customer experience quality analytics service

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Customer Experience Quality Analytics Service

Supported by SPADETM Technology

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• Understating Quality Assurance that measures both

Customer & Company Expectations

• How does it work?

• What are the Analytics it give you?

Agenda

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• Are associates doing what they are asked to do?

• How can associates do (what they are asked to do)

better?

Objective of Quality Assurance - Traditional Method

4 Microland ® confidential

While companies plan for… Customer really needs…

..but this leads to misalignment between Company Priorities and Customer expectations…


To Build a Quality assurance that meets both

Customer expectations

Company expectations

And drives:

• Agent performance by improving

Quality output

Discipline and basic service hygiene

Effective and actionable improvement points to the

agent

• Company Performance by predicting customer experience

• Process efficiency by plugging process gaps which impact

customer and the business

What we need is…..

Customer Experience = Product Experience

+

Service Experience

• Call Quality Analysis = CRTICAL OBSERVATION OF

EXPERIENCE OF CUSTOMER DURING THE CALL

• Call Quality Analysis tells us whether

• Customer and company expectation was met

• Our policies and processes meet customer expectations


Guiding Principle of the Customer facing Quality methodology


SpadeTM, Celtycs proprietary software: backbone of the Quality Assessment process

SpadeTM: Interaction Analytics and Quality Assurance Technology

SpadeTM helps Plan,

Execute, Track and

Manage quality of

service delivery

SpadeTM

Microland ® confidential

How does it work? What does it give you? Analytics supported by SPADETM

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Overall Score 74%

Process Score 65%

Contact Centre Score

83%

Agent Score 87%

Overall Quality Collective Score using the Agent, Contact Center

& Process Contributors

Process Contributor Contact Center Quality

Agent Quality

Non-Agent Contributor

Measure quality at multiple organizational levels

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Failure reasons inhibiting Call Center Quality

Issue not documented

by previous CSR

Inaccurate / incomplete

solution provided in

previous interaction

Customer had to hold

for a long time to reach

an agent

Others

Failure reasons inhibiting Company Quality

CSR followed

process, but customer

issue not resolved

Problem resolved the

first time, but reoccurs

System Downtime

Others

Failure Reasons inhibiting Agent Quality

Did not follow correct

procedure

Lack of knowledge

Customer had to

repeat as CSR did not

understand

Others

…and relate the scores back to failure reasons

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0

20

40

60

80

No of Audits # of Fatal Error Average Audit Score

Spade tracks quality against contact codes

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Spade Analytics lets you identify areas for improvement at multiple levels in organization

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Spade helps you identify root cause of quality issues

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..by drilling down to the reasons for failure

Click on Complaints

Click on Others (Complaints)

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And helps co-relate between quality and operational parameters

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Audit Score Comparison

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20

40

60

80

100

May June July

Month

Au

dit

Sco

re

Call Center

Your team

Your score

• What is my current score?

• What is my trend?

• Am I improving over the last

few months? How do I compare

with my team, my center etc.

• How many fatal errors have I

made? How do I compare with

my team, my center etc.

• What are the reasons inhibiting

my quality the most?

• What categories do I need to

handle better?

0 10 20 30 40

Percentage where you got it

wrong

Did the CSR provide a solution

on the same interaction?

Was action taken as promised?

Parameters you need to handle better

Series1

Spade answers an Agent’s key questions on Quality

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Spade answers a Manager’s key questions on Quality (1)

• What is my team’s current score?

• What is the trend in the last few months?

• What is the trend on fatal errors?

• How many audits is this based on?

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• What agents should I focus

on?

• What are the inhibitors to

my quality?

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• What Reasons for Call does my team not handle well?

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• Which parameter should I focus on to improve my score?

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Value to Organisation - Irritant to Customer Value to Organisation - Value to CustomerSIMPLIFY 11% LEVERAGE 34%

I am unable to make or receive calls 7% I need info regarding new offers and promotions 9%

I am unable to recharge 4% I need info on Recharge Offers 6%

I want to deactivate CRBT 6%

I need info on VAS services 5%

I want to activate CRBT 5%

I want to activate/deactivate a service 4%

Irritant to Organisation - Irritant to Customer Irritant to Organisation - Value to CustomerELIMINATE 20% AUTOMATE 20%

Why is my balance deducted? 18% I need info on Call / SMS Charges 4%

I have an issue with CRBT 2% What is the status / validity of my account? 4%

What is my Balance? 4%

What is the status of my complaint/request? 3%

I want to know about the message/call that I have received 2%

I need info on Handsets Features and Settings 2%

CUSTOMER

OR

GA

NIZ

AT

ION

IRR

ITA

NT

IRRITANT VALUE

VA

LU

E

Spade can provide you with a Customer Business Value Grid

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Auditor only sees queues he/she

has access to

Auditor can see if any

Calibrations or Re-Audits

are assigned to him / her

SpadeTM: Can be setup for multiple skill groups

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In Biased mode

the Re-Auditor

can view the

Auditor responses

Re-Audit is allowed in two modes – Biased and Unbiased

Variance indicates how

much the Auditor and Re-

Auditor is out of sync. One

fatal question can make the

difference between 0 and

100

SpadeTM: Audit the Auditor

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Quality Analyst listen to the call and audit the call quality parameters here. All the details

required to monitor an interaction such as Mobile #, Agent’s name etc are available on the

same screen

SpadeTM Desktop: Audit Screen

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Quality Analysts can check the guidelines for each of the call quality parameters that are

being audited

SpadeTM Desktop: Guidelines for Audit

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Stake holders can access on-line various reports such ‘Audit Trend’ report, ‘Fatal by

Parameter’ report etc. The call quality scores and the corresponding ‘Fatal’ errors for all the

circles can be viewed along with the number of audits done

SpadeTM : Audit Report

customer experience quality analytics service

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