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PROJECT NAME: PROJECT NAME: Enhancement Training Enhancement Training

CourseCourse

October 2010October 2010

“Coaching is the single most powerful process ever devised for releasing individual human potential.”

London School of Business

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MISSION:

• To improve personnel performance from RED to YELLOW & YELLOW to GREEN

• To increase the relationship metric (NES) and customer relation (CSAT) capabilities of the participants

• To advance the skills of the participants, so as they would become positive contributors once they return completely to their respective teams.

VISION:

• To have bottom performers perform independently and contribute positively to the team’s overall performance

• To rank higher than St Lucia and Jamaica contact centers worldwide

Mission and Vision

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TIMELINE:

• - 20 business days to advance the performance of the participants from the bottom performance to mid or excellent. Approximately 60 hours

DIRECTIVE:

• The said program will act as a training course which will take up 4 hours of the agents’ shift for purely training for the first 2 weeks, then lessening on the 3rd & 4th week to 3 hours.

• Participants who are unable to complete the course or fail to meet the required target of 68% for NES and 93% for CSAT, will be given an extension of 1 week to reach said targets, if not incur a PEP or an increased level to their pre-existing PEP level, all of which will be based on the company guidelines and discretion of the TL.

Timeline and Directives

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Limits on accountability of facilitator:

1. Participants will still be kept under their respective Team Lead’s myMint & PeopleSoft.

2. Team Leads will introduce the said program to the participants and sell the idea of enhancement or development.

3. Facilitator will ask for help from the Team Leads for them to monitor at least 2-3 calls made by the participants by the second week, to be able to get an objective analysis or view on the improvement of the said participants based on how they used to do calls.

4. Team Leads to give constructive feedback to the facilitator which can further improve the project and address any concerns not raised.

DELIVERABLES:

1. Submit or publish weekending improvement rate for Managers to be able to assess the progress of the program.

2. Create daily log of issues or concerns raised by participants, topics discussed, topics which are still unclear to the participants, and personal targets. (For facilitator’s personal use, available upon request).

3. Present detailed results as to the improvement rate of the participants to management at the end of the project timeline, for management to be able to assess as to the standing of the said participants.

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IBM Research and Analysis to Support Agent Call Behaviors

IBM has conducted research and analysis on customer feedback and call monitoringfrom several accounts and our findings have strongly indicated:

• All customers expect certain behaviors to be demonstrated by the agents they interact with to solve their needs and questions

• Specific behaviors were referenced in the majority of customer feedback both from the positive and negative comments

• Positive comments always included some reference to the agent’s behaviors

• Resolving the customer’s request or issue will not ensure a high CSAT score, to get a higher score we have to WOW the customer with excellent, personalized service

• Repeat callers require extra attention, empathy and personalized, excellent service in order to achieve even a satisfactory CSAT because we have to make up for the fact we have not delivered on our previous promise

• Excessive Hold or Dead Air time reduces the customer’s confidence in the level of service we provide and typically result in lower scores and less RCA

• There are definitely “Words that Work” to improve customer satisfaction levels and RCA.

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• Create a structured program that will support and facilitate the accomplishment of the mission and vision of the project.

• Determine and address issues of bottom performers affecting the two main metrics CSAT and NES.

• Address internal concerns of the agents which affect their motivation & give feedback once these concerns have been raised to management.

• Attempt to address all the components which affect NES & CSAT.

• Establish and instill the need to focus and improve on the relationship metric.

OBJECTIVE

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1. Mission, Vision, Objectives

2. Determine the Content• Cause and Effect Analysis

– Components that affect CSAT and RCA – Common factors: Cause and Effect Diagram– Key Points to address (What they need to be trained on, what they think affects

their NES & RCA)• Key Challenges and Strategy

3. Identify the Components of the Program (training subjects) • Objective (Key Points) • Content (Modules)• Methodology (Calendar)

4. Timeline and Calendar

5. Group dynamics (Determine key factors affecting motivation and knowledge)

6. Quizzes• Daily Pop-quiz (Learning checkpoint)• Final assessment

7. Redundant Coaching (Retention of motivation & knowledge)

GAMEPLAN

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CAUSE and EFFECT CAUSE and EFFECT AnalysisAnalysis

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Choose Words that Work To Create a Positive Memorable Experience Use Hero NOT Zero Phrases

