Post on 12-Nov-2014
description
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
NICE Systems NICE Systems Project ManagementProject ManagementCertification ProgramCertification Program
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
1.0Director of Professional
Services
1.1Project Assignment to PM
with documentation
Site ProfileContract &SOWProject OrderConfig Form
CustomerSolution Quote
P.O.Related e-mails &correspondence
Sales or Pre-Sales
Designated ProjectManager
Note: Bolded items above are mandatory
1.0 Project Assignment
A
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Missingdocumentation?
Yes Missing info onYVRCommon?
Yes
2.1Contact Order
Adm for addition
NoMissing
configurationinfo?
Yes
2.1Contact Sales/
PreSales
Any other P.O.related
questions?
2.1Contact Order
Adm for addition
Yes
No
B
No
Has P.O. beenplaced?
Yes
No
2.2Sales
2.3PM gathers
shipping details
A
B
2.0 PM analyzesdocumentation
No
2.0 Document Analysis / Order Follow-up
PM has allrequired info
PM has allrequired info
PM has allrequired info B
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
3.0PM completes initial
Project Status Report
3.1Initial Project Status Report
C
Closed IssuesOpen Issues New Features Site Doc ContactsOverview
3.0 Project Status Report
B
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
4.0 PM processes staging form
Staging Form Technical Support(Aviv Bachar)
4.1PM completesStaging Form
C
4.2TentativeScheduleconfirmed with PM
D
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
5.0 Creation of Pre-Installation Checklist
5.3Project Manager
5.1Pre-Installation(Mark Deweerd)
Project OrderConfiguration
Form
P.O.
D
E
5.2Customized Pre-install checklist
5.2Site Prep-Guide
Customized Pre-install checklis tobe forwarded to
Customer
Site Prep-Guide tobe forwarded to
Customer
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Average Handle timeE
6.0 Introductory Call with Customer
6.1Pm introduces him or
herself as Nice ProjectManager
6.2Review of PM's assessment of
what Customer wants
63Identiy Customer contacts, obtain
contact information
6.4Discuss desired delivery date,ship to and delivery address
F
F6.5
Discuss desired install andtraining dates
6.6Inform Customer of what they
are to provide for trainingclasses (room, PCs, etc.)
6.7Secure possible times for
conference call with Customer,PM, Pre-Installation (MarkDeweerd), and Dealer, if
applicable
6.8PM updates Project Status
Report
Updated Project Status Report
E-mail to Customer, copy toDirector of Professional
Services (Yossi)6.9
PM documentsintroductory callto Customer
G
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
7.0 PM schedules first Conference Call
Customer
7.1Notification of
initial conferencecall
G
Pre-Installation
Dealer, if not adirect sale
Tier 3, if available
7.2Pre-Installation
Checklist and SitePreparation Guide
H
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
8.0 First Customer Conference Call
H8.0
First ConferenceCall
8.1Provide Customer with
NIce contact namesand information
8.2Review Site Profile
8.3Review Pre-
Installation Checklist
8.4Review Statement of
Work, if available
8.5Confirm Dlivery Date,Contac, and Ship-to
Address
8.6Confirm Installation
Dates
8.7Confirm Training
Dates
8.8Gather Information for
Trainer (Page 10 ofProject Management
Handbook)
8.9Obtain directions to
install site8.10Inform Customer about
Uploader specs anddata needed on first
day of installation
Updated ProjectStatus Report
ConfirmedDelivery
Instructions
Installation andTraining Dates
I
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
9.0 PM Adds Delivery Instructions to Project Order Configuration Form
9.0Delivery instructions
added to ProjectOrder Configuration
Form
OrderAdministration
ICorrectly Schedule
Delivery J
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Quality StatisticsQuality Statistics
Quantifying Quality……..
Quality Results
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Productivity - Calls Per HourProductivity - Calls Per Hour14 16 18 20 22 24 26 28 30
4
5
6
7
8
9
10
Qu
alit
y S
core
Qu
alit
y S
core Patti
Fred
Dave
Jeff
Chris
Ann
Mary
Ian
ValBrenda
TomJoe
Michelle
Quality and Productivity go hand in hand!Quality and Productivity go hand in hand!
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
QUALITY MEASUREMENT TOMORROWQUALITY MEASUREMENT TOMORROW
5 Critical stages to designing a rigorous quality management program
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
1. OBJECTIVE VS. SUBJECTIVE1. OBJECTIVE VS. SUBJECTIVE
number of calls reviewedrandom collection of calls to be
reviewedwho will review the calls?
