inbound, outbound, live chat, quality monitoring and social …€¦ · voc analysis customer...

Delivering Customer Engagement Solutions through Inbound, Outbound, Live Chat,

Quality Monitoring and Social Media Services.

Experienced People | Innovative Technology | Remarkable Results

1 www.etechgs.com | Confidential

MISSION

Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

VISION

To make a remarkable difference for each other, our customers, and within our communities.

Nacogdoches, Texas Dallas, Texas Lufkin, Texas Palm Beach, Florida Rusk, Texas

Montego Bay, Jamaica Gandhinagar, India Vadodara, India

Integrity

Valuing people

Team Work

Accountability

Adaptability

Vision

Humility

Communication

Creativity Positive Influence

Teachability Courage

24/7/365 · Multilingual

Etech’s Servant Leadership Commitment


Etech’s Journey

2003 Grew From

400

To

More Than 3000

Employees

3 Countries 8 Sites

3000 Seats

1 Etech

NO

MERGERS

NO

ACQUISITIONS Trusted Advisor

to Numerous

Fortune 50

Companies


Etech’s Business At A Glance

Inbound, Outbound, Chat, Sales, Service & Tech Support

Software/Application Development Custom Reporting, WFM

Actionable Insights for Total Quality Management to Enhance Operational

Efficiency & Customer Experiences

Customer Engagement

Solutions Etech Insights Etech Technology

Solutions

OUR AWARDS


Etech assigns a dedicated Project Manager to coordinate the efforts and launch the program successfully.

Initiating

Planning

Executing

Monitoring &

Controlling

Closing

• Define Client Requirements

• Define Software/ Hardware Requirements

• Readiness Checklist

• Define Project Schedule

• Hiring and Training

• Define Baseline SLA's

• Soft Launch - Track Progress

• Gap Analysis • Post Transfer

Support • Prepare and

Sign Off Detailed Transfer Plan

• Operational Reporting

• Establish and Track Baseline Metrics

• On-Going Training

Structured Engagement Approach


Sourcing Qualifying Screening Assessing Interviewing Hire Background Checks

Job Offer

Etech hires career minded employees who are proficient in Customer Experience

Hiring Methodology


Etech’s Operational Effectiveness

Plan

Monitor

Develop

Performance Recognition

Continuous Monitoring & Adjustment

OPERATIONS PERFORMANCE MANAGEMENT

Analyze Needs

Offer Solutions

Discuss Benefits

Overcome Objections

Effortless CX

CONSULTATIVE APPROACH

Induction Training

Product, Sales & CX Training

Incubation

Graduation

Go-Live

TRAINING IS A JOURNEY


Security Compliance

Information Technology

Program Implementation

Human Resource

Training & Development

Etech Insights

Workforce Management/

Reporting

Site Director

Account Leader

Operations Leader

Coach

Agents

Operations Org Chart

www.etechgs.com | Confidential 8

VENDOR PERFORMANCE

SERVICE LEVEL & AHT GRAPH ACTIONABLE INSIGHTS FOR SUPERVISORS - DASHBOARD

Insights and Analytics


ACQUISITION / RETENTION

Control Churn

Customer Complaints

Insights for improvement

Training Need Analysis and Identification

CUSTOMER EXPERIENCE

VOC Analysis

Customer Sentiment Analysis

Customer Satisfaction Drivers

BUSINESS INSIGHTS

Insights for Strategic Decision

“Etech Insights provides you deeper insight into your customer interactions, which enables you to improve customer experience, reduce effort, meet all corporate governance

requirements, and gives you a competitive edge allowing you to increase market share.”

