aegis: quality best practices

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Aegis India October 2009 Ops Review Deck 1 1 Aegis India September 2009 Ops Review Deck 1 Aegis India May 2009 Ops Review Deck 1 Aegis India Business Review February 2009 Aegis Proprietary and Confidential Jean Michel Cateaux Assistant Quality Manager – Aegis South Africa Presenting: Quality Best Practices In association with CCMG 28 July 2016

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Page 1: AEGIS: Quality Best Practices

Aegis India October 2009 Ops Review Deck 11Aegis India September 2009 Ops Review Deck 1Aegis India May 2009 Ops Review Deck 1Aegis India Business Review February 2009Aegis Proprietary and Confidential

Jean Michel CateauxAssistant Quality Manager – Aegis South Africa

Presenting:Quality Best PracticesIn association with CCMG28 July 2016

Page 2: AEGIS: Quality Best Practices

Quality Assurance

Aegis Proprietary and Confidential

What is QA? How do we do QA? Benefits of QA?

Live Call Monitoring

Short Calls Analysis

Long Calls Analysis

Predictive CSAT

Feedback on every call

Trend Analysis

Training Needs Analysis

Calibration

Identify Knowledge gaps

Weekly Calibrations with Internal as well as your External Stakeholders

QA’s not only monitor calls, they should publish reports and do readouts with your Clients

QA is a Gauge for your Call Center, use them well, they sit on a “Goldmine of Information”

Use a trusted tool / system to measure Quality

Speech Analytics to monitor 100% of your calls Continuous Improvement

– Get your QA’s trained for Six Sigma, Kaizen and other Process Improvement Methodologies

Correlate QA Results to CSAT to provide valuable insight to what the business can focus on improving

Page 3: AEGIS: Quality Best Practices

What is Best?Outsourcing / In-House QA Program?

Outsourcing Option

Aegis Proprietary and Confidential

You gain access to State of the Art Quality Assurance Methodologies and Technologies that is used by your preferred OSP.

If you resume the QA function yourself, it could take years to reach the level of performance you used to enjoy.

Advantages: Disadvantages:

Reassurance of superior work is part of the deal when outsourcing QA to an OSP.

You will be dependent on your company of choice for future QA Tasks, these companies could make mistakes and this should be taken into consideration. Financial Benefits – You are free to choose an

OSP that is a leader in the field in which you operate .i.e. insurance, Telecoms, Hospitality, ect.

Page 4: AEGIS: Quality Best Practices

What is Best?Outsourcing / In-House QA Program?

Aegis Proprietary and Confidential

You have full control over your QA Function. Requires a good Quality Assurance System / Methodology to be in place, otherwise you will need to outsource this function.

In- House Option

Advantages: Disadvantages:

You know your Quality Methodology better than anyone.

Quality Team working in close proximity to the operational team creates an air of accountability with the in-house team.

QA Team members can become accustomed to in-house environments and can possess a lack of knowledge and best practice from other industries.

Focus on the Best Solution for Outsourcing QA, not the lowest price

Page 5: AEGIS: Quality Best Practices

Case Study # 1: Telecoms Industry

Aegis Proprietary and Confidential

Answering Machines & Fax Numbers (60%)

Remaining (40%) What Agents worked on

Problem Statement: Low Contactability of Sales

Input: 4 Areas of Focus for the Operational Team

QA Recommendation: Data Cleansing Project

Output: Last 9 days of June

Results: July to Aug = Contact Rate improved by 13% Introducing the Sale improved by 18% Revenue improved by 32%

Page 6: AEGIS: Quality Best Practices

Case Study # 2: Insurance Industry

Aegis Proprietary and Confidential

CSAT Improvement Project Launched (Mar 2015)

Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-150

10

20

30

40

50

60

70

4753 55

61 60 6265

14 14 14 14 14 14 14

NPS Score Industry Benchmark

Drive (FCR) in all calls to ultimately improve NPS

(297) Mar 2015

(490) Apr 2015

(521) May 2015

Issue Resolution

Score

Sample

Month

(597) Jun 2015

(671) Jul 2015

( 653) Aug 2015

(665) Sep 2015

59%

66%

68%

70%

69%

72%

73%

FCR Mar -Sep 2015 (7Months)

Results: Overall NPS improved 65% by Sep 2015 Overall NPS improved 18% FCR improved 14%

Aegis Proprietary and Confidential

Page 7: AEGIS: Quality Best Practices

Aegis Proprietary and Confidential

5 Golden Nuggets

Get your agents to evaluate their own performance

Calibrate with internal and external Stakeholders to ensure alignment in results

Invest money in developing Quality programs that focus on improving Customer Satisfaction

Link your Call Center Processes to Key Drivers of CSAT like First Call Resolution

Quality to support Operations on Continuous Improvement

Page 8: AEGIS: Quality Best Practices

Thank You

Aegis Proprietary and Confidential