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How to Integrate Quality Assurance and Coaching for Success

We all know the importance of offering exceptional customer service and the countless benefits that result from doing that. Quality assurance is at the core of ensuring that your customers receive quality services. In order to fully equip customer-facing employees, coaching programs must be comprehensive. How you train your staff determines the effectiveness of the quality assurance program. The seamless integration of quality assurance and coaching processes is critical to producing sustainable success. Define the Coaching Process You need to define the exact coaching process that everyone can follow so that this process can be integrated uniformly. Depending on the particular quality assurance goal, determine how much time, on average, the coaching session should require, what points will be covered in each session, how you will monitor the progress of the agent after the coaching session, and what elements should be documented in the resulting action plan following the session. Typically, front-line managers will initiate the coaching sessions, so consult with them on the best practices and methods in addition to your other subject matter experts. It is essential to have a mutual understanding of the process for consistency of the messages passed to the representatives. As you seek their input, you will also gain buy-in to the process, particularly if it is new or requires change. Document the process, you agree to follow for future referencing purposes. Train Your Coaches In addition to involving them in the process definition, you must train the coaches in order to drive lasting performance improvement. A well-trained coach knows that the employee should be able to both identify their errors and offer possible solutions. The coaches’ role is to guide them to accurately assess the situation and articulate how they will address the area of opportunity. The invaluable skills the coaches learn during their training will go a long way in ensuring that all employees receive consistent coaching. They will understand better how powerful teamwork is and instill the same spirit into the agents, without any bias during the evaluation and coaching stages. When the leaders are well-trained they will be positioned to develop consistent behaviors that promote quality interactions with the end customer. Build Partnerships with Agents The partnership means both parties own their roles and duties towards achieving the agreed goal. When the agents understand how they contribute to the success of the QA program they will be at the center of developing an improvement strategy. Leaders need to encourage agent participation in the evaluation process for an active partnership. For instance, seek their input as you draft the evaluation forms and involve them in calibration sessions. A great leader inspires others to be the best they can. You will motivate your agents to deliver quality services by demonstrating the behaviors you wish for them to emulate so that they learn from you even when you are not actively coaching. Choose and use words that will impact their attitude. Listen carefully to them and they will listen to your advice and guidance. Create an environment conducive for effective coaching to occur. Prepare in Advance Once you have looped in the managers and customer representatives, you need to prepare them mentally regarding the upcoming coaching sessions. Failure to do so will lead to one-way communication and mediocre results. A coaching session will be most effective when the agent is free to provide input on delivering quality services, identify where they believe they went right or wrong, and possible solutions to remedy the prevailing issues. An Acknowledgment under your guidance will equip the agent to take responsibility for his or her actions and encourage effective two-way communication. Leverage Technology Technology is always your ally when it comes to integration. There are countless technology options that will make your work effortless and seamless. For example, you can develop scorecards and dashboards to reduce the time you would otherwise use for data analysis and free up time for coaching. Information can be aggregated to make it easy to understand and provide targeted direction for program remediation efforts. Following these tips will enable you to integrate quality assurance with coaching: define the process, train the coaches, build partnerships with agents, prepare in advance and leverage technology. Your business will grow and thrive when every person actively participates in the Quality Assurance program.

Are Perceptions of Power Important to Understand?

In any leadership dynamic, there is a dominant impression that is made between the leader and those who report to that leader, either directly or indirectly. A leader can sometimes be a force that appears to be larger than life and frankly, intimidating. The question every leader should be asking is, “Are perceptions of power important to understand?” The answer to this question is a resounding yes, and should be heavily considered in a leader’s vision for a company. At any given moment, a workplace has five different power dynamics in the workplace: Reward power, which can be either impersonal or personal. Reward power offers a boon for employee performance that is beneficial to the company. The impersonal reward implies a fiduciary compensation for an employee, while the personal implies favor. Coercive power, which is highly personal because it can equate to using bullying or scare tactics as motivation. This is almost always negative and should be avoided in most cases. Referent power, which is power that comes through admiration. The danger of reverent power is that it can cause a sycophantic environment where the leader may only hear pleasing news. Legitimate power, which relies on the rank or title of the position as the driving influence of power. Leaders should be cautious of merely relying only on their position as their source of power. Expert power, which is the use of power that relies on the knowledge and expertise of the leader. The danger with expert power occurs when the expertise is withheld from an employee or team. Although each of these dynamics may be present in the workplace and be employed from time to time, either individually or in tandem with one another, each also has a prescribed pratfall if not used properly or in moderation. Using any one of these dynamics improperly can lead to a lag in motivation and can decrease productivity in the workplace. Regardless of the leadership’s thoughts on how a business should be run, leaders should also understand that perception is just as important, if not more so than delivery. If an employee has expectations that do not align with either the leader’s vision or that of the team, it can have a domino effect on the productivity. Are perceptions of power important to understand? Yes, and so are the dynamics of power and becoming an effective leader. Regardless of the leadership style used, these perceptions shape the way in which a company runs.