Etech Insights Drives Business Results


Business Challenges Methodology

Listen: Data Ingestion Unstructured data is ingested in layers for further processing

Predict: Deeper Insights Etech’s Data Scientists refine large data sets into actionable insights

Identify: Mapping and Processing Data Scientists review the calls to identify relevant behavior & add business insight rules

Analyze: Impact Analysis Etech’s A.I engine provided intelligent data output on trends and patterns using 150+ unique categories and scripts

Improve: Agent Analytics Speech Analytic engine was integrated with the Scorecard

Case Study – Service


• Drive Top Line Revenue - Increase Sales Conversion - Reduce Cancellations

• Improve CX

- Reduce Customer Effort: Hold Time

- FCR, Educating the Customer / Self Serve

- Improve CSAT Scores

• Improve Operational Effectiveness - Calls Handled - AHT

Contacts VS Demographic

19% 15% 11% 8%

19%

10% 10%

11%

9%

18% 18%

9%

California Florida Texas New York

Customer Service Road Side assistance Recall

Location Vs Reason for Contact


Reason of Contact- Queue Wise Breakdown

Customer Service – 569 Roadside Assistance – 192 Recall - 78

Primary Reasons for Contact - Overall


10%

8%

5%

5%

3%

21%

7%

7%

6%

5%

1%

1%

0.4%

0.4%

0.4%

Car 5

Car 4

Car 3

Car 2

Car 1

Car 5

Car 4

Car 3

Car 2

Car 1

Car 5

Car 4

Car 3

Car 2

Car 1

Cu

sto

me

r Se

rvic

eR

oad

Sid

e A

ssis

tan

ceR

eca

ll

Reason for Contact vs Top 5 Car Models

Reason of Contact- Product Wise Breakdown


AHT Dashboard AHT Breakdown – Customer Service & Roadside Assistance

AHT Breakdown - Top 4 Reasons for contact

14% of the calls were

above 12 Mins 34% of these

calls were dealership complaints

Agents put 44.12% of the calls on hold to look for more information

Average Hold Time within High AHT Buckets


Customer Effort Analysis

Level 2 drill down of top two drivers

Observations: •Poor Service & No Resolution at dealerships drove 71% of

the total customer effort •Agent behaviors like Knowledge Gap and Ownership

contributed 61% of customer effort

Effortless Customer

Experience, [VALUE]

High Customer

Effort, 40%


Dissatisfaction Drivers

Analysis: Voice of Customer

Observation

• Bad experience at the dealerships drove 50% of the

dissatisfaction

• Faulty car components drove another 28% negative

sentiments


Closing

47% Did not close the call with a warm send off or ask for

further assistance on the call

Greeting

25% Missed introducing themselves or the branding

Conversation

20% Failed to follow the hold procedure or show empathy

when required

Solution

10% Agents prioritized solving customer’s concerns and took

ownership of the issue

Overall QA Score: 77.91%

Agent Performance Review: QA Results by Section

98.06% 95.29% 95.84% 92.19% 100%

95.57%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

1. The agent was readyto take the call

4. The agent usedeffective probing

questions to discovercustomer's

8. The agent appliedactive listening

10. The agentconversed in a propermanner to ensure that

the customer

15. The agent followedthe transfer procedure

17. The agent did notshare any incompleteinformation with the

Top Strengths - Parameters from each Section


Parameter Parameter 21 Parameter 22 Parameter 20

KPI FCR, Revenue, & CX CX/Brand CX/FCR

Affected Interactions 268/315 (85%) 193/329 (58%) 58/227 (25%)

Sample Interactions

Interaction Sample: Agent should ask for further assistance before ending the call. EI recommends questions like: ‘What else I can help you with?’ ‘Do you have any more questions for me today?’

Interaction Sample: Agent needs to close the call after saying a proper goodbye statement to the customer.

Interaction Sample: Agent needs to provide a brief recap of the resolution provided on the call.

Agent Name Success

% Umberto Turelli 13%

Robert Ptaszynski 19%

Jeffrey Kiley 23%

Nelson Carhart 29%

Dion Lemons 30%

Top Offenders

Top Opportunities & Offenders - Closing

Note: We have counted minimum 3 evaluations/agent 19 www.etechgs.com | Confidential

• “01:03 I own your company’s car, my wife owns your company’s car and my daughter is going to buy next month. We are your customers forever. I appreciate it.” Brand

• “03:43 - "You are just genius!"04:10 - "Well, that's just awesome! Thank you!"” Agent Knowledge

• “15:34 You know you know what the way you explained everything and such great detail that you know I really appreciate it.”

Good Customer Experience

Sentiment Analysis: Voice of Customer

•“Dealer: I would rather sell the cars I have to my local customers.

