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Page 1: Home Based Agents The Crown Jewels of Customer Service Sally Hurley VIPdesk_Jack Heacock Telcoa_052710

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Cover Slide

Home-Based Agents The Crown Jewels of Customer Service

VIPdesk Webinar Series May 27, 2010

View The Webinar

Presented By:Jack Heacock: SVP, Telcoa: The Telework Coalition

Sally Hurley: President, VIPdesk

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About The Presenters

ā€¢ 20+ years delivering premium service for Fortune 500 brands

ā€¢ Passion for service

ā€¢ Committed to building a culture that supports work-life balance

ā€¢ Proud to be a green company-supporting thousands of individuals that work from home across North America

ā€¢ President of Entrepreneurs Organization

Sally HurleyPresident

Jack HeacockSr. Vice President

ā€¢ Co-founder of the Telework Coalition, Washington, D.C.

ā€¢ Call Center Magazine ā€œPioneer Awardā€ winner for Work@Homeā„¢ Agent Programs

ā€¢ Nationwide human resources and payroll corporate systems; telecommunications; and facilities Project Director for Amtrak

ā€¢ Lt Colonel U.S. Army Signal Corps (Retired)

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Agenda

ā€¢ Virtual contact centers: the basics

ā€¢ At-home agents: providing intuitive customer service

ā€¢ Increasing customer satisfaction and revenue via a home-based team

ā€¢ Profile of an at-home agent: how talent drives success

ā€¢ Recruiting and managing home-based agents

ā€¢ Environmental benefits of a home-based workforce

ā€¢ Real-life examples of successful virtual customer care

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Copyright 2010, The Telework Coalition, All Rights Reserved

ā€œWhyā€ a Work@Homeā„¢Solution

~The Crown Jewels of

Customer Service

May 27, 2010

VIPdesk Webinar Series

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Copyright 2010, The Telework Coalition, All Rights Reserved

ā€¢ Better educated, more mature agentsā€¢ Greater agent and customer satisfactionā€¢ Larger pool (geographic area) of agentsā€¢ Improved agent retention and skills baseā€¢ Part-time and Split-Shift agent availabilityā€¢ Less use of imported energyā€¢ Reduced congestion, pollution, and injuries

Work@Homeā„¢ Quality

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Copyright 2010, The Telework Coalition, All Rights Reserved

ā€¢ Homesourcing (Work@Homeā„¢)Benefits

ā€¢ Avoid lay-offs in tough economic timesā€¢ Reduced cost per agentā€¢ Better ā€˜corporateā€™ and ā€˜customerā€™ memoryā€¢ Trending for Bank Cards, Annuities,

Investments, Insurance, Medical advice, scheduling, and triage, 411, 911, etc.

ā€¢ Recommendations by The Tower Groupā€¢ March 2008 ā€“ Homesourcing Call Centersā€¢ March 2010 - Telecommuting: A Targeted

Solutionā€¦

Work@Homeā„¢ Costs

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Copyright 2010, The Telework Coalition, All Rights Reserved

ā€¢ ā€˜Eventsā€™ ~ Those ā€˜Stubborn Thingsā€™

ā€¢ Weather obstaclesā€¢ Natural occurrencesā€¢ Geo-Political disruptionsā€¢ Off-shore inhibitors & degradationsā€¢ Other obstaclesā€¦

Minimized or avoided via Home Agents

Work@Homeā„¢ Stability

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The Formulaā€¦

Copyright 2010, The Telework Coalition, All Rights Reserved

IT + PĀ³ = EĀ³Ā©

ā€œFor Successful Work Today and Tomorrowā€

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Copyright 2010, The Telework Coalition, All Rights Reserved

The enabling Information Technology

PLUS the implementing Policies, Processes, and Procedures

EQUALS the Economic, Energy, and Environmental benefits for the Work@Homeā„¢ employees, their employers and the customers and communities served

See: The Telework Coalitionā€™s Top Ten Reasons for the Virtual Workforce Ā©

IT + PĀ³ = EĀ³ Ā©

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Copyright 2010, The Telework Coalition, All Rights Reserved

ā€¢ Emerald: Enthusiastic, fresh, and genuine service

ā€¢ Ruby: Satisfaction and resolution ~ The 1st time and every time

ā€¢ Safire: Customer needs anticipated and fulfilled with comfort and up-selling opportunities

ā€¢ Diamond: Improved cultural and understanding focus

ā€¢ Pearl: Word of mouth customer-to-customer 3rd party referrals

Work@Homeā„¢ The ā€˜Crown Jewelsā€™ of Customer Service

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Implementing:Do it yourself or outsourcing?

