Post on 04-Feb-2022
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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…
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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
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Guiding Principle of the Customer facing Quality methodology
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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
0
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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Spade answers a Manager’s key questions on Quality (2)
• What agents should I focus
on?
• What are the inhibitors to
my quality?
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Spade answers a Manager’s key questions on Quality (3)
• What Reasons for Call does my team not handle well?
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Spade answers a Manager’s key questions on Quality (4)
• 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