HERO ZERO

I, we, our They

Let me Have to

I can, Here’s what I can do I Can’t

If can please provide You Must

Use their name only 3 times Ma’am / Sir, Overuse of these or Customer Name

I understand (always include what you understand) I understand

Fortunately we have a couple options available to you Unfortunately

Use terms that are familiar to customers Company Jargon unless customer using

Situations like this can be frustrating You sound, appear or seem upset

I apologize… I am sorry…(always include reason for apology) I’m sorry

It’s frustrating when… But

I will look into this matter and do my best to resolve it I’ll try

If you will please provide your XX that will allow me to process your request

The “Policy” requires you or me to

Are you able to I need you to

Change responses and be specific to customer’s statements – Oh I see, let me check on xxx, yes you are correct I see xxx in the notes, let me check on xxx

Avoid repeating the same filler words, over and over - ok, I understand, exactly, you are correct

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Plotted schedule of activities (Per week):Plotted schedule of activities (Per week):

1. BUILDING RAPPORT W/ TEAM (Creating a trusting and motivated group)

2. BUILDING KNOWLEDGE (Targeted towards improving base knowledge on product and process)

3. BUILDING RETENTION (Enforcing skills learnt and ensuring knowledge is kept and used at all times.

4. BUILDING CONFIDENCE (Allowing participants to apply all that they have learned about what motivates them and all the knowledge they have achieved from the product & process training. Microsoft Office

Excel Worksheet

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Desired Agent Call Behaviors Associated with Customer Satisfaction

CUSTOMER SATISFACTION

“Doing all you can to provide a high degree of Customer Satisfaction”

Resolve our Customer’s Issue

“Giving the right amount of attention to help our customers”

Service

“Offering our customers high value Products & Services”

COMMIT

“Doing what you should be doing when you should be doing it”

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Checklist of training agenda: Scope WEEK

Active Listening Ownership 2

Basic call handling Ownership 2

Basic networking (TCP/IP, Ping, Drivers, DHCP, Static) Knowledge 3

Basic xerography Knowledge 2

Call flow process Ownership 2

Call listening OTO 1

Call monitoring (agent) OTO 1,2,3,4

Call monitoring (SME) OTO 1,2,3,4

Cheat sheet Knowledge 2

Common image quality issues and solutions Knowledge 2

Cost analysis of loss due to over usage of service calls Overview 1

Course orientation and overview Overview 1

CRU cheat sheet Knowledge 2

Defining RCA impact (SC CAP & Impact) Overview 1

Detachment OTO 4

Driver installation Knowledge 3

Feedback & follow-ups Motivation 1,2,3,4

Great sites (Resources) Knowledge 2

Group dynamics (motivational attack) Motivation 1,3

Group dynamics (practical exams) Knowledge 3

Identifying of weaknesses Motivation 1

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Checklist of training agenda: Scope WEEK

Introduction to CRUs Knowledge 2

Knowing your resources Long Hold 2

Knowledge transfer (Paired topics) Knowledge 2

Learning checkpoints Knowledge 1,2,3,4

Machine 101 Knowledge 2

Machine training Knowledge 2,3

Motivation & De-motivation Motivation 1

OTO (Behavioral) OTO 1,2,3,4

OTO (Performance) OTO 1,2,3,4

Paper jam issues and resolutions Knowledge 3

Pop-quiz (5-10 items) Knowledge 1,2,3,4

Positive talk tracks (hero to zero) Ownership 1,2,3

Practical exams Knowledge 3

Proper probing Ownership 2

Proper rapport scripting Ownership 2

Pushing RCA the right way Ownership 2

Rapport script Long Hold 2

Scan to Email (how to's, common issues) Knowledge 3

Scan to File (how to's, file formats, repository) Knowledge 3

Survey Motivation 1

Targets Overview 1

Way cool tool (account info) Knowledge 2

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S. T. A. R. ConceptS. T. A. R.

SITUATION what is the current situationKNOWLEDGE WITH PROBING & BUILDING THE CONNECTION

-ACKNOWLEDGE THE PROBLEM

TASK what needs to be done IDENTIFYING THE PROBLEM AND FINDING THE SOLUTION

ACTION what was done to resolve the situation PROVIDING THE CORRECT RESOLUTION

RESULT what is the result of the action doneCEMENTING CSAT (ZERO to HERO STATEMENTS) & ENFORCING

OWNERSHIP

Review of the previous day

Results of quick check exams-Pts to stress from yesterday's training

Define RCA & CSAT impact

-FINDING THE SITUATION & TASK

Call listening

recordings of good calls, SME to do mock call (agents to barge)-1. no call flow (mock)-2. w/ call flow, no interest (mock)-3. CSAT call (live)

Define CSAT impact

-CONTROLABLE & UNCONTROLLABLE FACTORS-WHAT R THE TASKS NEEDED TO BE DONE

Group dynamics (motivational attack)

Professional investment- Personal commitment- star-ask for agent expectations*create tagline for agents to remember

WEEK ENDING REVIEW -ADDRESS PARKING LOT

QUESTIONS

Activity description

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Use apology appropriately “I apologize you are having to call back regarding this matter and I assure you I will take care of this for you today.”Acknowledge concern with phrases, such as “I understand, that must be frustrating”Explain what you can do and provide options why you can’t do what they are asking and follow-up with

WHAT ARE THE BENEFITS OF THIS BEHAVIOR? CSAT - RCA – Empathy has a positive impact on CSAT and RCA by helping you effectively communicate, avoid and diffuse conflicts and handle complaints.

