Recruiting Managing and Training Remote Customer Service Agents 060209

Confidential- Proprietary VIPdesk Information1

Cover Slide

Recruiting, Managing and Training Remote Customer Service Agents

Sally HurleyPresident, VIPdesk

Thank you for joining us today, the Webinar presentation will start shortly.

To access the audio portion of the presentation, turn on your computer speakers, or call (605) 475-4875 (passcode : 406291#)

VIPdesk324 N. Fairfax StreetAlexandria, VA 22314

(703) [email protected]

June 2, 2009


About Today’s Session

The essentials of training and managing home-based team members including:

• Recruiting of home-based agents and employees

• How to build a curriculum for remote learning

• The tools and technology necessary to deliver virtual learning

• Keys to managing a virtual team

• The tools, team structure, and culture to support a home-based team

• VIPdesk’s lessons learned


Sally HurleyPresident, VIPdesk

• 20+ years experience delivering premium customer service; 10 years home-based model

• Has a passion for the customer experience

• Committed to building a culture that supports work-life balance

• Proud to be a green company- supporting thousands of individuals that work from home across North America

• Current President of EO (The Entrepreneurs Organization) - DC

• Contact info: [email protected] or 703-837-3518

About Today’s Presenter

mailto:[email protected]


VIPdesk OverviewVirtual Contact Center Industry Overview

RecruitingRemote Training

Remote Team Leadership and ManagementCommunication Tools

Lessons LearnedCase Studies

More Information


VIPdesk is the leading provider of virtual contact center solutions for national brand leaders, providing premium customer experiences through our home-based Brand Ambassadors ™ and Concierges.

Changing Business. Changing Lives.


About VIPdesk

• Pioneer of home-based model – founded in 1997

• Remote infrastructure supports over 40 clients

• Team members located across North America

• 21 years of experience providing high-quality customer care; 8 years providing virtual services

• Proprietary technology, organization, processes, and culture

• Recognized expertise for servicing complex, intuitive customer contacts


Inbound and outbound customer

service

Customer loyalty & personalized

Concierge Services

• Premium customer care• Sales: cross-sell/up-sell• Order processing• Surveys• Peak volume

management• Customer profile

enrollment• Email/chat services

• Dining reservations, entertainment tickets, trip planning, etc.

• Event management• Travel and tourism –

complete travel agency capabilities

• Experiential packages• Special offers and

discounts

Home-based Services






More Information


Growth in Home-Based Call Centers

Off-shoring/centralized produced mixed results due to:

Unrealized cost savingsHigh turnover and training costsLower productivity, lower skilled workersCultural/language barriersLimited local recruiting pools

Virtual contact centers remedy all shortfalls – with verycompelling economics!

Additional benefitsHigher skilled workforce“On-demand” capabilityEco-friendly – “Going green”Access to unlimited global labor pool

130,125151,200

198,240

266,130

305,026

333,100

0

100,000

200,000

300,000

400,000

2006 2007 2008 2009 2010 2011

U.S

. Hom

e Ba

sed

Agen

ts

U.S. Home-Based Agents (000s)

U.S. Home-Based Revenue ($B)

CAGR – 21%

CAGR – 21%

$3.3$3.8

$5.0

$6.7

$7.6$8.3

$0

$2

$4

$6

$8

$10

2006 2007 2008 2009 2010 2011

U.S

. Hom

e B

ased

Rev

enue


Brands with Home-based Team Members






More Information


Advantages of Work-at-Home Positions

Work/Life Balance Incentives/Benefits

• Flexible scheduling

• Ability to work off-hours, split-shifts

• Part-time work - maintain professional experience

• Comfort of working from home

• Ability to live where desired vs. location of job

• Maintain lifestyle beyond profession

• Increased job satisfaction

• Supplement household income

• Pay for performance -rewarded for results

• Elimination of commute

• Reduced expenditures -wardrobe, meals, etc.

