Agent Evaluations The Cherry Picking Dilemma

Agent Evaluations – The Cherry Picking DilemmaRoger Lee “Dr. WFO”

October 20, 2016

OpenText Confidential. ©2016 All Rights Reserved. 2

Cherry Picking is the act of

pointing to individual cases or

data that seem to confirm a

particular position, while ignoring

a significant portion of related

cases or data that may

contradict that position.

Cherry Picking


Quality Monitoring

Time consuming

Potentially subjective

Statistically invalid sample set

Days or weeks to establish trend

QA time sometimes better spent

Doesn’t measure every instance

Customer Surveys

Limited response rate

Limited dataset

Participant bias

Delayed responses


What has your organization

done to combat the cherry

picking problem?

Check everything you’ve ever tried.



What would you say is the

CORE objective of your QM

program?

I know it’s hard…but pick just one.

5


What is your sample size

today?

Choose your AHT

Choose your Evaluation Frequency

Choose your Color

AHT

Minutes

AHT

Seconds

Avg Calls Per

Month 1xMonth 2xMonth 3xMonth 4xMonth 10xMonth 20xMonth

0.5 30 16320 0.01% 0.01% 0.02% 0.02% 0.06% 0.12%

1 60 8160 0.01% 0.02% 0.04% 0.05% 0.12% 0.25%

1.5 90 5440 0.02% 0.04% 0.06% 0.07% 0.18% 0.37%

2 120 4080 0.02% 0.05% 0.07% 0.10% 0.25% 0.49%

4 240 2040 0.05% 0.10% 0.15% 0.20% 0.49% 0.98%

5 300 1632 0.06% 0.12% 0.18% 0.25% 0.61% 1.23%

6 360 1360 0.07% 0.15% 0.22% 0.29% 0.74% 1.47%

8 480 1020 0.10% 0.20% 0.29% 0.39% 0.98% 1.96%

10 600 816 0.12% 0.25% 0.37% 0.49% 1.23% 2.45%

12 720 680 0.15% 0.29% 0.44% 0.59% 1.47% 2.94%

15 900 544 0.18% 0.37% 0.55% 0.74% 1.84% 3.68%

20 1200 408 0.25% 0.49% 0.74% 0.98% 2.45% 4.90%


Traditional QA/CSAT Model: Limited Results

Michael spoke with

320 customers

this week


Traditional QA/CSAT Model: Limited Results

QAlistened to

1of Michael’s

calls this week

QA script adherence

Greeting

Additional assist

QA skills proficiency

Helpful

Courtesy

Empathy

Michaels’s QA score for

the week was based on an

interaction with just one

customer.

…and11customers

will eventually respond

to a survey about

their experiences

speaking with Michael.

Survey results

Helpful agent 36

Customer effort 54

Satisfaction 72


Even with speech analytics

Coaching can only

be targeted to

interactions that

included specific

words or phrases

hate your company

bad policy

horrible service

very unhappy

way too difficult

waste of time

frustrated


Analytics-Driven Scoring

Script AutoScore

Greeting 40

Additional assist 30

Skills AutoScore

Helpful 15

Courtesy 80

Empathy 20

CX AutoScore

Helpful agent 55

Customer effort 82

Satisfaction 45

Allow speech analytics to listen to

ALL of Michael’s

calls this week


Listen For Customer Experience

CX AutoScore

Helpful agent 55

Customer effort 82

Satisfaction 45

Based on positive

and negative

customer statements

Michael’s

helpfulness score

was 55

you’re not listening

thanks for the help

deserve a raise

amazing help

above and beyond

big help

wish you could help

really helpful

you’ve been very helpful

thanks so much

not helping me

perfect just what I needed

am I bothering you

not what you promised

so very helpful



CX AutoScore

Helpful agent 55

Customer effort 82

Satisfaction 45

Based on positive

and negative

customer statements

Michael’s

customer effort

score was 82

was easy

too complicated

solved my problem

website was confusing

confusing

efficient

tried using the website

got what I needed

took forever

got right through

way too difficult

so very helpful

still waiting



CX AutoScore

Helpful agent 55

Customer effort 82

Satisfaction 45

Based on positive

and negative

customer statements

Michael’s

satisfaction

score was 45

glad I called

hate your company

bad policy

am happy

horrible service

wish I had called sooner

very unhappy

glad I reached you

way too difficult

made my day

waste of time

very relieved

great service

frustrated

Let’s have a look at YOUR top 3 Core

Objectives, but with analytics-driven

scoring…


Improve Customer Experience

language that conveys that the customer is angry, frustrated, satisfied or elated with the experience

language that indicates the customer is likely to stop doing business with your company

language that denotes the customer level of effort needed to resolve the request

Customer

Experience


Increase FCR

Language that detects behaviors that drive issue resolution

Language for specific processes and to reduce errors

Streamline QA tasks

First

Contact

Resolution


Drive Revenue

Identify and score best practices

in selling

Language that identifies

overcoming objections

Language that monitors

upselling and cross selling

behaviors

Drive

Revenue


Employee Development/Performance

Verify adherence to skills standards where the use of specific language demonstrates a skill.

Score calls using multiple criteria

Identify agent outliers

Validate manual QA measurement

Employee

Development


The 100% Advantage

For the customer

Higher level of service

Higher likelihood of first-call

resolution

Automatic voice in the improvement

process

For the agent

Script and skills feedback against

all calls

Consistent script, skills and CX

measurement

Better coaching for all

requirements

For the company

Enhanced QA and CX measurement

Decreased customer attrition

Reduced expenses

Rapid ROI

Higher customer loyalty


OpenText WFO Software Product Suite

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Interaction

Recording

Desktop Analytics Customer

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Analytical Scoring Workforce

ManagementOnline Training VoC

Analytics

Multichannel

Capture

PCI DSS

Compliant

Muting &

Masking

Metadata

Attach

Quality

Monitoring

Evaluation

Planning

Performance

Management

Application

Monitoring

Real Time

Guidance

Multichannel

Surveys

Integrated &

Actionable

Automated

Scoring

Speech

Enabled

Scheduling &

Forecasting

Mobile

Engagement

Integrated

e-learning

SCORM

Compliant

Multichannel

Connectors

Centralized

VoC

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Qfiniti On-PremisesModular WFO Suite

Qfiniti Managed ServicesManaged WFO Appliance

Desktop

Control


Performance Management DemonstrationOpenText Qfiniti AutoScore

WhitepaperLeveraging Analytics to Score

Customer Interactions

Want to learn more?

opentext.com/qfiniti

@OTQfiniti

OpenText Qfiniti

OpenText Qfiniti

Thank you!

Roger Lee

[email protected]

+1 (773) 632-1453

@DR_WFO

mailto:[email protected]

Agent Evaluations The Cherry Picking Dilemma

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