Defining Quality for Your Organization

Transcription

1 Defining Quality for Your Organization Align your mission and vision with the organization s mission & vision Agents, back-office staff and managers strive to meet a range of quality standards. There are many challenges to defining quality, as quality is made up of many parts. These may be relevant to your organization s standards: Compliance with regional regulations Optimized first call resolution Customer satisfaction Lowered average handle time Adaptability Claims follow up Expressions of empathy 1

2 If you don t know where you are going, you will end up someplace else. -Yogi Berra If you don t know exactly where you are going, how will you know when you get there? - Steve Maraboli 2

3 5 Create a Perception of Fairness 3

4 Create a Perception of Fairness Build a fair, unbiased evaluation process Hold regular calibration sessions Establish a dispute process Increase transparency Create and share reports, metrics and evaluations Communicate with employees Explain how processes are defined and decisions are made Take a holistic view of quality Universal agents should be evaluated across all activities and channels 35% do not trust the company they work for Edelman Trust Barometer Annual Global Study 4

5 Employees in high-trust organizations are more productive, have more energy at work, collaborate better with their colleagues, and stay with their employers longer than people working at low-trust companies. Paul J. Zak, Neuroscientist Harvard Business Review

6 6 Take a Different Approach - Involve Your Team

7 Your agents can t improve their performance if they re in the dark Frequent Coaching Review best practice examples Use teaching strategies to optimize coaching and comprehension Customize your coaching delivery Involve Your Team Make your entire team into stakeholders Encourage self and peer assessments Encourage frequent employee feedback 7

8 Learning Styles Learn best by seeing Demonstrations Printed texts or charts Dashboards Learn best by hearing Play recordings Engage in discussion Learn best by doing Coach with roleplay Involve learner in selfassessments Hands-on practice 8

9 Take a 360 Approach 9

10 Tell me and I forget, teach me and I may remember, involve me and I learn. - Benjamin Franklin We now accept the fact that learning is a lifelong process of keeping abreast of change. And the most pressing task is to teach people how to learn Peter Drucker

11 7 Leverage Analytics 11

12 Use analytics to increase fairness, accuracy & efficiency Calibration traditional and automated Score 100% of interactions Auto-categorize and auto-score Identify trends and weak points to focus coaching Leverage Analytics Review both speech and desktop analytics Automate analysis and data collection 12

13 Leverage Analytics-Driven Technology The rise of Analytics-Driven Quality Assurance improved efficiency and lowered time spent on routine, mindless quality processes. Identify trends and insights that would have passed unnoticed by tracking Script adherence Sentiment Trends New product ideas Up-sell/cross-sell opportunities At-risk customers Regulatory issues Collections effectiveness More 13

14 In Summary 5 Create a Perception of Fairness 6 Involve Your Team Holistic view of quality evaluate any data, channel, and recording source Agent, Supervisor and Evaluator dashboards Standard workflows : Audit the Auditor, Calibration, Dispute, Self-Evaluation Customized workflows to create a 360 approach to quality Create a sense of fairness and boost efficiency 7 Leverage Analytics Integrates with Nexidia Analytics Categorize and score 100% of interaction for an unbiased approach Auto score to save time and create a perception of fairness

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