• Get paid for doing work on behalf of favorite brands

Compelling Advantages for Team Members


Unlimited Recruiting

Pass Basic Qualifications: 24%

Pass Client Specific Qualifications: 59%

Pass Hardware/Software Requirements: 73%

Pass Resume and Phone Screen: 83%

Pass Credit/Criminal Check: 79%

Complete Agreement and Tech Setup: 85%

Complete/PassCertification: 63%

Go Live: 95%

Ability to be Selective

Currently 1 out of 30 Candidates are selected


1. Portal RegistrationApplicant registration and validationReview and confirmation of requirements

2. Online ScreeningBackground informationOnline assessments & technology audit

3. VIPdesk ScreeningResume & phone screening

4. Security/Background ChecksSSN verification, criminal background & credit check

5. Additional Testing & Program MatchingPersonality and aptitude Typing, writing, voice

6. System Setup & AccessAgreements, notarized affidavit, paperworkRequired systems setup, software assessmentBrand Ambassador University registration

7. CertificationLevel One: Basic customer serviceLevel Two: Tools & applicationLevel Three: Client program

Screening Process Overview


Noise-free home-office– Separate room in home with functional locking doors/windows– No background noise– Locking desk/file cabinet– Cross-cut shredder

Dedicated phone line– Analog or FiOS land line

Analog phone with corded headset– Wired Internet connection – VOIP & digital phone services currently not allowed

Computer– Processor Speed - Single Processor: 2 GHz+; Dual Core

Processor: 1 GHz+– MS Office or comparable suite – Memory - 1 GB RAM+– Web Browser - Minimum: IE 6– High Speed Internet Access - 1.5 Mbps+ DSL or Cable

Home Office Requirements


• Superb customer service skills– Excellent tone of service– Customer focused– Resourceful/able to troubleshoot challenges

• Appropriate experience to match program needs

• Sales orientation (depending on need)– Potential cross-sell/up-sell opportunities

• Quick learners; intuitive to customer needs• Upbeat - “smile in their voice” ☺

• Strong computer skills• Ability to multi-task• Effective writing skills• Ability to meet performance requirements

Successful Candidate Profile






More Information


Remote Learning Platform

Learning Management System (LMS)

• Class schedules and ability to register

• Learning Paths

• Curriculum Library/Searchable database of training modules

• Assessments/tests

• Self-paced modules

• Videos

• Web Conferencing• Conference calling


Training Components

1. Company/Brand Training – In-depth overview of the company history, culture, products and services.

2. Application Training – Individuals complete online, self-paced modules, which educates them on the fundamentals of the application.

3. Instructor Led Learning – Individuals learn curriculum and soft skills through instructor led role play and practice.

4. Assessments – Evaluate knowledge retention.

5. Simulated Calls/Emails/Chat – Agents handle test calls that are monitored.

6. Soft-Launch – Agents take real calls and go back to the classroom to discuss experiences.


Remote Training Best Practices

• Dedicated teams

• Smaller classes - 1:15 Instructor to Brand Ambassador ratio

• State of the art LMS (Learning Management Tool)

• Tiered education strategy to allow for learning "checkpoints“

• Instructor-led sessions

• Self-paced modules/simulators

• Soft-skill calibration

• Software education and practice

• Incorporate video

• Extensive role-play

• Assessments and benchmarks required for passing


5 Keys to Successful Remote Management

• Organization-wide buy-in to model

• Communication mechanisms

• Clear key performance objectives

• Tools to support virtual operation

• Recognition and rewards


Corporate Culture Considerations

• Leadership Team can also be home-based

• Home-based team requires culture of open communication

• Performance-based management approach is key

• Supply team with support – program experts

• Leadership structure must be conducive to home-based structure

• Managers must be “coaches” – providing resources, support and best practices

• Virtual recognition/awards






More Information


Communication Tools

Instant Communication• Secure IM• Switch capabilities - transfer/conference

Resources• Resource portal• LMS• Weekly updates• Monthly Newsletter

Methods• Weekly team web conference meetings• Weekly team calibration sessions

Results and Reports• Performance Dashboard


Communications Switch–CIC (Interactive Intelligence)• Integrated phone, email and chat

VIPdesk Integrated Technology Platform


Workforce Management- eWorkforce (Aspect)• Performance & multi-skill, multi-channel scheduling

• Demand forecasting

Business Intelligence (Cognos)• Agent Scorecards and Operations Dashboards

• KPI reporting and forecasting

Learning Management System (Learn.com)• Online training and certification courses through self-

paced modules and instructor-led seminars

VIPdesk Integrated Technology Platform


Recruiting Portal• VIPdesk’s recruiting and screening portal

• Automates recruiting process for home-based positions

VIPdesk Proprietary Technology Applications


Call Recording Retrieval/Listening Application• Proprietary solution to securely listen to and search for calls near-