Demonstrate Empathy/Concern

ENSURE UNDERSTANDING - Ensure the Specialist understands what Empathy means; Empathy is the art of communicating with the customer by putting themselves in the customer’s shoes to feel what they feel. It is not demonstrated with a simple “sorry”.ROLE PLAY - Have the Specialist demonstrate their ability to effectively Show Empathy/Concern by conducting multiple role plays. Reverse roles as well to allow the Specialist to play the role of the customer while you demonstrate Empathy/Concern.USE THEIR OWN PHRASES – Have the Specialist create phrases they will use on calls to apologize and show empathy to customers for the most common issues. Help them refine or practice their phrases or provide them with examples from other team members.SPECIALISTS MONITOR THEIR CALLS – Have the Specialist listen to their own calls and use the QA form to assess the quality of that call. Review results and compare them to your own findings.MONITOR PERFORMANCE TO ENSURE COMPLIANCE – Perform side by side observations to observe for additional root cause issues and while the Specialist is developing a skill. Conduct remote observations to check for compliance to Call Flow and continued demonstration of desired behaviors on every call. Listen closely for the particular behaviors you have identified as opportunities to ensure progress is being made. Keep your ears open when you are in the team area so you can give immediate feedback. Catch people doing things right and ALWAYS take the time to acknowledge improvement! (Prepare a daily or weekly sheet that outlines what you are listening for on each Specialist – Keep it with you as a reminder)INSPECT WHAT YOU EXPECT – Continue monitoring performance around the Empathy/Concern behaviors to assure adoption. Acknowledge good performance!

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•Acknowledge – Restate the reasons for calling to the customer so they are clear•Apologize if the customer is having problems with service •Identify the specifics of the customer’s request, question, or concern

•Thoroughly ask questions and listen to responses to understand root cause of customer issue•Use clarifying questions to better understand specific customer needs•Use open-ended questions to identify issue (such as, “What was occurring when the?”)

•Identify if there are other things that the customer has questions or concerns aboutWHAT ARE THE BENEFITS OF THIS BEHAVIOR? CSAT – Influences how customers perceive companyAHT - Identifying all the customer’s questions or concerns early in the call, saves time and re-work RCA – Effective probing questions demonstrates knowledge and increases customer confidence.

Identify the Need – Utilize Effective Probing Skills

USE THEIR OWN PHRASES – Have the Specialist create a list of probing questions both open-ended and clarifying questions they will use on calls to identify all of the customer’s issues. Help them refine or practice their phrases or provide them with examples from other team membersROLE PLAY - Have the Specialist demonstrate their ability to utilize Effective Probing skills consistently by conducting multiple role plays. Reversing roles allows the Specialist to play the role of the customer while you demonstrate Effective Probing skills.SIT WITH SKILLED SPECIALIST – Arrange for the Specialist to sit with and observe another Specialist who demonstrates Effective Probing Skills. Ask the Specialist to document the Effective Probing phrases they observed. Review the documentation with the Specialist.PEERS OBSERVE AND ASSESS - Facilitate peer-to-peer observations and assessments. Peer-to-peer observations involve Specialists who demonstrate the desired behavior, listening to and assessing fellow team members by providing feedback.INSPECT WHAT YOU EXPECT – Continue monitoring performance around the Close the Call behaviors to assure adoption. Acknowledge good performance!MONITOR PERFORMANCE TO ENSURE COMPLIANCE – Perform side by side observations to observe for additional root cause issues and while the Specialist is developing a skill. Conduct remote observations to check for compliance to Call Flow and continued demonstration of desired behaviors on every call. Listen closely for the particular behaviors you have identified as opportunities to ensure progress is being made. Keep your ears open when you are in the team area so you can give immediate feedback. Catch people doing things right and ALWAYS take the time to acknowledge improvement! (Prepare a daily or weekly sheet that outlines what you are listening for on each Specialist – Keep it with you as a reminder)

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Call Flow Skill: Active Listening •Restate the customer’s reasons for calling so the customer confirms that you have understood correctly•Do not interrupt the customer•Don't assume you know what the customer is asking before they finish - listen closely to everything they say, one sentence could change your approach.

