Roundtable: Best Practices - Quality Assurance & Analytics
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This document discusses best practices for quality assurance and analytics in contact centers. It provides an overview of a roundtable discussion on the topic featuring representatives from Genesys, VPI, and inContact. Some of the key points discussed include: - Traditional random quality monitoring of calls is time-intensive and provides an inadequate sample size. Analytics can now analyze a much larger portion of calls. - Top strategies for improving call quality according to a survey include tying quality scores to training, using analytics to find higher value calls, automating QA workflows, and speeding up feedback to agents. - VPI provides workforce optimization solutions including call recording, speech and data analytics, quality assurance, and performance management to over 1
Roundtable: Best Practices - Quality Assurance & Analytics
- 1. Best Practices Roundtable: Quality Assurance and Analytics Sean Murphy, Director, Product Marketing, Speech Analytics, Genesys Patrick Botz, VP Workforce Optimization, VPI Lou Cockerham, QA Product Specialist, inContact Ann Thayer, CallFinderAccount Manager –Speech Analytics Solutions
- 2. Copyright Voice Print International, Inc. 2013 Optimization Best Practices Top 5 Quality Assurance ©2014 Voice Print International, Inc. All Rights Reserved.
- 3. 2 Founded: 1994 by current CEO, reputation for innovation Headquarters: Camarillo, California, US-based R&D Customers: More than 1,000 customers globally Solutions: Contact Center and Back Office Workforce Optimization Call & ScreenRecording Speech & Data Analytics Quality Assurance Virtual Call Agents Workforce Management Performance Management E-learning VPI @ a Glance
- 5. Quality of Customer-Agent Interactions Worst Practice Best Practice Traditional RandomMonitoring High Value Low Value High Value Traditional Approach to QA
- 6. Top Strategies to Improve Call Quality 48% 37% 26% 24% 19% 11% 0% 20% 40% 60% Tie Quality Scores to Training Use Analytics to Find Higher Value Calls Automate QA Workflow Speed Up QA Feeback to Agents Ramp Up Calibration Sessions Use Auto-scoring via Speech Analytics Source: Call Center IQ Performance & Operations Report. 2014
- 7. Allow agents to flag calls For coaching without scoring To compete in ‘Olympics’ or ‘Academy Awards’ To create a BestPracticesCall Library Praise exemplary calls Tie Quality Scores to Training 1
- 8. Tie Quality Scores to Training Assign Coaching Based on QA Scores Send Message Based on QA Scores
- 9. to Find Higher Value Calls Using Analytics 2
- 11. Account #: Case ID: Reason: Model: Notes: New Case Commit 374982 289-820 Billing Issue New Product A Online PaymentIssues 11/28/2011 1:20:40 PM CaptureKey Data & Events Organization: Full Name: Title: Phone: Address (Primary): Email Address: Reason Code: Notes: Account Number: Case ID: Voice Calling Plan: Data Plan: Model(s): Shipping Preference: Case Status: Contact Details Order History Support History Order Entry A/R 374982 Billing Issue Customer having difficulty making online payments. Using Internet Explorer 9 Web Browser. Advancetech, Inc. Daniel Lee Director of Operations (602) 859-2904 27 Rockford DrivePhoenix, AZ 85042United States dlee@advancetech.com 289-820 Unlimited US and Canada Unlimited Web and Email FedEx 2-day Tier 1 New Product ASubmit Cancel
- 12. Preparation: Creating Category ‘Buckets’ “Transfer to supervisor” “Speak with someone else” “Someone above you” “In your department” “Cancel” “Confusing” “Frustrating” “Expensive” “Difficult to use” “AllworldCellular” “GlobalCom” “Competitor is cheaper” ESCALATION REQUEST NEGATIVESENTIMENT COMPETITIVEMENTION 2 TO 5MINUTES CANCELLEDACCOUNT NEW PRODUCT
- 13. Automate QA Workflow 60%+ evaluator productivity Upsell Attempt-No Sale 3
- 14. BEST PRACTICE #3 Speed Up QA Feedback to Agents Encourage Feedback and Comments Display QA Scores in Tickers & Scorecards 1 4
- 15. Calibration success depends on: 1. Monitoring Evaluation Form 2. Quality Standards Definitions 3. Calibration Process and Owner Ramp Up Calibration Sessions 5
- 16. Monitoring Evaluation Form Should reflect what is important to your company and customersDeterminewhat knowledge, skills and abilities you are going to evaluate Organize questions in the flow of a call Ideally, questions should be linear Yes, No or N/A If using variable rating scales, define each grade in writing Train all on pre-defined scoring benchmarks Weight more critical questions heavier Keep forms short and targeted Design Best Practices
- 17. Outlines requirements for each question providing examples of behaviors for each scoring range, if it’s an auto fail and what deems and auto fail. Quality Standards Definition Document