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Agents must trust the process being implemented - make them a part of
it!!
Ensure consistency among those responsible for reviewing calls
Position program as a focus on personal growth / improvement!!
2. FAIR AND MEANINGFUL 2. FAIR AND MEANINGFUL
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Did we meet.....exceed the customer's expectations?
Were the Company's needs met?Did the Customer 'feel good' after their contact with our Center?
3. CLEARLY DEFINED EXPECTATIONS3. CLEARLY DEFINED EXPECTATIONS
Bold Goals cause Dramatic Results!Bold Goals cause Dramatic Results!
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Employees are entitled to know how well they are doing....
Timely feedback....not 4 weeks later Regular feedback sessions.....this is not
a "Flavour of the Month"
4.FEEDBACK....4.FEEDBACK....
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Focused training sessions Regularly scheduled coaching sessions Peer to Peer coaching time
5. ACTION...WHAT HAPPENS NEXT?5. ACTION...WHAT HAPPENS NEXT?
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Elements of Elements of MEASURING QUALITY !MEASURING QUALITY !
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Elements of a Quality SurveyElements of a Quality Survey
Courtesy and Etiquette Handling Irate callers Listening Skills Sales Skills Hold Phrases Warm Transfer Procedures
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Components of a Quality EvaluationComponents of a Quality Evaluation
Voice QualityVoice Quality varied tone of voice spoke at a
moderate pace Smiling voice
IntroductionIntroduction Greeting contained
required elements Acknowledgement
Statement
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Components of a Quality EvaluationComponents of a Quality Evaluation
Transfer ProceduresTransfer Procedures Used benefit
statement to explain reason for
transfer introduce the
customer to the 3rd party
Hold ProceduresHold Procedures Asked permission
to put customer on hold Thanked customer for holding
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Components of a Quality EvaluationComponents of a Quality Evaluation
Listening SkillsListening Skills
Use active listening phrases
Summarize key points
Handling Irate CustomerHandling Irate Customer
Use calming phrases Recap conversation
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
What Do We Find Out By QA Monitoring?What Do We Find Out By QA Monitoring?
• Customer handling skills
• Intonation
• Sales ability and techniques
• Product knowledge
• Technical knowledge
• Escalation procedures
• Company policies
...You can't manage what you can't measure!!
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Helpful Hints for your EvaluationHelpful Hints for your Evaluation
Categorize your EvaluationStandardsKnowledge based Skill based
Consider how each Evaluation statement will be scored
(i.e. Yes/No, 1-5 rating scale)
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Agent BenefitsAgent Benefits
Agents know what is expected
Individuals performance is based on their abilities...regardless of tenure
Results identify specific areas for improvement
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Company BenefitsCompany Benefits
Accurately identify individual training needs
Effectively utilize educational $$$
Ability to 'Raise the Bar' of performance in your Call Center
Clearly define the 'Core Competancies'
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Customer BenefitsCustomer Benefits
Consistent Service on every call
First time resolution
Each call to the Center represents a 'positive memorable experience'
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
What Users Say About Automated Quality MonitoringWhat Users Say About Automated Quality Monitoring
• Time saved through automatic collection of calls
• Flexible schedule design provides more objective call sampling and easy set-up
• Data Management capabilities make information easy to access and customize
• Agents find the process more objective and participatory
• Excellent technical support
• Immediate benefits realized
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Pitfalls to AvoidPitfalls to Avoid
No buy in from the AgentsTime….Time….TimeProcess is missingLack of ConsistencySubjective ResultsAction not taken
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Success FactorsSuccess Factors
Have a champion to manage the processDevelop precise procedures and ensure people
adhere to themInvolve everyone in the processRecognize the need to Update your program
every 6 months or soSpend more time doing it and less time talking
about it!!Publicly celebrate the successes!!
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
SummarySummary
Success factors for a Quality Program
Pitfalls to avoid
Implementation ideas to take back and use now
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
In Summary In Summary
• Importance of Quality
• Benefits
Productivity Quality
Achieving the BalanceAchieving the Balance
Orlando Moreno omoreno@hotmail.com 408.656.2498
SYSTEMS LTD.
Everybody WinsEverybody Wins
Agents
CustomersCompany