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TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Technion Background
Founded in January 1994 by Sandy Papunen and Chris Eisdorfer - Privately held
Focus on programs where the integration of call center expertise, database marketing and technology were key elements of success
Business growth of at least 50% every year since inception, with several years of over 100% growth
Mid-size firm with call centers in South Florida, Barbados, Toronto and Colombia with over 3,200 seats of capacity
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Business Differentiators
Fully integrated Technology Platform
Willingness to work in a shared risk environment
Customer focused corporate culture and management team
A track record of growth and Customer Delight
Proprietary targeted databases for customer acquisition activities
Independent Quality Improvement Process (QIP) team focuses on continuous improvement and best practices
Off-shore cost advantage options available
Mid-size firm offers best of both worlds: Big enough to grow and support large programs, but small enough to remain nimble, focused and non-bureaucratic
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Organizational ChartChris Eisdorfer
President/COO
*Line of Business Director
*Inbound, Outbound, Consumer, Business to Business, Multilingual
Stephanie WheelerGM Account Services
Mark RichardsGM Operations
Prashant CherukuriIT Director
Harish NarainGM Application Dev.
Software Developers
Dave Doucette GM Project Admin
Project TechnicalManager
Director of HR
Chris CollieGM Training &
Recruiting
OperationsManager
Supervisor
Agent Teams
QA Manager
TrainingManager
Trainers
RecruitingManager(s)
ABTS
MBTS
AccountManager
AccountCoordinator
QA Staff
Non Dedicated
Client Dedicated
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Recruiting
Recruiters and Interviewers are certified and audited for quality and results using Best Practices
Candidates screened with at least three interviews and a role-play before a position is offered
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Interview Form
Sample Interviewing Script – TechnionApplicant ____________________ 2nd Interview Interviewer _____________________ Date _____________________
Begin with introduction of all parties involved in interview process. Use the following questions to obtain information about perspective employee:Document any observations in space provided. Choose the appropriate set of questions based on position under consideration.
Question 3
2 1 Score
1) What is your understanding of the job you are applying for?
Strong verbal skills, articulate, able to build rapport and communicate effectively.
Acceptable command of the language, answered the question briefly and indifferently.
Answered using poor diction and slang. Communicates in an unprofessional manner.
2) Why did you or why are you looking to leave your present job?
Professional and monetary growth and expanded opportunity.
Schedule does not meet with family or school requirements, commute is too long.
Personality conflicts with Supervisors or co-workers, the “I was the only one who Worked” attitude.
3) What are the things that motivate you?
Money, opportunity, recognition, success.
Self-motivated, helping people, family success.
Answer =No reply, I do not know, time off or social activities.
4) Tell me of the last time you used good selling skills?
Applicant says that they are now selling you on hiring them. Candidate gives an example that is three days or less.
In recent last job. Cannot remember the last time.
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Quiz Test Sample
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Training
ABTS (Agent Basic Training School) provides on-going agent training and development
MBTS (Management Basic Training School) provides managers with skills to successfully career path
Full ownership of agent training and education
Learning Pyramid Philosophy
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Learning Pyramid
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Coaching Agents for Optimal Performance
Target Group: Managers, Supervisors, anyone who has direct reports.
Objectives: Participants will learn the following:
How to coach agents and still keep them motivated.
How to identify core qualities of effective coaching conversations.
How to use the simple 5 step model of coaching on the floor.
Delivery method: Classroom, Self PacedDuration: 4 Contact hours
Summary of Course Outline
Recognizing the importance of having specific strategies for coaching.
Identify reasons why coaching increases employee productivity.
How to balance the strengths and weaknesses of individuals.
Discover why coaching benefits both you and the organization.
Why content employees produce better products and better service.
How to change mediocre performance to glittering success.
Identify desirable listening behaviors that generate positive results.