- 18. Calibrated 5 standard deviation points Schedule Calibration Calls Evaluators Evaluate Calls Independently Calibration Owner Analyzes results calculates Standard Deviation Group Discussion Analysts, manages & agents discrepancies in evaluations. Consensus Scoreor Re-Evaluate Call Weekly until calibrated, then monthly Calibration Process and Owner
- 19. Thank You! Questions? Patrick Botz VP of Workforce Optimization Corporate Headquarters 160 Camino Ruiz Camarillo, CA 93012 Direct: 1.800.200.5430 x5214 Email: PBotz@VPI-corp.com www.VPI-corp.com Learn best practices from 30,000+ others:
- 20. Easily Discover the Conversations Goodbye, Traditional QA. Hello, Speech Analytics! The New Best Practice in Quality Assurance
- 21. Easily Discover the Conversations •Manual monitoring practices: –Time intensive –Resource limited –Difficult to identify coach-worthy calls –Prohibits complete review and analysis of performance –Lacks ability to benchmark performance and measure KPIs consistently •Limited ability to document with accuracy •Inadequate and statistically invalid sample sets Challenges of Traditional Monitoring
- 22. Easily Discover the Conversations Practices Are Changing •Contact centers are pivotal in the customer journey •Quality assurance programs need to change to meet the demands of customers today –It takes 12 positive customer experiences to make up for one negative experience –Consumers are 2x more likely to share their bad customer service experiences than they are to talk about positive experiences •Every phone call with a customer is elemental to the success of a business
- 23. Easily Discover the Conversations Speech Analytics is Transforming QA •Speech analytics eliminates manual, time-consuming quality monitoring: –Rapid, automated drill-down to the most relevant, critical calls –Efficient discovery of everyconversation –Unlimited ability to categorize calls by topics, agents, products, etc. •Transforms knowledge from a shot in the dark to a direct hit!
- 24. Easily Discover the Conversations Impact on the Bottom Line •Small improvements in the quality of the customer experience can have enormous financial impact: –40% say the overall customer experience is a key driver to spend more with a company –A 10% increase in customer retention levels result in a 30% increase in the value of the company –Companies that are in tune with customers' needs experience a 28% year-over-year increase in revenue
- 25. Easily Discover the Conversations •Recent article on speech analytics applied in the insurance industry –Speech analytics revealed that once the word “ridiculous” appeared in an interaction, the customer canceled four out of five times –80% more likely to change their insurer within three months Practical Applications for QA
- 26. Easily Discover the Conversations Results with Speech Analytics •Other results directly related to implementing speech analytics in the healthcare segment: –59% increase to inbound lead conversion rates –100% compliance with TCPA regulations, and reduction in litigation risk –90% reduction in hours to analyze conversations and identify successful script transitions and timing
- 27. Easily Discover the Conversations Misperceptions of Speech Analytics •Introducing a new technology is too complex •Resources to manage the complex technology are limited •Capital investment in hardware and software is too high The reality and advancements made within the last few years tell a different story…
- 28. Easily Discover the Conversations Speech Analytics Facilitates QA, CX •Redefine and expand QA programs: –Introduction of cloud-based solutions –More efficient and affordable •Cloud-based solutions are prevalent and allow more ease of use •Results are obtained within weeks of implementation vs months •Vast improvements to the customer experience and bottom line revenue
- 29. Easily Discover the Conversations Impact of Insufficient QA Monitoring •Consider the opportunity cost of not adopting new best practices and speech analytics: It is estimated that businesses & contact centers lackingspeech analytics technology fail to capture over 90% of all customer communications, leaving an enormous gap in business knowledge. •Contact center speech analytics seats grew 26.0% from July 2013 to the end of May 2014 •Estimated that the speech analytics market will grow by 20% in 2014
- 30. Easily Discover the Conversations CallFinder’s Speech Analytics Solution •Cloud-based call recording and speech analytics solution –Affordable, flexible and scalable –No hardware or software to install •Fast audio processing –Indexes thousands of calls within minutes •One-to-one onboarding process with a specialist –From goal identification, to search creation and refining to ensure optimal results •24 years of experience building telecom and marketing technology solutions •Providing clients with technology to improve their internal or external contact centers
- 31. Easily Discover the Conversations Ann ThayerCallFinder -Account Manager 800-514-0436 athayer@mycallfinder.com www.linkedin.com/in/athayer Let’s Connect!