ā€¢ While distributed work cannot occur without the enabling technologies, the PĀ³ā€™s are often the greatest ā€˜challengeā€™ to coordinate and develop

ā€¢ To achieve the objects of improved quality, cost containment, and speed of implementation many are partnering with those who have a demonstrated track-record of virtual customer care success

Copyright 2010, The Telework Coalition.

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Our Passion

Our clients trust VIPdesk to represent their brand as a seamless extension-- providing exceptional service to their customers, that helps ensure customer retention and drive revenue.

. . . making great brands even better

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Brand Leaders Trust VIPdesk

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VIPdesk Core Belief

ā€œEvery customer contact is a critical marketing eventā€

And an opportunity to drive performance and profitability.

Conversely, a single negative customer event, poorly handled, can destroy a brandā€™s reputation.

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Projected Growth of Home Agents

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Attract Home-based Applicants

ā€¢ Flexible schedulingā€¢ Reduced expenditures ā€¢ Elimination of commuteā€¢ Enhanced schedule flexibility -

work/life balanceā€¢ Comfort of working from homeā€¢ Ability to maintain lifestyle in addition

to careerā€¢ Work on behalf of brands they love

Geographically dispersed agents mitigate risks associated with localized or regional Business Continuity events

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Utilize Multiple Recruiting Sources

Candidates come from referrals, local, regional, tradeand national sources.

JOB BOARDS

SOCIAL MEDIA

MEDIA COVERAGE

TRADE PUBS

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Comprehensive Recruiting Process

Recruiting Process

Pass Basic Qualifications: 24%

Pass Client Specific Qualifications: 59%

Pass Hardware/Software Requirements: 73%

Pass Resume and Phone Screen: 83%

Pass Credit/Criminal Check: 79%

Complete Agreement and Tech Setup: 85%

Complete/PassCertification: 63%

Go Live: 95% Currently 1 out of 30 go live

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Profile

Experienced Specialized Screened and Trained

40 years old 95% college

educated 5% graduate

degrees 63% management

experience 72% hospitality/

customer service experience

15 years of work experience

Relevant subject matter experience

Brand culture and products

ā€œBrand Advocatesā€ representing favorite brand

Located anywhere

Background checks Personality profiling Web-based HR

systems and tools Web and instructor-

based training Brand immersion

training

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There are CSRs, Agents and Repsā€¦

Virtual model enable Brand Advocates

Don T.

-lives in San Francisco-loves running & hiking-is a Tier 1 Performer

Home Agent Profile

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Example Brand Advocates

KITTY Kavid kayaker

JOYCE G snowmobiling enthusiast

JULIE Gactive climberCORRINE P

on a zip line

DON Savid runner

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ā€¢ Carla loves fishing; 3 mile walk to raise money for Ryan Cameron Foundation

ā€¢ Deborah loves cycling and going to the beach

ā€¢ Dia Enjoys hiking and biking; favorite spot- Diamond Head in Waikiki, HI

ā€¢ Dollie Runs Peachtree Road Race Marathon each year; Loves hiking and camping at Stone Mountain in GA

ā€¢ Don Completed 4 marathons and countless 1/2, 10 & 5ks

ā€¢ Elizabeth loves hiking Tucson trails and instructing Zumba

Passionate Brand Advocates

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Virtual Training Best Practices

ā€¢ Training methodology- Share, Show, Do

ā€¢ Instructor Training Program

ā€¢ Smaller class size ā€“ no more than 1:15 ratio

ā€¢ Blended learning for optimum retention; 85% instructorā€“led / 15% self-paced study

