University of Miami Call Effectiveness Monitoring Scoring for Success Eddie Vidal Manager, Enterprise Support Services July 20, 2010

University of Miami Objectives Setting expectations Template to get you started Guidelines for coaching Recognize star performers

University of Miami Why do we monitor and record calls? Evaluate agent performance on “soft skills” Compliance and directives Capture and share valuable business intelligence

University of Miami Why Are We Here? Customers from unhappy to happy Service customers Minimize operating costs Reduce downtime Provide valuable business insight How can we make our jobs easier? How can we make the customer’s job easier?

Family

University of Miami Setting Expectations Do we know what is expected of us? If you knew, would you do your job better? If you knew the results of your work? – Know your strengths – Work on weaknesses Praise, Praise, Praise

University of Miami Tips before implementing Obtain buy-in from agents Let agents review questions Listen to their own calls Listen to other agents/peers calls Managers answer calls too

University of Miami Attitude Do you want to answer the phone? Phone rings o Excited? o Sigh? o Inconvenienced?

University of Miami Customer Service "If the customer feels like it was poor service, then it was poor service. We are in the customer service perception business”

University of Miami The University of Miami Way

University of Miami University of Miami Approach - Scoring Subjective – Maybe – Not sure – Hmm – I think so Objective – Yes – No

University of Miami Four Part Scoring Greeting the customer Key points during the call Ending the call Behavioral Questions

University of Miami Smile and say

University of Miami

Survey Says 100 people surveyed - the top 3 answers What are the opening questions and/or statements an agent speaks when answering a call?

Greeting the Customer Name² How may I help you Introduce yourself 1 2 3

University of Miami Survey Says 100 people surveyed - the top 10 answers What are key points the agent must communicate during the call?

Verify Phone Number Verify Tracking # Summarize Call ID Customer Dept Verify Address Provide Tracking # Transferring Calls Placing on Hold Plan of Action Timeline for Resolution Key Points During the Call

University of Miami Survey Says 100 people surveyed - the top 5 answers What are key points the agent must communicate when ending the call?

Ending the Call End call on positive note Allow customer to have last word Thank customer for calling Offer further assistance Encourage future calls

University of Miami Survey Says 100 people surveyed - the top 5 answers What type of behavioral tendencies did the agent perform throughout the call?

Behavioral Questions Apologize for inconveniences caused Courteous and empathetic Attitude positive and friendly Answered all caller’s questions Speak audibly and clearly

University of Miami Results & Feedback Weaknesses – Corrective actions – Constructive feedback Strengths – Good workers – listen – Change and become better – Become star performers

University of Miami Taking it to another level Use an incident for same call Follow the trail from beginning to end To post or not to post? Create competition

University of Miami Must haves Create a good first impression Placing on hold correctly Transferring calls Leaving messages

University of Miami Four takeaways Setting expectations Template to get you started Guidelines for coaching Recognize star performers

QUESTIONS AND THANK YOU Contact information Eddie Vidal