Incentives that Work. Powering your Agent Motivation Programs with Interaction Analytics. Presente r photo. Presente r photo

Transcription

1 Incentives that Work Presente r photo Powering your Agent Motivation Programs with Interaction Analytics Presente r photo

2 Low Engagement Symptoms diminishing revenue recovery low net promotor score flat sales / declining sales high abandonment rate lost business to competitors elevated compliance risk low employee retention

3 Common Causes of Agent Demotivation Inaccurate and unfair evaluations Limited opportunity for selfdevelopment No or misaligned incentives Limited opportunities for income growth. 3

4 How Interaction Analytics can Fuel your Agent Motivation and Performance Improvement Programs Fair & Unbiased Agent Performance Scoring and Feedback on 100% of Contacts Underlying Metric Reporting for Agent Compensation Programs KPI Feed for Gamification Programs and Platforms 4 4

5 Powering Your Gamification Programs with Interaction Analytics Customer Case Study Performance Marketing Organization Used IA KPI Outputs as Score Metrics for their Gamification Programs & Campaigns Campaign Results Reduced order cancellation rate by 2% Improved Agent Scoring by 5% Increased Weekly Average Agent Revenue by 9k Improved Agent Moral Improved Compliance Scores by 10% Grand Prix Contest (Supervisor Drivers with Agent Pit Crews) (Top Agent Sales with highest Script Compliance Scores) Fantasy Football Leagues (Executives select from Agent Performers) 5

6 customer interactions How Automated Interaction Analytics Works interaction metadata crm data results contact analytics audio capture Customer ID: Call ID: Agent: Gabriel Nelson Department: Saves Supervisor: Jay Gatsby Date: April 27, :36AM Direction: Inbound Customer ID: Customer tier: Gold Customer ACV: 1,649 Products: Triple play City: Surrey Subscribe date: 8/23/2016 Top rank Talk-down Your Talk-down score is one of the highest on the team. Keep it up! Feedback Automated quality & performance management speech recognition language patterning & acoustics automated scoring Thank you for calling ABC bank. How can I help you? [Proper Greeting] Agent Quality: 82 This is my third time calling! You overcharged me on my last bill. I need to speak with a manager. May I confirm your name, address, and last four digits of your social security number? I ve already entered my account information in the IVR! You people are useless! [Repeat Language] [Agitation] [Billing] [Escalation] [Account Verification] [Over-talk] [Dissatisfaction] Churn Risk: High Customer Satisfaction: 36 Efficiency Rating: Optimal Compliance Risk: Low Sales Effectiveness: High Analyze Search, trend, discover, compare, report API - Exporting Data to 3 rd Party Applications

7 Using Automated Analytics as a Principal Element in your Agent/Coach Sessions Improves Agent Retention & Performance Delivers a fair, non-subjective and universally applied scoring system on 100% of contacts Provides near real time targeting coaching opportunities to quickly address agent performance behaviours effecting customer satisfaction results Allows agents to see their scores and those of their peers too Ideal self performance feedback tool Provides the opportunity for agent & coach to gauge feedback success on next day s activity 7

8 Using Interaction Analytic Based KPI Scores as the Foundation of your Agent Compensation System! Reward for Performance Viewed favorably by regulatory bodies as the better system for agent compensation or incentives by rewarding the Correct Behaviours Provides clear career pathway indicators for agent progression Agents can self-coach by viewing scores and supervisors can focus on improving the agent scores Customer Case Study Hospitality Industry Company Used IA as part of their Reward for Performance Compensation Model Results Reduced agent attrition Improved CSAT by 2.1% Improved FCR by 12.8% Improved agent quality scores by 19% Increased sales performance by 48% Achieved ROI in less than one year Scored an impressive 8.3 out of 10 in Employee Satisfaction rating 8

9 Step 5 Results Slide courtesy of

10 Thanks! Paul Weald MCX Contact Centre Innovator Frank Sherlock CallMiner Tel