill, knowledge and competence level enhances

28 Optimizing Business Results Identify critical agent skills that lead to successful sales or collections, precisely target training and coaching to focus on key skills, and continuously monitor conversations to ensure skills usage and improvement Channels Report Customers Capturing/ Processing Categorize Critical Interaction Elements Coach Topics Reward Awareness Educate

29 Problems Solved Challenge #1 Challenge #2 Challenge #3 Selecting which interactions to evaluate Efficiently and effectively evaluating interactions Reporting and analyzing the results of evaluations Precisely select which interactions to evaluate using rich metadata Efficiently plan, conduct and manage evaluations Accurately measure and monitor agent performance and compliance using out-ofthe-box reports

30 Business Outcomes Reduced labour costs by automating QM tasks Improved agent performance Increased compliance to regulations and required procedures Improved customer experience

31 Genesys WFO Services CONVERSATION CAPTURING EMPLOYEE PERFORMANCE Recording & Quality Management Guard Quality & Compliance, Improve QM process efficiency Capturing customer journey paths REAL KNOWLEDGE WFO PORTAL ACCURATE STAFFING CUSTOMER INSIGHTS Interaction Analytics Find root cause to improve processes & performance, Improve Agent Effectiveness and Satisfaction Training & Skills Management Better use of training budget, Create efficient training & coaching programs, Identify knowledge gaps employees Workforce Planning Reduce over & understaffing, Increase influence on schedule, Cross channel review & planning, Improve Agent Effectiveness and Satisfaction

32 Step by Step Guidance Implementation Best Practices Rapid Time to Value Benefit Benchmarks

33 NEXT STEPS TO YOUR QM EVOLUTION TODAY VISIT OUR EMPLOYEE ENGAGEMENT BOOTH FOR A DEMO THE CX17 APP HAS DIRECT LINKS TO THE CONTENT ON GENESYS.COM WHEN YOU ARE BACK AT THE OFFICE CUSTOMER CASE STUDIES, PRODUCT WHITEPAPERS, AND EMPLOYEE ENGAGAEMENT PLAYBOOK CONTACT ME FOR A FOLLOW UP MEETING: Giovanni.Cunha@genesys.com or my +1 (407)

34 Q&A