Best Practices Roundtable: Quality Assurance and Analytics

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, CallFinder Account Manager – Speech

Analytics Solutions

Copyright Voice Print International, Inc. 2013

Optimization Best Practices

Top 5 Quality Assurance

©2014 Voice Print International, Inc. All Rights Reserved.

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 ManagementPerformance Management

E-learning

VPI @ a Glance

Traditional Quality Monitoring

Quality of Customer-Agent Interactions

Wors

t P

ractice B

est P

ractic

e

Traditional

Random

Monitoring

High Value Low Value High Value

Traditional Approach to QA

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

Allow agents to flag calls

For coaching without scoring

To compete in ‘Olympics’ or ‘Academy Awards’

To create a Best Practices Call Library

Praise exemplary calls

Tie Quality Scores to Training1

https://www.google.com/imgres?imgurl&imgrefurl=http://theasideblog.blogspot.com/2012/07/visualizing-olympics-shaping-iconic.html&h=0&w=0&sz=1&tbnid=GKxECju1166xvM&tbnh=156&tbnw=323&zoom=1&docid=nxBFytMFSr9CYM&ei=JhaeUqu1DOzLsQSPtYGIAw&ved=0CAQQsCUoAQ

https://www.google.com/imgres?imgurl&imgrefurl=http://theasideblog.blogspot.com/2012/07/visualizing-olympics-shaping-iconic.html&h=0&w=0&sz=1&tbnid=GKxECju1166xvM&tbnh=156&tbnw=323&zoom=1&docid=nxBFytMFSr9CYM&ei=JhaeUqu1DOzLsQSPtYGIAw&ved=0CAQQsCUoAQ

Tie Quality Scores to Training

Assign Coaching Based on QA Scores

Send Message Based on QA Scores

to Find Higher Value Calls

Using Analytics

2

Types of Analytics

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

Capture

Key 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 HistorySupport 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

[email protected]

289-820

Unlimited US and Canada

Unlimited Web and Email

FedEx 2-day

Tier 1

New Product A

SubmitCancel

Preparation: Creating Category ‘Buckets’

“Transfer to supervisor”

“Speak with someone else”

“Someone above you”

“In your department”

“Cancel”

“Confusing”

“Frustrating”

“Expensive”

“Difficult to use”

“Allworld Cellular”

“GlobalCom”

“Competitor is cheaper”

ESCALATION

REQUEST

NEGATIVE

SENTIMENTCOMPETITIVE

MENTION

2 TO 5

MINUTESCANCELLED

ACCOUNT

NEW

PRODUCT

Automate QA Workflow

60%+evaluator

productivity

Upsell Attempt-No Sale

3

BEST PRACTICE #3Speed Up QA Feedback to Agents

Encourage Feedback and Comments

Display QA Scores in Tickers & Scorecards

1

3

4

Calibration success depends on:

1. Monitoring Evaluation Form

2. Quality Standards Definitions

3. Calibration Process and Owner

Ramp Up Calibration Sessions5

Monitoring Evaluation Form

Should reflect what is important to your company and customers

Determine what 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

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

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

Thank You! Questions?

Patrick BotzVP of Workforce Optimization

Corporate Headquarters

160 Camino Ruiz

Camarillo, CA 93012

Direct: 1.800.200.5430 x5214

Email: [email protected]

www.VPI-corp.com

Learn best practices from 30,000+ others:

Easily Discover the Conversations

Goodbye, Traditional QA.

Hello, Speech Analytics!

The New Best Practice in Quality Assurance


• 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


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


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 every conversation

– Unlimited ability to categorize calls by topics, agents, products, etc.

• Transforms knowledge from a shot in the dark to a direct hit!