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
E-Learning
Product knowledge
Software training
Voice training
Call simulations
E-Learning technology to screen qualified candidates
Introduction to long distance training – benefits reduce training time
Self-paced resulting in higher retention of information learned
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
E-Learning Interactive Example
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
E-Learning Test Example
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Dialog Coach
Demo
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Operations
CONFIRMED SALES WITH STATS Location LeadType Tsr info Total Yield Conv. Hours Intralata Drop Sales Per Completes Sales Rate Worked % Rate Hour Per Hour 0891
TP285 BENJAMIN, JULIE-ANN 1 1.01% 1.12% 4.50 0.00% 0.00% 00.22 22.00 TQ422 THOMPSON, JUNE 4 4.30% 4.44% 5.10 0.00% 0.00% 00.78 18.23 TP299 NORVILLE, VANESSA 4 2.70% 2.76% 6.12 75.00% 20.00% 00.65 24.17 TP275 STRAKER, ANDRE 7 8.14% 8.33% 5.71 71.43% 12.50% 01.23 15.06 TP277 IFILL, CHERYL 3 1.34% 1.38% 5.73 0.00% 25.00% 00.52 39.12 TP279 FORDE, ESTHER 3 2.61% 2.73% 5.30 66.67% 0.00% 00.57 21.71 TP295 GREENIDGE, SHARON 2 1.15% 1.18% 5.81 0.00% 0.00% 00.34 29.94 TP283 DOWNES, JUANITA 1 0.85% 0.91% 5.42 100.00% 0.00% 00.18 21.76 TP297 FRANKLYN, SHEAWOOD 1 0.93% 1.02% 5.66 0.00% 0.00% 00.18 18.92 TP280 JONES-DAVIS, GAIL 4 4.55% 4.65% 5.41 25.00% 0.00% 00.74 16.27 TP289 WILLIAMS, MARCELLE 1 0.50% 0.52% 6.12 0.00% 0.00% 00.16 32.67 TP290 BARROW, MAXINE 0 0.00% 0.00% 3.31 0.00% 0.00% 00.00 19.65 TP284 KING, JUANNE 2 0.98% 0.98% 5.76 0.00% 33.33% 00.35 35.57 TP291 JOSEPH, MONICA 4 4.65% 4.76% 5.46 75.00% 33.33% 00.73 15.76 TP282 FORDE-ESTWICK, JANIS 2 2.00% 2.02% 5.37 0.00% 50.00% 00.37 18.64 TP292 CUMMINS, NATALIE 4 5.71% 6.15% 5.39 75.00% 0.00% 00.74 12.98 TP287 PADMORE, KAREN 1 1.09% 1.15% 4.25 0.00% 0.00% 00.24 21.64 TP281 CLARKE, GREGORY 4 8.70% 8.89% 5.63 50.00% 33.33% 00.71 08.16 TP293 WHITTAKER, PAMELA 3 2.04% 2.08% 6.05 66.67% 0.00% 00.50 24.32 Sub Total For: 0891 51 2.25% 2.34% 102.10 43.14% 16.39% 00.50 22.16
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Outbound Reports
LEAD INVENTORYlead_ type total_ leadsnot_ touchedtouched_not_closedtotal_callback open_ leads closed
Simply_1 69621 20325 13545 2025 33870 35751
Simply_2 112662 74120 18635 772 92755 19907
Simply_3 66301 64638 1094 63 65732 569
Simply_HSP 21348 17449 2443 197 19892 1456
Totals 269932 176532 35717 3057 212249 57683
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Dialer StatsDIALER STATISTICS
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Quality Weekly Report
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Real-Time CMS Report
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Web Real-Time Agent Production Statistics
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Web Real-Time Hourly Call Detail Report
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
IntelliCube – Agent Level Data
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Quality Assurance
Quality Assurance Best Practices
Digital Recording System
On-Line Quality Assurance Scoring & Tracking System
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Quality Best Practices
To maintain integrity of Quality Processes, the Operations Team & Quality Team are separate entities
Every Sales and Service Agent receives documented feedback on calls monitored – minimum twice per week
Every Sales and Service Agent has a weekly individual coaching session
Quality Assurance Supervisors are rotated every 60 days
On-line scoring and performance tracking / trending
Quality Assurance Supervisor is assigned a maximum of 20 agents
Agents are provided a Monthly Scorecard
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
QA On-Line Form
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
QA Weekly Performance Report
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
QA Weekly Agent Performance Report
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Agent Monthly Scorecard
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Digital Recording
Every call can be recorded on inbound and outbound programs
All recordings can be archived indefinitely
System is used as a Verification Tool and as a Quality Assurance Tool
Demo
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Account Management
Creative / Proactive Philosophy
Always looking for ways to improve your business / results
Insure all technology assets and best processes are leveraged
Identify issues early, first & provide solutions
IntegrityOpen Book / Open Door Policy
Complete Disclosure
CommunicationFocus on documentation to insure consistency in meeting expectations
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Implementation Timeline Sample
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
On-Going Program Status Log
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Contact Report Sample
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Technology
Standardized platform across all domestic and international centers
Sophisticated CRM system fully integrated with outbound and inbound CTI
Database marketing and modeling capabilities
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Barbados Florida Network Chart
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Technology Infrastructure
TECHNIONCommunicationsHigh Tech High Touch
Proprietary and Confidential Technion Communications
Live Demo of Intellicube with SAS