Spade Quality Monitoring Application
- 2. What is Spade OnDemand? 2 Quality monitoring tool Measure your contact quality Benchmarking tool Compares performance among peers, internally within the organization and externally among the industry Analytics Improve customer experience and reduce costs with timely actionable data Web Based Spade On Demand is a web based quality monitoring and benchmarking tool built using the SaaS (Software as a service) model. Measure It gives the power to measure quality of service delivered to customers and benchmarks them against peers in the industry. Analytics The tool’s powerful analytics assists the organization in identifying improvement areas in transaction quality.
- 3. Spade OnDemand: What do you get? 3
- 4. Issues with excel based Quality Monitoring 4 • Inability to deliver focused training assignments based on quality data trend • Lack of data to evaluate effectiveness of training Sub-optimal, infrequent agent feedback; impacting the ability to take timely corrective measures Data existing in silos without a centralized view to agents, auditors and management Inability to provide real-time view of business drivers Too much effort spent in data mining, trend analysis and metrics generation SEPARATE DATA HIGH EFFORT NO REAL TIME TRAINING FEEDBACK Issues with Excel Monitoring
- 5. Spade OnDemand: Benefits 5 Customization No dependence on contact recording system used Monitor different types of transactions voice/email etc Customize the default performance scoring used Create your own audit forms Quality Data Repository Agent, Auditor and management have real time view to quality data Training need identification automated, depending on improvement areas Publish quality metrics to client & management No Hardware/Software installations Cloud based internet application Role based access Celtycs manages the hosting , further development and maintenance of the product Convenient billing model Billing based on the number of users and their roles Scale up or down based on your business need
- 6. Spade OnDemand Features 6 SUPER AUDITOR GET REAUDITS DONE ABILITY TO CREATE SUPER AUDITOR LOGINS Infinite Simultaneous Audits 1000transaction BULK UPLOAD IN ONE INSTANCE plan. Plan the number of audits in a month and get Spade to auto pickup & allocate Ability for agent to request for a review of his/her evaluation ?? ? CUSTOMIZABLE SCORING methodologies. Celtycs scoring to determine parameters in control of the contact center and hence achieve optimum performance on those. attach. Attach a call, email transaction, or chat transcript Allows Quality representatives to FOCUS on auditing and mentoring CFRs and less time generating quality metrics. ABILITY TO SEPERATE DIFFERENT LOBS Real-time Feedback Provides real time feedback to customer facing representatives hence improving employee satisfaction Performance Reports Provides instant performance metrics to analysts and auditors for making quality improvement decisions email Ability to email audits or reports Peer to Peer Calibration. FOR COMPLETED AUDITS
- 7. Spade OnDemand: Process Workflow 7 Administrator sets up teams with users and audit forms. Customer facing representatives / Agents generate transactions in the transaction recorder. Transaction information is inserted into Spade OnDemand. Auditor listens to call recording in voice logger; use SoD to audit transactions and enter feedback Agent gets real time view of feedback. Analyst evaluates performance. System generates benchmark report Leadership team reviews performance
- 8. Spade OnDemand: Roles and Features 8 AUDITOR • Audit • Revaluate audits • Score trend and defect count in a category for the team • Summary performance report over a duration • Benchmark performance data of team AGENT • View auditor feedback • Accept / Request for revaluation • View score trend and defect count in a category • Summary performance report over a duration • Benchmark performance data of agent in team, center and organization SUPER AUDITOR • Edit and close escalated audits in dispute • View score trend and defect count of teams • Team wise performance comparison reports • Benchmark performance date of teams TEAM LEADER • View score trend and defect count of agents • Team performance and comparison reports • Benchmark performance date of team ANALYST • View score trend and defect count of entire center • Team wise performance comparison reports • Center performance summary report • Benchmark performance date of centre ADMIN • Create and manage users and teams • View to active and logged in users at any point in time • Diagnostic reports • Create audit forms • Upload Transactions
- 9. Spade onDemand Workspace Setup 9 Auditors and Agents in each team Contact centre Administrator and Analyst at each centre Contact centre administrator and analyst Contact Centre Centre A Team A Team B Centre B Team C
- 10. Improved productivity with Spade OnDemand over current tools 10 Investment vs. Benefits Business Benefits Improve productivity and reduce cost Auditor by 20%-30% Agent by 10%-20% Analyst by 10%-20% Improve quality and move to Reward zone Total Cost of Ownership Monthly subscription fee based on # users
- 11. 11 About Celtycs Value Proposition We help companies improve the efficiency and effectiveness of their customer facing operations Optimize customers interactions Improve customer’s experience Monitor performance Application SoftwareApplication Software
- 12. 12 A continuous evolution filled with passion and innovation Display solution LogePal Computer Telephony Integration IP contact center Business Consulting LogePal RefleXion rewarded by Workforce optimization & voice of the customer UC Care and Enterprise Collaboration Activeo Singapore Acquires Celtycs India 1995 1998 2001 2004 2006 2008 2011 2012 2013 About Celtycs Founded in 2002 Bangalore based leading customer loyalty and experience management consultancy company Serviced 70+ clients in India and globally About Activeo
- 13. 13 Global reach with Limebridge Alliance Activeo & Celtycs LimeBridge LimeBridge is an alliance of companies specializing in customer and contact management around the globe. The LimeBridge Alliance brings together the exceptional talents and experience of the leading independent firms specializing in customers, people and profitability. LimeBridge gives you the practical experience you want wherever you need it. India France Singapore USA Australia Japan UK Sweden Germany Mauritiu s
- 14. 14 What we offer- Consulting Services Customer Operations design implementation Outsourcing strategy and Partner selection Workforce and Resource planning for contact centers Self Service / IVR design and reengineering Contact center cost and performance optimization
- 15. 15 Contact Us France Florence Guyot +33 6 88 24 22 40 fguyot@activeo.com www.activeo.fr Singapore Jonathan Mondon +65 6329 00476 jmondon@activeo.com www.activeo.com India Vinit Singhal +91 98451 79537 vinit@celtycs.com www.celtycs.com