- 32. Improving Quality Management with Interaction Analytics(Speech & Text Analytics)
- 33. 32 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys Continuous Workforce Optimization Front Office Back Office Workforce Optimization Work Distribution
- 34. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 33 Challenges of Traditional Quality Management Sample Validity Typical: •Less than 1% sample rate •Results not very reliable •Agents challenge findings •Trending is poor Ideal: •Statistically valid sample, reliable findings Objectivity of Findings Typical •Definitions are vague, multi-component, not linked to behaviors •Difficult to get different evaluators of call to agree Ideal •Behaviorally anchored: Events defined by specific, observable behaviors •Results highly consistent and reliable
- 35. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 34 Average Agent Score Using Analytics-Driven QM Average Agent Score Using Traditional QM Build Trust and Loyalty Customer Appreciation 45% Preferred Card 22% Encourage Usage 20% Average 29% 84% Add Value Mention Cash Back 43% Mention Sweepstakes 24% Mention Automatic Payment Plan 13% Mention Website 23% Mention Company Newsletter 13% Mention Customer Account 13% Average 21% 43% The Solution: Interaction Analytics-Driven QM POC Results: Major Financial Services Company
- 36. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 35 Analytics-Driven QM Best Practices •Specific Agent Skills •Build Rapport •Contact Reason/Type •Product Issue •Billing Issue •Etc….. Topic Mapped Phrases •How are you today? •What’s the weather like there? •I understand your frustration Build Rapport Product Issue •I have a problem with product “x” •“x” function isn’t working •How can I do “x” with the product? Billing Issue •I have a question about my bill •Why am I being charged for…. •You’re overcharging me Step 1: Define all quality criteria and conversation topics as phrases
- 37. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 36 Analytics-Driven QM Best Practices Step 2: Categorize all interactions according to the topics discussed
- 38. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 37 Analytics-Driven QM Best Practices Step 3: Measure Key Performance Indicators (KPI) by topic
- 39. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 38 Analytics-Driven QM Best Practices Agent with most repeat calls Agent with low repeat call rate Step 4: Measure KPI by topic for each Agent Agent 1’s Agent 2’s
- 40. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 39 AHT CSAT FCR NPS Product knowledge Billing Issue Package or Plan Systems navigation Analytics-Driven QM Best Practices •Step 5: Precisely Target Training, Coaching and eLearning Accordingly
- 41. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 40 Analytics-Driven QM Success Story Process Description: Concentrixis a major Outsourcer with 37,000 Agents in 36 Countries Concentrixhandles end-to-end Customer Care for one of the largest North American Cell Phone Service Providers Business Challenges Client focus to increase customer loyalty and satisfaction while reducing cost to serve. Business pressure to: •Increase CSAT & Issue Resolution performance •Reduce Average Handle Time (AHT) Solution Deployed Speech Analytics Pilot followed by full deployment Key Results •Improved CSAT Top and Bottom Box •Reduced Average Handling Time (AHT) Account info Industry Telecommunications Lines of Business Customer Care Speech Analytics Engagement Type Pilot and Full Deployment Benefits Realized (3 Months post deployment) Customer Satisfaction (CSAT) CSAT Improvement 3rdMonth CSAT Improvement 6thMonth Average Handle Time (AHT) AHT Reduction 4thMonth AHT Reduction 6thMonth AHT Reduction 9thMonth 9.85% 11.35% 115 seconds (19.6%) 127 seconds (21.7%) 136 seconds (23.2%)
