April 18, 2013 Session 607: Call Monitoring: Scoring for Success The expectations you set for your analysts will go a long way toward helping them create the perfect customer experience. Walk away from this session with the tools you need to turn your team members into quality service agents; learn the importance of showering them with praise when they perform successfully and working with them privately on their weaknesses. Eddie Vidal will explain why it’s important to greet the customer in a professional, consistent manner, focus on key points during the call, and train your agents in the right techniques for closing the customer loop.

1. Session 607: Call Monitoring: Scoring for Success

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Eddie Vidal
• HDI & Fusion Track Chair
• HDI & Fusion Conference Speaker
• HDI Strategic & Member Advisory
Board
• HDI Southeast Regional Director
• President of South Florida HDI Local
Chapter
• Published in Support World
Magazine
• HDI Support Center Manager
Certified
• ITIL V3 Foundation & OSA Certified
Manager, Medical IT Service Desk
evidal@miami.edu
eddie_vidal@yahoo.com
305-439-9240 2
@eddievidal
http://www.linkedin.com/in/eddievidal

3. UniversityofMiamiUniversityofMiami
Objectives
• Setting expectations
• Template to get you started
• Guidelines for coaching
• Recognize star performers

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Why do we monitor and record calls?
• Evaluate agent performance on “soft
skills”
• Compliance and directives
• Capture and share valuable business
intelligence

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Why Are We Here?
• Customers from unhappy to happy
• Service customers
• Minimize operating costs
• Reduce downtime
• Provide valuable business insight
• How can we make our jobs easier?
• How can we make the customer’s job
easier?

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Setting Expectations
• Do we know what is expected of us?
• If you knew, would you do your job
better?
• If you knew the results of your work?
– Know your strengths
– Work on weaknesses
• Praise, Praise, Praise

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•Certificates
•Movie Tickets
•Employee chooses award
•Nominated for HDI award
•Wall of Fame
•Monthly $20 award / up to 5 people
•Recognition at meetings
•Analyst/Technician of the period
•Coffee cards or other gift cards
•Service super stars share cake/dinner
•Hand written “thank-you” note from manager
•Name in agency newsletter
Recognizing Top Performers
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Tips before implementing
• Obtain buy-in from agents
• Let agents review questions
• Listen to their own calls
• Listen to other agents/peers calls
• Managers answer calls too

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Attitude
• Do you want to
answer the phone?
• Phone rings
o Excited?
o Sigh?
o Inconvenienced?

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Customer Service
"If the customer
feels like it was
poor service, then
it was poor
service. We are in
the customer
service
perception
business”

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The University of Miami Way

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University of Miami Approach - Scoring
• Subjective
– Maybe
– Not sure
– Hmm
– I think so
• Objective
– Yes
– No

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Four Part Scoring
• Greeting the customer
• Key points during the call
• Ending the call
• Behavioral Questions

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Smile and say

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Survey Says
• 100 people surveyed - the top 3
answers
• What are the opening questions
and/or statements an agent speaks
when answering a call?

17. Greeting the Customer
Name²
How may I help you
Introduce yourself

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Survey Says
• 100 people surveyed - the top 10
answers
• What are key points the agent must
communicate during the call?

19. Verify Phone Number
Verify Tracking #
Summarize Call
ID Customer Dept
Verify Address
Provide Tracking #
Transferring Calls
Placing on Hold
Plan of Action
Timeline for Resolution
Key Points During the Call

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Survey Says
• 100 people surveyed - the top 5
answers
• What are key points the agent must
communicate when ending the call?

21. Ending the Call
End call on positive note
Allow customer to have last word
Thank customer for calling
Offer further assistance
Encourage future calls

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Survey Says
• 100 people surveyed - the top 5
answers
• What type of behavioral tendencies
did the agent perform throughout the
call?

23. Behavioral Questions
Apologize for inconveniences caused
Courteous and empathetic
Attitude positive and friendly
Answered all caller’s questions
Speak audibly and clearly

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Results & Feedback
• Weaknesses
– Corrective actions
– Constructive
feedback
• Strengths
– Good workers –
listen
– Change and
become better
– Become star
performers

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Taking it to another level
• Use an incident for same call
• Follow the trail from beginning to end
• To post or not to post?
• Create competition

27. Call Monitoring Score
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Must haves
• Create a good first impression
• Placing on hold correctly
• Transferring calls
• Leaving messages

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Emails
• Support World
Nov/Dec 2010
• Leslie O'Flahavan
• www.ewriteonline.
com
• Twitter: @LeslieO

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• Subject Line
• Personalize by name
• Answer questions
• Polite, Personal,
Professional
• Link to additional
support (KB, wiki)
• Contact info
• Tracking Number
Email Monitoring

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Message
Subject: Advisory
All efforts to restore service levels to normal have been
unsuccessful. The vendor is requesting that the PBX is
rebooted at 1:00 p.m. to prevent further widespread
outages. It will take 3-5 minutes maximum for service to
be restored after reboot. Please remind all Call Centers
Agents to log back in. This does not pertain to Voice Over
IP (VoIP) services. Ancillary services tied to the PBX may
take longer to be fully restored.
If you have any questions, please contact the IT Support
Center at 305 555-6565, or email us at
itsupportcenter@dontcallus.com
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Chat Monitoring
• Keep it professional
• No slang terms, grammar is important
• Not texting (U, UR, LOL )

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Four takeaways
 Setting expectations
 Template to get you started
 Guidelines for coaching
 Recognize star performers

34. Thank You for Attending
Contact Information
Eddie Vidal
305-439-9240
eddie_vidal@yahoo.com
evidal@miami.edu
@eddievidal
http://www.linkedin.com/in/eddievidal
Please Complete the
Session Evaluation