The Importance of HR in a Contact Center

HR should play a huge role in your contact center in order for employees to achieve the best possible results. If you’re currently experiencing a high turnover of call center employees, it’s time to rethink your HR practices in order to enhance employee happiness, and in turn, increase the overall success of your call center. Employees Need HR Working in a call center is one of the most stressful jobs imaginable due to the unpredictable nature of the work. Cold calling is often difficult to contend with, as the employee is likely to be met with an annoyed or even irate person on the other end of the line. When nerves are running high, it’s likely that your business will be met with a huge turnover rate. In order to keep employees happy and relaxed, you should think carefully about the role of call center HR. A team of HR professionals should be in place to work with your employees on relaxation techniques and ways to cope with angry customers. Keep Up With The Latest Technology Your HR team should do their best to research the ever-changing technology in the BPO industry and hold regular meetings to update the employees. If there are new ways to reduce the workload of call center employees, the HR team should be able to make the entire team aware. Simple changes in technology to make the lives of employees a bit less stressful is always an excellent way to ensure a higher level of employee satisfaction and success. Properly Train Employees The role of call center HR has a much broader scope than many call center business owners and managers often realize. In addition to working with employees on a regular basis to improve coping skills in this often stressful industry, the HR team should take time to properly screen and train each employee. Since many call center employees enter this field for an immediate source of money after graduating from college, it’s wise that the HR team take time to be open and honest with each potential candidate about the nature of the job. Being honest with potential employees about what’s expected of them can help prevent high turnover and loss of revenue for the company. An experienced HR professional should be able to accurately choose candidates with the right personality and experience for the job, and their training program should give employees the skills they need to be successful in their new position.

5 Effective Ways to Measure the Quality of Your Customer Service

As every modern business knows, there is a strong correlation between success and customer service quality. If you fail to make an authentic connection with your customers, they will simply take their business elsewhere. There are numerous, simple ways to evaluate the effectiveness of your customer service approach. If you are a business owner who is interested in customer service quality monitoring, the five following quality assurance techniques below may be able to provide you with guidance. Look for Flaws or Shortcomings in Your Operation : At times, the quality of your customer service can be linked to an unnoticed flaw or shortcoming in your daily business operations. For example, if you own a restaurant, and your patrons frequently complain about not receiving their dishes on time, the issue could be traced to an incompetent server or cook. In general, remaining aware of your own weaknesses can help you constantly improve your level of customer service. Evaluate the Supply and Demand of Your Products : Supply and demand are a major component of economics and business, but did you know that this concept can also be used to evaluate the quality of your customer service. Satisfied consumers tend to purchase more products from the same company. Simply put, if you are noticing a considerable number of repeat customers or clients on a regular basis, your customer service approach is probably working. Of course, outside economic factors can be major contributors to your data, so you may want to combine this method with others in order to get the most comprehensive snapshot of customer satisfaction. Research the Competition : Many business owners neglect to research their competitors’ approach to customer service. If your competitors have an immensely higher rate of customer satisfaction, you may be able to learn from their techniques. Simply visit or call your competitors’ establishment yourself, or send an employee to see how their approach to customer service differs from yours. If you want the most reliable data, ask your competitors’ customers what they like about the company. Examine the Number of Complaints You Receive : It is impossible to satisfy every single customer, but you can use the number of complaints you receive as a measuring tool. Some people assume that if the number of irate customers decreases it means that the quality of your customer service has increased. This is a common fallacy that causes many unknowing business owners to send their disgruntled customers to a competitor. For the most accurate data, combine this method with others. Ask Customers Directly : Have you ever considered asking your customers for their opinion directly? If not, you may be missing out an opportunity to compile a massive amount of reliable data. Some business owners prefer to ask customers directly, while others encourage them to fill out surveys. If neither of these tactics sounds appealing to you, follow-up phone calls can also help you better understand customer opinions. A Step in the Right Direction If you are truly interested in improving the quality of your customer service, the five tips listed above can point you in the right direction. If you follow them, you will expand your customer base, increase revenue and develop deeper connections with existing customers. This blog was first published on LinkedIn