•“Customer: I said I've been a customer in your location for the last 3 years I bought my Car from there I service my car in there my ML is in there I've been a local customer for three years

Dealership

• "I need you to listen to the call I'm sure you guys recorded so I insist you to listen to it and if this is the type and quality of service that you're goanna be providing well I'll be sure to let my dealership know and I will never use the services again do not need to be knowledgeable about the car I buy eighty thousand dollar car so I do not have to be knowledgeable, I have triple A I have this service you know what I do not need to be knowledgeable, Okay, people like you are supposed to inform me when I need it.”

Agent Behavior

• "Ok anyway these things I got to talking to you we left with the issue and you don't know the solution is to provide on the call." Knowledge Gap

Positive Sentiment

Negative Sentiment


High

Low

Tim

e/R

eso

urc

es

Impact - Customer Experience & Brand

Hold Procedure

Recall Issues

Warranty Question Non

Committal Call Backs

Agent Tools

Vehicle Specification

Hig

h P

rio

rity

Johari Window Model • The matrix above can help us make training

decisions based on the impact and resources involved in developing or correcting a behavior

• As you move to the right, the impact of that action on customer experience increases. The higher it is in the matrix, the higher time and resources you will need to achieve the goal

Converting 50% of the Negative

VOC into Positive will increase the

NPS by 25.

Improved NPS: 17

Recommendation Model to Improve CX How to achieve it?

Effective Hold Techniques: • Explain the reason why you are putting them on hold • Set the right expectation of the time it will take • Ask for their permission • Come back and refresh the call if you think it is taking longer than

promised • Job aids on the floor and quick discussion around the hold technique will

help the agents master this behavior

Non-Committal Call Backs: • Design and Train agents on call back protocols. Coach agents to mention

a specific timeline every time they promise a call back to the customer • This is an easy fix. Providing Job Aids with a predetermined call flow will

have a more significant impact towards correcting this behavior

Warranty Question: • If a customer has questions about their vehicle’s warranty, and

dealerships are not able to answer them, they expect the frontline agents to have an answer. Not having an answer to a warranty question, creates confusion and increases customer effort exponentially

• Etech recommends training agents on the basics and giving them access to a database that can function as a guiding light when customers ask questions about the warranty or extended warranty

• Updating this information in the Mobile app based on the vehicle the users own will reduce the number of calls coming in for this and help lower the call volume

Recall Issues: • Design a training session around the recall issues you have been hearing

the most on the calls. Although a high effort fix • This will enable the agents to assist the customer who comes in for

questions about recall issues and decreases customer effort

1

2

3

4


Database Administration

Desktop Support 24/7 Support

Network Administration

CTI and Telecommunications

Administration

Data Analytics

Application and Reporting

Development

Corporate Security


Etech Technology Solutions

Etech Security and Compliance

ISO 27001 Certified Organization PCI-DSS Certified Compliant PACE-SRO Certified GDPR Compliant

24x7 Monitoring Deep Packet Inspection

Intrusion Prevention Data Leak Prevention

Host Intrusion Prevention Integrity Monitoring

Web Application Security Log Inspection

Monthly Vulnerability Scans Web Application Scanning

CompTIA CySA+ CompTIA Security+ CompTIA Network+

CompTIA A+

Network Security Host Security Vulnerability Management Individual Certifications


Etech SD-WAN Diagram


Why

Etech?

TRUSTED ADVISOR PARTNERSHIP MODEL

CUSTOMER CENTRIC WITH CUSTOMIZED SOLUTIONS

ETECH INSIGHTS DELIVERS REMARKABLE CUSTOMER

EXPERIENCES

MINORITY CERTIFIED ENTERPRISE

DEEP INDUSTRY EXPERTISE

SCALABILITY / LOW STAFF TURNOVER

A Commitment to Servant Leadership Focusing on our People, Customers and Communities


[email protected] | @jiyoob

[email protected] | www.etechgs.com | 936 – 371 – 2640

To make a remarkable difference for each other, our customers, and within our communities.


mailto:[email protected]

https://twitter.com/jiyoob?lang=en

https://twitter.com/jiyoob?lang=en

mailto:[email protected]

http://www.etechgs.com/

inbound, outbound, live chat, quality monitoring and social …€¦ · voc analysis customer...

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