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


• 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


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


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…


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


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

lacking speech 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


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


Ann Thayer

CallFinder - Account Manager

800-514-0436

[email protected]

www.linkedin.com/in/athayer

Let’s Connect!

mailto:[email protected]

http://www.linkedin.com/in/athayer

http://www.twitter.com/callfinder

http://www.twitter.com/callfinder

http://www.mycallfinder.com/blog/

http://www.mycallfinder.com/blog/

https://plus.google.com/u/0/b/101556086165809799253/+Mycallfinder/posts

https://plus.google.com/u/0/b/101556086165809799253/+Mycallfinder/posts

http://www.linkedin.com/company/callfinder

http://www.linkedin.com/company/callfinder

Improving Quality Management with Interaction Analytics (Speech & Text Analytics)

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.32

Genesys Continuous Workforce Optimization

Front Office

Back Office

WorkforceOptimization

WorkDistribution


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


Average Agent Score Using Analytics-Driven QM

Average Agent Score Using Traditional QM

Build Trust and LoyaltyCustomer Appreciation 45%Preferred Card 22%Encourage Usage 20%Average 29% 84%

Add ValueMention 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


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



Step 2: Categorize all interactions according to the topics discussed



Step 3: Measure Key Performance Indicators (KPI) by topic



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


AHT

CSAT

FCR

NPS

Pro

duct

know

ledg

e

Bill

ing

Issu

e

Pac

kage

or

Pla

n

Sys

tem

s

navi

gatio

n



•Step 5: Precisely Target Training, Coaching and eLearning Accordingly


Analytics-Driven QM Success Story

Process Description: Concentrix is a major Outsourcer with 37,000

Agents in 36 Countries Concentrix handles end-to-end Customer Care for

one of the largest North American Cell Phone Service Providers

Business ChallengesClient 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 DeployedSpeech 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 FullDeployment

Benefits Realized (3 Months post deployment)

Customer Satisfaction (CSAT)CSAT Improvement 3rd Month CSAT Improvement 6th Month

Average Handle Time (AHT)AHT Reduction 4th MonthAHT Reduction 6th MonthAHT Reduction 9th Month

9.85%11.35%

115 seconds (19.6%)127 seconds (21.7%)136 seconds (23.2%)


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


Performance Before Automatic Monitoring

• In FL and CA, 17% of agents likely in compliance, 83% out of compliance

0%

20%

40%

60%

80%

100%

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Agent Compliance: California

0%

20%

40%

60%

80%

100%

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Agent Compliance: Florida


After Two Months of Automatic Monitoring

0%

20%

40%

60%

80%

100%

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Agent Compliance: California

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

ajm

amu

cng

cxr

djd

edm

exz

fbj

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gxb

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gxv

hd

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Agent Compliance: Florida

In FL and CA, vast majority of agents in compliance


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


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 [email protected]

Insert Cover Image Here

Title Goes HereLou CockerhamQA Product Specialist

inContact

47

To ensure consistency when evaluating agents

48

Helps to identify the variance betweenQuality and Operations

49

Helps to identify opportunities in call resolution and process improvement

50

Gaining agent buy-in and understanding of the Quality Program

51

Allowing upper management to make sound decisions based off of customer feedback

52

Helps to provide an overall understanding of the Quality Program

53

Outlines the set expectation of an agent within a customer contact

54

Do ensure consistency and discuss action planning to increase customer experience

55

Helps to identify opportunities and gain agentbuy-in

56

Training our ears to evaluate the true customer experience

57

Identify opportunities and successes through trending analysis to help improve the overall customer experience

– Cloud technology pioneer – 100%

focused since 2003

– Unparalleled customer satisfaction

– Supported 100% by inContact

experts

– 2,600+ implementations

– 150,000 agents

([email protected])

We Live the Cloud and We LOVE WFO

58

Best Practices Roundtable: Q&A

Sean Murphy, Director, Product Marketing, Speech Analytics, Genesys [email protected]

Patrick Botz, VP Workforce Optimization, VPI [email protected]

Lou Cockerham, QA Product Specialist, inContact [email protected]

Ann Thayer, CallFinder Account Manager – Speech Analytics Solutions [email protected]

Technology

Best Practices Roundtable: Quality Assurance and Analytics