time

Quality Grading Application• Integrated with call recording portal

• Provides capability to grade and report scores for the remote agents



Reporting• VIPdesk’s custom reporting package allows the creation of reports

on any aspect of call, email, or chat data



Remote Team Communications Platform• Internal chat application- V!M

• Brand Ambassador Gateway

• Data Dashboard

• VIPdesk Intranet







More Information


• The profile of the candidate - working from home is not for everyone

• Home office and computer requirements

• Smaller class size- Trainer to Student ratio

• Interactive role - play and practice sessions

• Web-based LMS - for remote training

• Technology platform - to enable easy communication

• Self-study courses - approach for some content

• Policies and procedures - reflect the needs of a home-based audience

• Communication tools

Lessons Learned


Potential Annual Savings

Real Estate– Real estate costs * number of agents=_____________

Increased Productivity– Fewer agent hours * hourly rate=_____________

Attrition Recruiting Replacement Cost– (Recruiting time * salary) + job posting costs=______

Attrition Training Costs– (Trainers’ time * salary) + materials + licenses=_____

Fewer Managers– Number of managers * salary=___________________

Lower Salary Agents (based on locations)– Number of agents * salary difference=_____________






More Information


VIPdesk Client Bluefly Awarded 2008 International Service Excellence Award

• In November 2008, Bluefly was awarded the International Service Excellence Award

– Category of Business-to-Consumer Contact Center– Awards are given to organizations in all industries worldwide in

recognition of their commitment to customer service excellence

• VIPdesk has provided Bluefly’s e-mail, phone, and online chat customer support since July 2007. Results include:

– Increased total service sales by 23% year-over-year– Increased sales conversion– Reduced cost per contact 18% year-over-year– Virtually no attrition– Within 3 months:

• 87% customer satisfaction phone and e-mail• 94% customer satisfaction in chat


Clie

nt

2Clie

nt

1

Exceeded dollars/order goals through holiday season while ramping agents to double capacity

Reduce AHT by 31% over the first year of operation

Reduced shrinkage by 14% over two months

Handled 200%+ of forecasted volumes during season periods where weather impacted client’s internal center

Enabled client to consolidate in-house call centers down to one during the first year, handling 67% of peak traffic in year two

Improved email contact completion rate by 41%

Improved service levels by 60%

Reduced AHT for the client by an average of 22 seconds

Improved overall first-contact resolution

Other Client Results






More Information


Other Resources

• “Training and Managing Home-based Customer Care Agents: Five Steps to Success” in Interactive Intelligence “Book of Answers”

• This article can be downloaded at www.vipdesk.com/info/pdf/Book_of_Answers_VIPdesk.pdf

• “The Challenge of Remote Agent Training” in Connections Magazine

• This article can be downloaded at www.connectionsmagazine.com/articles/8/025.html

http://www.vipdesk.com/info/pdf/Book_of_Answers_VIPdesk.pdf

http://www.vipdesk.com/info/pdf/Book_of_Answers_VIPdesk.pdf

http://www.connectionsmagazine.com/articles/8/025.html

http://www.connectionsmagazine.com/articles/8/025.html


More Information on VirtualCustomer Care

• VIPdesk and IDC co-authored a whitepaper on the virtual customer care market

• This whitepaper can be downloaded at www.vipdesk.com/whitepaper

• Subscribe to Virtual Voice – a monthly newsletter clipping of relevant articles covering the virtual call center space

• Industry-wide information, not just VIPdesk specific

• Subscribe via email at:[email protected]

http://www.vipdesk.com/whitepaper



Questions


Questions?

Please submit your questions now

• You can also email questions to:– [email protected] or call 703-837-3507– [email protected] or call 703.837.3518



Confidential- Proprietary VIPdesk Information 1

Website: http://www.vipdesk.com

Twitter: http://www.twitter.com/vipdesk

Facebook: http://www.facebook.com/vipdesk

LinkedIn: http://www.linkedin.com/companies/vipdesk

YouTube: http://www.youtube.com/user/vipdesk

Via RSS: http://twitter.com/statuses/user_timeline/23095083.rss

http://www.vipdesk.com/�

http://www.twitter.com/vipdesk�

http://www.facebook.com/vipdesk�

http://www.linkedin.com/companies/vipdesk�

http://www.youtube.com/user/vipdesk�

http://twitter.com/statuses/user_timeline/23095083.rss�

http://www.vipdesk.com/�

http://www.twitter.com/VIPdesk�

http://www.facebook.com/vipdesk�

http://www.linkedin.com/companies/vipdesk�

http://www.youtube.com/user/vipdesk�

http://twitter.com/statuses/user_timeline/23095083.rss�

Recruiting Managing and Training Remote Customer Service Agents 060209

Business

Transcript of Recruiting Managing and Training Remote Customer Service Agents 060209