ā€¢ Module based learning

ā€¢ Orientation Process ā€“ time with all departments

ā€¢ Post-training program/Nesting

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Tools to Support Operations

ā€¢ Listen to/search callsā€¢ 100% call recordingCall Recording

ā€¢ Integrated with recordingsā€¢ Grade and report scores Quality Grading

ā€¢ Internal chat application Communications

ā€¢ Reports call, email and chat dataReporting

ā€¢ Online recruiting portalRecruiting

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Performance-based Scheduling

Key metrics

Individual metrics are scored and ranked

Scores are available daily

Highest scores receive preferred schedules

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Recognition

ā€¢ Call recording, grading

ā€¢ Performance Dashboards

ā€¢ Contests

ā€¢ Bonuses for top performers

ā€¢ Individual, team and company recognition

ā€¢ Virtual awards

ā€¢ Performance-based scheduling

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Staffing flexibility

Jan Wk 1

Jan Wk 2

Jan Wk 3

Jan wk 4

Feb Wk 1

Feb Wk 2

Feb Wk 3

Feb Wk 4

Mar Wk 1

March Wk 2

March Wk 3

March Wk 4

Mar Wk 5

April Wk 1

April Wk 2

FY 2010 Sales SL 84% 89% 87% 90% 97% 90% 94% 96% 77% 82% 95% 95% 77% 41% 46%FY 2010 % handled to forecast 31% 72%143%43% 51% 25% 23% 22% -7% 6% 33% -3% 20% 10% 6%

-20%

0%

20%

40%

60%

80%

100%

120%

140%

160%

2010 Weekly Stats

FY 2010 Sales SL

FY 2010 % handled to forecast

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Example- Home-Based Program Achievement

ā€¢ Exceeded AOS goals by 19.8%

ā€¢ Beat Credit goals - 11% for the year

ā€¢ Beat AHT goals by 2.5% for the year

ā€¢ Increased Customer Sat Quality from 93 to 95%

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Case Study 1

Call Type: Sales and Customer Service

Objective: Improve customer experience while addressing seasonal volume

Challenge: Temporary help needed to answer heavy spike in seasonal volume; inconsistent service delivered across multiple team was impactingcompany brand and quality was suffering

Solution: Deployed dedicated, home-based team with retail sales experience who love the brand

Impact: Service levels up by 60%; email completion rate improvement of 41%; reduced program AHT for the client by an average of 22 seconds within 2 months

International Multi-Merchant Retailer

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Case Study 2

Call Type: Credit card customer support and rewards and benefits management

Objective: Provide dedicated team to handle multiplebenefits and rewards call types

Challenge: Fragmented experience- too many vendors, inconsistent customer experience

Solution: Consolidate vendors, leverage dedicated home-based team with travel expertise, provided a singlevoice structure

Impact: Dedicated team allowed client to consolidate vendors, improved first-call resolution by 40% and improve the Card Member satisfaction by 15%

Global Credit Card Provider

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Case Study 3

Call Type: Incoming orders, order tracking, customer service

Objective: Improve customer experience; drive sales results, and maintain cost per contact

Challenge: Premium customer segment, phone, email and chat handled by 3 teams/vendors, poor customer experience

Solution: Provide single highly-skilled home-based team with both customer service expertise and apassion for fashion

Impact: Increased total service sales by 23% and cost-per-contact by 18% year-over year

Luxury Online Fashion Retailer

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Q & A

ā€œOn the average most organizations report a loss of approximately 50% of their customer base every 5 years.ā€

Jim Novo The Drilling Down Project

ā€œConsidering a million dollars in business over a 10 year period with a 10% inflation rate, an organization can improve revenues by 49% with a 10% increase in customer retention.ā€

American Management Association

ā€œA 5% increase in customer retention can potentially boost profits by 25-125%... Acquiring a new customer can cost 6 to 7 times more than retaining an existing customer.ā€

Fredrick ReichheldThe Loyalty Effect

ā€œ46% of respondents reported they quit doing business with a company in at least one industry category in the past year as a result of poor service.ā€

Accenture consumer survey

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Contact Us!

Jack HeacockSr. President

[email protected](202) 266-0046 x. 103

Sally HurleyPresident

[email protected](703) 837-3518

VIPdesk Webinar Series How to Integrate Social Media Into Your Contact CenterJune 8, 2010

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Thank You for Attending!

Website: http://www.vipdesk.com

Blog: http://blog.vipdesk.com

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