SYSTEMS LTD. Orlando Moreno [email protected] 408.656.2498 NICE Systems Project Management...

Orlando Moreno [email protected] 408.656.2498

SYSTEMS LTD.

NICE Systems NICE Systems Project ManagementProject ManagementCertification ProgramCertification Program


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


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


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


SYSTEMS LTD.

4.0 PM processes staging form

Staging Form Technical Support(Aviv Bachar)

4.1PM completesStaging Form

C

4.2TentativeScheduleconfirmed with PM

D


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


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


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


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


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


SYSTEMS LTD.

Quality StatisticsQuality Statistics

Quantifying Quality……..

Quality Results


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!


SYSTEMS LTD.

QUALITY MEASUREMENT TOMORROWQUALITY MEASUREMENT TOMORROW

5 Critical stages to designing a rigorous quality management program


SYSTEMS LTD.

1. OBJECTIVE VS. SUBJECTIVE1. OBJECTIVE VS. SUBJECTIVE

number of calls reviewedrandom collection of calls to be

reviewedwho will review the calls?


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


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!


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....


SYSTEMS LTD.

Focused training sessions Regularly scheduled coaching sessions Peer to Peer coaching time

5. ACTION...WHAT HAPPENS NEXT?5. ACTION...WHAT HAPPENS NEXT?


SYSTEMS LTD.

Elements of Elements of MEASURING QUALITY !MEASURING QUALITY !


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


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


SYSTEMS LTD.


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


SYSTEMS LTD.


Listening SkillsListening Skills

Use active listening phrases

Summarize key points

Handling Irate CustomerHandling Irate Customer

Use calming phrases Recap conversation


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!!


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)


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


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'


SYSTEMS LTD.

Customer BenefitsCustomer Benefits

Consistent Service on every call

First time resolution

Each call to the Center represents a 'positive memorable experience'


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


SYSTEMS LTD.

Pitfalls to AvoidPitfalls to Avoid

No buy in from the AgentsTime….Time….TimeProcess is missingLack of ConsistencySubjective ResultsAction not taken


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!!


SYSTEMS LTD.

SummarySummary

Success factors for a Quality Program

Pitfalls to avoid

Implementation ideas to take back and use now


SYSTEMS LTD.

In Summary In Summary

• Importance of Quality

• Benefits

Productivity Quality

Achieving the BalanceAchieving the Balance


SYSTEMS LTD.

Everybody WinsEverybody Wins

Agents

CustomersCompany

SYSTEMS LTD. Orlando Moreno [email protected] 408.656.2498 NICE Systems Project Management...

Documents

Transcript of SYSTEMS LTD. Orlando Moreno [email protected] 408.656.2498 NICE Systems Project Management...