Driving Customer Experience through A Clear & Consistent Message to Employees

Jamie Haenggi Chief Marketing & Customer Experience Office, Protection 1

https://www.youtube.com/watch?v=CLWr-9RUgrI

The Largest Full-Service Provider of Electronic Security

Over 70 branch locations across the US; 5 Call Center Operations

Homes Commercial & Integrated Systems

National Accounts

“What differentiates Protection 1 in the marketplace is our customer experience” - Tim Whall on CNBC’s Mad Money with Jim Cramer

Our Mission: To Grow

The Perfect Day in Protection 1 Call Centers

CLEAR & CONSISTENT

It Starts From The Beginning

• Arrival of your interview experience

• Training experience designed for perspective – Welcome Committee – High level overview – Branch insight – Individual impact

• Who & how you recruit can

make a difference

Longest Call Waiting

2013

“They just care about the stats…”

Employee survey revealed employee disconnect between their metrics and the customer experience

Be Clear And Measure What Matters

• Dependability • Average Handle Time (AHT) • Quality • Attitude and Appearance

“HOW DO YOU KNOW?”

“DID YOU HAVE A GOOD DAY?”

There is a Connection Between Metrics & Customer Experience – But You Have to Show It

• Dependability

• Average Handle Time (AHT)

• Quality

• Attitude and Appearance

• Explain how center works

• Get to the heart of the issue

• Create culture for employee engagement & peer accountability

There is a Connection Between Metrics & Customer Experience – But You Have to Show It

• Dependability

• Average Handle Time (AHT)

• Quality

• Attitude and Appearance

• Helps keep you “on track”

• It’s an average

• Tenured and new reps can consistently meet goal

There is a Connection Between Metrics & Customer Experience – But You Have to Show It

• Dependability

• Average Handle Time (AHT)

• Quality

• Attitude and Appearance

• Tied individual encounter to customer loyalty

• Develop QA process that focuses on “Experience”

• Align scoring with P1 culture

There is a Connection Between Metrics & Customer Experience – But You Have to Show It

• Dependability

• Average Handle Time (AHT)

• Quality

• Attitude and Appearance

• It’s a choice

• It does matters

…more importantly it gets results!

2013

Ensuring A Clear & Consistent Message About The Customer Experience

Thank you! Questions & Answers