Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.

1. MATT ROCCO, PRESIDENT / COO
JIM IYOOB, EVP – CUSTOMER EXPERIENCE
ETECH GLOBAL SERVICES
IMPLEMENTING A SUCCESSFUL
QUALITY MONITORING
PROGRAM

2. World Class Quality Monitoring Program
1. Contact Center Challenges
2. How a Effective Quality Monitoring Program can Help Ease
your Pain
3. What is Quality Monitoring in a Contact Center
4. Quality Monitoring verse Quality Assurance
5. Best Practices of Quality Monitoring Program
6. Quality Monitoring & Business Intelligence
7. Benefits of Using a Third Party
8. Case Study Results of Implementing a Quality Monitoring
Program
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3. Contact Center Challenges
• The contact center is the “face” of your company
• Bad contact center experiences annoy and frustrate your
customers, and spread quickly
• Agent staffing is a growing cost to your business
• Tracking and monitoring agent behavior is difficult to
manage… there is a cost (but also a ROI)
• Front line supervisors have a direct impact on quality and
satisfaction of your customers, yet many do not embrace this
opportunity
• Agent attrition is a direct cost to your business due to
retraining and impact on customer experience
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4. Quality Monitoring Can Ease Your Pain!
• Provide you insight into contact center interactions with your
customer
• Alert you of unsatisfactory customer contacts with
recommendations for improvement
• Assurance of corporate governance
• Identify and quantify “coachable” issues
• Distribute daily quality reports to ensure agents are
progressing in quality and performance rather than turning
them over
• Calibrate with front line supervisors to make sure there is
consistency in coaching
• “Close the Loop” on coaching opportunities to provide follow
up and track improvement
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What is
Quality
Monitoring?
Quality Monitoring in Call Centers

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Quality
Assurance
Process
Quality Assurance Process

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Best
Practices
Best Practices in Quality Monitoring

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Best
Practices
Best Practices in Quality Monitoring

9. Quality Monitoring & Business Intelligence
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An effective method to ensure customer satisfaction involves
integrating call monitoring and business intelligence (BI)
analytics. An effective & integrated call monitoring /BI process
enables a company to collect, record, sort and analyze data to
assist in various decision making processes.
BI data that is gathered by companies through tracked &
monitored calls can be used to guide marketing strategies &
priorities. For instance, the information collected on specified
demographic groups, average caller age and frequently asked
questions can all help in determining marketing priorities.

10. Quality Monitoring & Business Intelligence
10

11. Etech Global ServicesConfidential 11
Features &
Benefits
Third Party QA Services

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Fashion Retailer – Etech Success Story

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Portfolio
Client is an online subscription fashion retailer
Offers personalized shopping experience
Consists of a portfolio of online subscription service brands
The Member (Customer) Experience
Technology Change – Focus on Online Transaction
Member challenges (Matching specifications with choice, place of delivery, after sales support etc.)
Etech Global Services – The Monitoring Solution Provider
Challenges: Member retention; expansion of member base
Solutions:
Third party unbiased insights into transactions
Actionable data with specific recommendations
Alerts for quick fix
Trusted partnership to improve results
Leading Fashion Retailer

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QA Academy for client FCs (New Hires) to provide detailed feedback of their performance
before the FCs go live
Recommendations to improve service level, modification to, or introduction of business
strategies
MSAT Round Table: QA team actively participates in the deliberations to improve Member
Satisfaction Experience
Escalations sent on daily basis to highlight the opportunities with the trends captured during
the audits
Auto Failures are sent immediately to distribution group to address in real time
Deep Dive Analytical Studies on Retention, Saves, Cancellations to identify trends and create
resolution
Weekly analysis of brand performance, location performance, and agent performance
Best Practices at Work

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Dip stick analysis to check implementation of coaching inputs and feedback – linked to the
desired end results
QA administered DAPs (Development Action Plans) for repeat offenders
Establishing correlation of QA scores with campaign results
Training (TNA/TNI) Studies and recommendations – monitoring post training performance
trend
 Fixing Accountability at different levels. Accountability Audit (Inputs for Rewards v/s
Impacts)
Agent/QA Score Cards – linked to benefits or impacts
Closed Loop Control Process

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Unrelenting schedules of calibration sessions to ensure:
Client expectations and understanding of QA team are in full alignment
Updates are shared and understood by each party
Calibration variance (if any) are measured and monitored for improvement
Best Practices shared
5%
4% 3%
5%
4%
3%
Benchmark, 5%
0%
1%
2%
3%
4%
5%
6%
WK 6/22 WK 6/29 WK 7/6 WK 7/13 WK 7/20 WK 7/27
Calibration Variance Trending
Variance Benchmark
Calibration Sessions

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First Hand Recommendations that work
Deep dive into transaction attributes (Calls/Chats/Emails)
Modify Audit Form (focusing on MSAT), followed by series of reviews to fine
tune it
Intensive Calibration sessions to understand and scrutinize information essential
for client to improve and deliver results
Monitoring Services Provided - Highlights
Capturing, analyzing, and delivering feedback, drilled down at center level, team
level and agent level
Dip Stick analysis to ensure closed loop of feedback to improve MSAT
Provide trends on top opportunities to monitor effective dissemination of
coaching inputs to Fashion Consultants
Daily summaries & Weekly Decks to client management for high level over view
Etech – Client Collaboration

18. Confidential 18Etech Global Services
Top Opportunities
in April’15
Drop in factors
affecting MSAT-
July’ 15
Etech QA team shared FC level, team level and center level opportunities with Six
Sigma approach to overcome hurdles & improve member satisfaction
Analyzed Reasons & Improvement Trend

19. Confidential Etech Global Services 19
Success Story
MSAT scores improved which directly resulted in improvement in retention of
existing members
Cancellation & Save Attempt Summary

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www.etechgs.com
Jim Iyoob, EVP
Etech Global Services
936.371.2640
Jim.Iyoob@etechgs.com
@jiyoob
Matt Rocco, President & COO
Etech Global Services
936.559.2239
Matt.Rocco@etechgs.com
@mroccoetech

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