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SQM Group Copyrighted - No Reproduction 1 Building Client Satisfaction Through Your Call Centre Citizen Satisfaction – Measures of Success Conference Presentation.

Published byDarlene Perkins Modified over 9 years ago

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Presentation on theme: "SQM Group Copyrighted - No Reproduction 1 Building Client Satisfaction Through Your Call Centre Citizen Satisfaction – Measures of Success Conference Presentation."— Presentation transcript:

1 SQM Group Copyrighted - No Reproduction 1 Building Client Satisfaction Through Your Call Centre Citizen Satisfaction – Measures of Success Conference Presentation is based on SQM’s Call Centre Service Quality Benchmarking Program

2 SQM Group Copyrighted - No Reproduction 2 About SQM Group… Service Quality Measurement (SQM) Group Inc. is a consulting company that assists call centres in their service quality measurement and management efforts by providing the following products and services... Call Centre Benchmarking Service Quality Scorecard Tracking SQM Report Card ® Software Service Quality Management Training We are Canada’s Leader in Call Centre Service Quality Measurement & Benchmarking

3 SQM Group Copyrighted - No Reproduction 3 Call Centre Service Quality Benchmarking What is our Call Centre Benchmarking Program about? It’s about comparing service quality performance from the “voice of the client/employee” point of view and “key operational measures” Clients must be the primary source for judging service quality!

4 SQM Group Copyrighted - No Reproduction 4 Call Centre Benchmarking Participation Industries Types… Telecommunications Energy Transportation Retail Banks Insurance Manufacturing Government Industries Types… Telecommunications Energy Transportation Retail Banks Insurance Manufacturing Government Call Types… Inquiries Orders Sales Complaints Helpdesk Dispatching Credit Call Types… Inquiries Orders Sales Complaints Helpdesk Dispatching Credit Access Types… Telephone Fax Website Email Chat Lines Access Types… Telephone Fax Website Email Chat Lines

5 SQM Group Copyrighted - No Reproduction 5 Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics

6 SQM Group Copyrighted - No Reproduction 6 Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics

7 SQM Group Copyrighted - No Reproduction 7 Service Quality Benchmarking Program Goals… Satisfaction ratings for key customer and employee attributes Benchmarking cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes Benchmarking customer and employee satisfaction and operational performance Targeting opportunities for key customer and employee attributes improvement Best practices for achieving high customer and employee satisfaction

8 SQM Group Copyrighted - No Reproduction 8 Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics

9 SQM Group Copyrighted - No Reproduction 9 Customers Employees Measuring Operations Methodology… Benchmarking Program

10 SQM Group Copyrighted - No Reproduction 10 Random sample or all the employees working at the call centre are interviewed Interviews are conducted at the call centre or by telephone Specific employee ratings and feedback does not get shared The call centre employee satisfaction interview is approximately 20-30 minutes The call centre employee satisfaction interview is a “one-on-one focus group” approach consisting of 29 questions Employee Methodology…

11 SQM Group Copyrighted - No Reproduction 11 The call centre customer satisfaction telephone survey is approximately 7 – 8 minutes Call centre customer satisfaction telephone survey is a “one-on-one focus group” approach consisting of 16 -20 questions Telephone surveys are conducted within 1 to 5 days of a recent call centre transaction Call centre survey sample size is 400 customers Actual customer surveys are based on call type mix percentages Customer Methodology…

12 SQM Group Copyrighted - No Reproduction 12 Operations Methodology… Call Centre managers complete a service quality operational questionnaire Questionnaire is based on 4 leverage areas that are needed to achieve service excellence (i.e. strategy, labour, measurement and technology) Questionnaire takes approximately 2-3 hours to complete and there is a total of 41 question areas Call centre operational questionnaire captures over 100 operational metrics areas (i.e. service levels, abandon rates, labour cost, calls handled, training days, etc)

13 SQM Group Copyrighted - No Reproduction 13 Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics

14 SQM Group Copyrighted - No Reproduction 14 Call Centre CSR Handles all Calls Employees are an Expense Script Focused Talk Time One Call does it all Technology used for Efficiency Internally Focused Limited E-Commerce Generalist Cost Centre - Customer Contact Centre - CSR Handles Value Added Calls - Employees are an Investment - Customer Focused - Call Quality - One Contact does it all - Technology used for Service - Externally Focused - Managed E-Commerce - Specialist - Profit Centre Best Practices Current Practices… Best Practices…

15 SQM Group Copyrighted - No Reproduction 15 Treated the Same Limited Data Base Limited/No Career Options Complaint Handling Internal Service Goals Limited or No Standards Company Driven Policies Limited Control on Bonuses Company Needs IVR/Voice Menu Call Compliance Mix of Part/Full Time Employees Limited Recognition - Customer Segmentation - Comprehensive Data Base - Formal Career Planning - Complaint Handling/Managing - Internal & External Service Goals - Customer Service Standards - Customer Driven Policies - Aligned to Customer Satisfaction - Customer Driven IVR/Voice menu - Employee Development - Most Employees are Full Time - Informal/Formal Recognition Best Practices Current Practices… Best Practices…

16 SQM Group Copyrighted - No Reproduction 16 Call Centre Service Quality Benchmarking Program Presentation Overview Methodology Approach Benchmarking Goals Best Practices Balanced Scorecard Customer Metrics Employee Metrics

17 SQM Group Copyrighted - No Reproduction 17 Customers Employees OperationsFinancial Call Centre Balanced Scorecard

18 SQM Group Copyrighted - No Reproduction 18 Call Centre Balanced Scorecard Key Metrics -Customer Satisfaction -Customer Contribution -Ease of Contact -Voice Menu -Automated Voice Menu -Rep. Courtesy -Rep. Clarity -Rep. Knowledge -Rep. Helpfulness -Call Resolution -Complaint Resolution Customers -Employee Satisfaction -Employee Commitment -Training -Career Opportunities -Rewards Recognition -Monitoring & Coaching -Employee Morale -Management -Communication -Scheduling -Standards -Compensation -Software -Work Stations Employees -Telephone Service Factor -Speed of Answer -Abandon Rate -% of Calls resolved in IVR -Busy Signal -Talk Time -Wrap-up Time -Calls Handled Per CSR -Call Monitoring -Adherence -Scheduling Operations -Cost Per Call -Daily Sales Per CSR -Cost Per Sale -CSR Salary -CSR Bonus -Span of Control -Employee Turnover % -Cost of a new CSR Financial

19 SQM Group Copyrighted - No Reproduction 19 Call Centre Service Quality Metric Alignment…

20 SQM Group Copyrighted - No Reproduction 20 Call Centre Service Quality Metric Alignment Metric Alignment Customer Survey Call Centre Stats Call Coaching Employee Survey

21 SQM Group Copyrighted - No Reproduction 21 Key Operational Metrics Performance…

22 SQM Group Copyrighted - No Reproduction 22 Call Centre Benchmarking Program 2000 To learn more about the Call Centre Service Quality Benchmarking Program contact us at: Phone: (403) 949-3889 / Fax: (403) 949-2371 Email: inform@sqmgroup.com / Website: www.sqmgroup.com

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