- 42. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 41 Analytics-Driven QM Success Story HRRG Success Story Background •Collection agencies are required to introduce every call to a right party contact with a mini- Miranda statement •“This is an attempt to collect a debt. Any information obtained will be used for that purpose.” •Speaking the mini-Miranda is a legal requirement •HRRG wanted to measure the extent to which agents were delivering the mini-Miranda and improve performance of those who were not performing to standard
- 43. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 42 Performance Before Automatic Monitoring •In FL and CA, 17% of agents likely in compliance, 83% out of compliance 0% 20% 40% 60% 80% 100% akm axe cxv dam dds dxj epr gmh jaj jxb kjc mlr mle nmc rms snm tdd tsr vmb Agent Compliance: California 0% 20% 40% 60% 80% 100% ajm amu cng cxr djd edm fbj fxr gxb gxl gxv jas jdr jfm jgm jja jmf jxt klj lij lxf mmm mth mya nda npc nws nxa oxm paw pxh rcg rdr rws rxh sjg sjm sxj txw vlj wxl Agent Compliance: Florida
- 44. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 43 After Two Months of Automatic Monitoring 0% 20% 40% 60% 80% 100% akm axe cxv dam dds dlc dxj epr gmh jaj jxb mlr mjb mle nmc rms snm tdd tsr vmb Agent Compliance: California 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ajm amu cng cxr djd edm exz fbj fxr gxb gxl gxv hds jas jdr jfm jgm jja jmf jxt klj lij lxf mmm mth mya nda npc nws nxa oxm pap paw pxh rcg rdr rws rxh sjg sxj tww vlj wjh wxl Agent Compliance: Florida In FL and CA, vast majority of agents in compliance
- 45. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 44 Dramatic Gains Compliance improved from 35% to 87% in Florida and 59% to 99% in California in two months 17% 27% 37% 47% 57% 67% 77% 87% 97% Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Florida California
- 46. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 45 How Interaction Analytics Improves QM •Interaction Analytics can automatically evaluate 100% of conversations •By removing human subjectivity, evaluations become more objective •Interaction Analytics best practice is to define quality criteria as phrases •Look for a solution that reliably recognizes phrases across all conversations •For more information, please visit Genesys.com or email me at Sean.Murphy@Genesys.com
- 47. Insert Cover Image Here Title Goes Here Lou Cockerham QA Product Specialist inContact
- 48. 47 To ensure consistency when evaluating agents
- 49. 48 Helps to identify the variance between Quality and Operations
- 50. 49 Helps to identify opportunities in call resolution and process improvement
- 51. 50 Gaining agent buy-in and understanding of the Quality Program
- 52. 51 Allowing upper management to make sound decisions based off of customer feedback
- 53. 52 Helps to provide an overall understanding of the Quality Program
- 54. 53 Outlines the set expectation of an agent within a customer contact
- 55. 54 Do ensure consistency and discuss action planning to increase customer experience
- 56. 55 Helps to identify opportunities and gain agent buy-in
- 57. 56 Training our ears to evaluate the true customer experience
- 58. 57 Identify opportunities and successes through trending analysis to help improve the overall customer experience
- 59. –Cloud technology pioneer –100% focused since 2003 –Unparalleled customer satisfaction –Supported 100% by inContact experts –2,600+ implementations –150,000 agents (WFOSolutionsGroup@incontact.com) We Live the Cloud and We LOVE WFO 58
- 60. Best Practices Roundtable: Q&A Sean Murphy, Director, Product Marketing, Speech Analytics, Genesyssean.murphy@genesys.com Patrick Botz, VP Workforce Optimization, VPI pbotz@vpi-corp.com Lou Cockerham, QA Product Specialist, inContact lou.cockerham@inContact.com Ann Thayer, CallFinderAccount Manager –Speech Analytics Solutions athayer@mycallfinder.com