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noHold, Inc. Copyright© 2012
AVERAGE HANDLE TIME MINUS 80 SECONDS EQUALS SAVINGS IN THE MILLIONS: CALL CENTER 101 WITH SUPPORT CENTER UNIVERSITY
July 18, 2012
Dave Brown, Founder & President, Support Center University
Diego Ventura, Founder & CEO, noHold
Sarah Ramoz, Marketing Operations Manager, noHold
Introductions
Diego VenturaCEO, noHold
noHold, Inc. Copyright© 2012
Sarah RamozMarketing Operations Manager
Dave Brown Founder & President,
Support Center [email protected]
© Dave Brown 2012
Founder & President
Support Center University Author, Trainer, & Consultant 35+ years experience in Tech, consulting & Training Book & 40+ articles/papers published Specialized expertise in Support Centers
Process Improvement, Staffing Models, & Change Management
Assessment & Improvement Projects
Dave Brown
noHold, Inc. Copyright© 2012
Key Levers of Customer Sat
Slide 4 of 11
• Response Time– The time it takes for a customer to get through to a
qualified person
• Resolve Time – The time it takes for a customer to get their issue
resolved to their satisfaction
• Status Updates– The need for customers to be kept informed of the
progress on open issues
SOURCE: Technology Services Industry Association (TSIA)
noHold, Inc. Copyright© 2012
Resolution is lowest rated in industry C-SAT!!
Slide 5 of 11
6570
75
80
85
CS SkillsTech
Knowledge Time to Respond Effectiveness
Time to Resolve
Customer Satisfaction
SOURCE: Technology Services Industry Association (TSIA)
Challenges of high-growth/turnover
Slide 6 of 11
• Hiring & Training Expense
• How long before fully proficient?– Increased AHT– Decreased FCR
• Plus…customer sat impact!
• Let’s look at an example…
Handle Time Matrix
Slide 7 of 11
Basic/EasyMedium or Advanced
Complex or Difficult
New/JuniorAgent 15 30 40
IntermediateAgent 14.25 20 30
SeniorAgent 13.5 18 20
Issue Complexity
Age
nt
Leve
l
Impact of Agent Experience
Slide 8 of 11
Basic Advanced Complex0
5
10
15
20
25
30
35
40
JuniorIntermediateSenior
SOURCE: Support Center UniversityIssue Complexity
Agent Level
Min
utes
AHT “Before”
Slide 9 of 11
Average Handle Time(in minutes)
0
5
10
15
20
25
30
BasicAdvancedComplexOverall
22.26
SOURCE: Support Center University
noHold, Inc. Copyright© 2012
What’s the Solution?
• Get the call to the right level person• Avoid giving issues to agents that are
‘over their heads’• Ensure they have proper resources
• Two keys…• Skills-based Routing• Effective Troubleshooting and Problem
Resolution Tools
Slide 10 of 11
AHT Reduction
Slide 11 of 11
Average Handle Time(in minutes)
0
5
10
15
20
25
BasicAdvancedComplexOverall
19.51
SOURCE: Support Center University
12% Improvement
Slide 12 of 11
Average Handle Time
(in minutes)
0
5
10
15
20
25
BasicAdvancedComplexOverall
19.51
SOURCE: Support Center University
Average Handle Time
(in minutes)
0
5
10
15
20
25
30
BasicAdvancedComplexOverall
22.26
Before After
Contact Info
Dave Brown• [email protected]• Phone: +1-303-494-4932• www.SupportCenterU.com
Slide 13 of 11
noHold, Inc. Copyright© 2012
Call Center Virtual AgentDiego Ventura, noHold Inc. Founder and [email protected] 408-472-2764
Happier and more productive agents!
About noHold
• Private
• VC financed
• Profitable
• 100 Implementations (9 languages)
• U.S. Patent 6,604,141
noHold, Inc. Copyright© 2012
What we do…
• We create Virtual Agents
• Virtual Agents are Web-based applications
• They work a little bit like Live Chat, but instead of chatting with a person, end users chat with an Artificial Intelligence
• Our customers use Virtual Agents to decrease support costs, increase sales and strengthen relationships with their partners.
noHold, Inc. Copyright© 2012
Value across the whole Enterprise
Virtual Agent
Support Site
Social Networks
Call Center
Confederated Knowledge™Metrics for: Sales, Marketing and Engineering
eStore & Resellers
noHold, Inc. Copyright© 2012
Call Center – Transformation Impact
noHold, Inc. Copyright© 2012
Performance measure
Before noHold After noHold Remarks
Average Handle Time
X minutes 25%-35% reduction
noHold enables agents to get to the right answer quickly, enabling significant reduction in AHT
First Call Resolution
Y% 10-15% increase FCR is a critical factor in customer satisfaction. With noHold implementation, FCR easily improves
Consistency of response
Poor Improved Roughly 60-70% of the issues are standard in nature. All agents will be able to deliver consistent responses
Overall productivity X tickets per day 15% to 25% improvement
Reduced AHT, higher FCR enabled by virtual agents improves agent productivity
Cost of delivery Reduction by 15%-20%
Directly impacted by the agent productivity
CSAT 10%-15% improvement
Faster resolution and higher resolution rate leads to higher customer satisfaction. Customers believe that the agents are knowledgeable
Lead time to train Reduction by 2 to 3 days
Quicker launch as noHold enables faster knowledge adoption for 70%+ of standard tickets / issues
Attrition rate High 15%-25% reduction
Studies show that agents tend to enjoy the work if they are able to successfully take care of customers – better feedback & hence better “feeling” about the work done
Supervision High Easier If the agents are provided with ready access to context specific data, escalations & interventions & complaints reduce – leading to easier management
noHold, Inc. Copyright© 2012
Business Case
Project Description:• Virtual Agent designed to improve Call Center Agent efficiency• Launched on 4/18/2012
• Made it available to 15 agents• Training provided via a video clip
Did you find the information within Guide Me?Yes - ~70%
Results:Reduced Average Handle Time (AHT) by 80 seconds
noHold, Inc. Copyright© 2012
Features
• Agents will use their existing CRM username to “log in” – We collect the name for tracking purposes.
• We can score or un-score different branches in the tree, allowing seasoned agents to skip ahead.
Implementation – Expandable Trees
noHold, Inc. Copyright© 2012
Metrics - Usage by User
noHold, Inc. Copyright© 2012
Metrics - Solutions by User
noHold, Inc. Copyright© 2012
Metrics - Phrases by User
noHold, Inc. Copyright© 2012
noHold, Inc. Copyright© 2012
How to Start
• Windows Virtual Agent (VA)
• Free Beta Program (September 1st)
• Implementation: 2 lines of HTML
Contact
noHold, Inc. Copyright© 2012
Sarah RamozMarketing Operations Manager
408-946-9200 (x305)[email protected]
Dave Brown Founder & President,
Support Center [email protected]