WHAT ARE THE BENEFITS OF THIS BEHAVIOR? CSAT, RCA – Demonstrating Active Listening skills reinforces a professional experience and helps positively influence how customers perceive the service provided by Xerox AHT – Reducing the need to repeat information reduces the amount of time on the call

Call Flow Skill: Active Listening

ENSURE UNDERSTANDING - Ensure the Specialist can clearly explain the particular topic they are having difficulty understanding. For example, can the Specialist explain to you what Active Listening is, how to demonstrate and why it is important?

ROLE PLAY - Have the Specialist demonstrate that they can apply Active Listening skills through role play. Reverse roles to allow the Specialist to play the role of the customer while you demonstrate active listening skills and techniques.

SIT WITH SKILLED SPECIALIST – Arrange for the Specialist to sit with and observe another Specialist who demonstrates strong Active Listening skills. Ask the Specialist to document the Active Listening phrases they observed. Review the documentation with the Specialist.

INSPECT WHAT YOU EXPECT – Continue monitoring performance around the Active Listening behaviors to assure adoption. Acknowledge good performance!

SPECIALISTS MONITOR THEIR CALLS – Have the Specialist listen to their own calls and use the QA form to assess the quality of that call. Review results and compare them to your own findings.

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Agent Call Behavior Job Aid

Desired Behavior Observable Actions

Courteous Treating the customer with respect (do not interrupt customer, listen to customer, never speak with arrogance or a condescending tone to customer)Using polite and empathetic words (I apologize for…, I understand xx is frustrating and I will resolve)Saying please and thank you when appropriateAddressing the customer by name (don’t overuse)Value customer for choosing Xerox products and their loyaltyBeing patient with a difficult customer (never speak with arrogance or a condescending tone to customer)Asking the customer’s permission before putting the call on hold or transferring. Explaining why. Thanking the customer on return from hold. Status the customer after 2 minutes to ensure they can still hold.

Committed Advising the customer you can help with an issueDoing all you can to help the customerHaving a “can do” attitude (Here’s what I can do for you, provide options)Providing additional information on a question – educate customerApologizing when appropriate after an error is found (Apologize by saying you apologize for xx (be specific)Speaking with true enthusiasmGoing that extra step to help a valued customer

Responsive Listening to and understanding the customer’s questionAllowing a customer to explain the issueUsing probing questions to define and completely understand the issueInforming the customer of the actions taken to resolve the issueIdentifying additional issues that the customer does not articulateResponding to customer and answering correctly, completely, and convincingly to the customer’s issueProviding additional information to educate the customerVerifying with customer that issue has been resolvedConfirming/recapping with customer all activities performed on account during the call

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Agent Call Behavior Job Aid

Desired Behavior Observable Actions

Productive Consistently available to take calls when scheduledTalking to customers when availableDemonstrating ability to talk and typeDemonstrating ability to look for information while talking with customerManaging the call efficientlyPicking up the call quicklySpending the appropriate amount of time with the customer

Focused Concentrating on the task at handNot working on other unrelated tasks when helping a customer (iChat or talking to peers)Limiting unrelated chit chat on callsControlling the callKeeping the customer on subject

Flexible Displaying an ability to adapt the message/response to the customer’s needsOvercoming objections with messages that meet the customer’s situationAdapting approach to customer’s personality, technical level and situationDealing with atypical situationsDealing with customers according to the prescribed treatment plan

Clear/Clarity Giving clear, unambiguous answers and directionLimiting the use of jargonSpeaking clearlyUsing good grammarUsing the language of the customerRestating both issues and resolutions to ensure understandingLimiting the use of unnecessary fillers (for example; like, um, uh)

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Agent Call Behavior Job AidDesired Behavior Observable Actions

Resourceful Identifying the right source for information quicklyAccessing information quicklyUsing job aids to reduce response timeIdentifying alternate sources to find answersHandling atypical situations without escalationFinding unique ways to assist a customer

Competent Providing the correct answer to a questionHandling issues without escalating or transferring (unless appropriate)Learning from experienceCorrectly entering information into the system

Credible Providing straightforward answersPutting thoughts forward convincinglyAnswering questions quickly and correctlyQuoting source of informationAdmitting when an error is foundProviding consistent information

Confident Speaking with authority, voice will be strong and clearAvoids phrases like; I am not sure, I will try, I don’t knowAddressing customer issues without hesitation, minimal silenceLimited use of fillers (for example; um, ah)Overcoming objections quickly and convincingly

Conversant Displaying knowledge of products and servicesIdentifying a solution that meets customer needsDescribing the troubleshooting techniques in a step by step, natural conversational mannerLimiting time needed to retrieve product or service informationProviding product or service information to the customer