Five Steps That Can Help Leaders to Build Trust

Developing leadership qualities is essential for anyone running an organization, regardless of the business or activity. If the people with whom you work don’t trust you, it’s going to be nearly impossible to motivate them to achieve goals and accomplish the objectives you’ve set. Unfortunately, it’s not uncommon for employees to distrust their managers and supervisors. On the good side, if you’re one who leads others, there are some steps you can follow to gain the trust of those individuals and teams you direct. Do What You Say You’ll Do : Building employee trust starts with you keeping your promises and not committing to things you know you have no intention of doing of those things you know you don’t have the ability to do in the first place. Sometimes you might be tempted to accommodate an employee’s request or say yes to an idea, knowing full well the answer should have been no. Don’t be afraid to turn down an employee. The person will appreciate this more than if you say yes and then later break the promise. Tell the Truth : Related to the point above is the need to be completely honest. There’s no reason to mislead your employees or to beat around the bush. Sure, the truth can be hard to take sometimes, but at least your team members will know where they stand and what you expect of them. Similarly, when you’re honest, your employees will be truthful and upfront as well. This will help create an atmosphere where all parties can communicate openly without the worry that someone is holding something back. Treat Others Fairly : When it comes to leadership thoughts and awareness, it’s important for people in position of authority to realize there’s nothing wrong with being direct and blunt, as long as you’re fair in your remarks. Don’t point out other people’s flaws openly, and don’t do so unless the criticism is warranted and designed to help the person improve. Your employees need to know what you expect of them, but you don’t want them to resent you. Keep Your Door Open : Doing this figuratively and literally will build employee trust. Make sure your employees know they can approach you anytime with any concerns or problems. Listen to what they have to say and be sensitive to their needs. Be Mindful of Your Own Actions : From time to time, take inventory of yourself. Evaluate how you’re treating others and what your attitudes are. Building trust is vital, but it’s not as challenging as you might think. Put these steps into practice, and you’ll notice a difference in your workplace.

Four Key Interaction Tips to Welcome Your Customers

If you run a business— no matter what the industry or service may be— you understand the importance of building strong relationships with customers. Giving customers a good experience will keep them coming back to you again and again. In turn, this means growth and stability for your business. However, creating this trust with customers isn’t always as easy as it sounds. It all starts at the beginning from the moment you meet a customer or potential customer. Customer greetings and initial interactions will go a long way in determining their level of satisfaction and whether you’ll see them again. Give Them a Warm Greeting and Welcome If you want to provide excellent customer service, start doing it from the minute your customer walks through your doors or calls you on the phone. Put yourself in the customer’s shoes. How would you feel about the business if you weren’t greeted right away or if you didn’t almost immediately see someone smiling at you and asking what they can do for you? The greeting doesn’t have to be anything out-of-this world. Keep it simple but make it friendly. Find Out What They’re Looking For Depending on what your services are, the customer’s needs might not be obvious. Sometimes the customer will make this known, but often, you need to find out for yourself through thoughtful questions or observations. Simply ask how you can be of assistance or if they have any particular preferences that you can accommodate. Ask what you can do to help. Respond Appropriately This requires listening. Customer experience will not be positive if you can’t address needs and desires. When you ask what the person is looking for, be prepared to address those needs accordingly. If you are confused by anything they say or ask, get clarification. Also, where applicable and possible, give the customer a timeline of how long it will take for you to meet their requests. Check in and Follow Up When you go to a restaurant, you appreciate it when a server or manager comes to your table a few times during the meal to make sure everything is all right. The visit can and should be brief, but the follow-up is essential for good customer service. Once the customer has made his or her purchase and is leaving your establishment, ask if their needs were met and then invite them back. Customer experience will go a long way to determining the success of your business. Welcoming clients appropriately will lead to long-term, devoted customers.

4 Easy Steps to Check Your Call Center QA System Reliability

There’s a huge difference between having a quality assurance system and getting the most out of it. For Call center quality assurance to be effective, it has to be reliable, and center managers need to know how to check their quality processes to ensure that reliability is ongoing. Luckily, there are a few easy and sustainable call center QA program processes to help with this reliability. That way, your call center delivers more to its customers because your QA team is delivering more to the call center overall. Step One: Gap Assessment Knowing where you are and where you want to be allows you to break down the gap between those performance levels into steps that your employees can easily take. To get a baseline, start by comparing where your operations are at against what is generally accepted as standard operating procedure. Once there’s a solid measurement there, it is easier to set goals and to devise processes to bring those goals to fruition. To do that: Determine where your gaps occur and which processes create them. Devise a plan of action that avoids creating circumstances that lead to gaps. Put the plan into place to control for that situation. Measure any changes that occur to your overall call center performance. There might be numerous rounds of adjustment to make for each area where gaps are identified, both because incremental goals are easier to achieve and also because correctly identifying the best control for a process often takes a couple of pilot attempts before you lock in the best solution for your call center QA program. Step Two: Avoid Silo Processes Generally, businesses are more successful when their various departments and divisions pull together, because all of the various efforts throughout the company coordinate and synergize as the organization moves toward its goal. Practically, this can be more difficult to achieve, because larger companies often have departments or divisions that are spread widely enough to make close communication more difficult. The best way to combat this is by bringing together the various measurements and goals of call center management in different departments through the QA program, so that everyone is using everyone else’s data to ensure their quality controls are effective, without causing unintended consequences. This move also has the effect of streamlining the flow of information for call center quality assurance personnel, so they have access to the tools they need to be successful. Step Three: Measuring and Tracking Improvement Incremental improvement on a day to day basis is both more sustainable and more practical, in terms of meeting performance forecasts, than expecting a total overhaul. To promote this kind of growth, though, measuring and tracking performance is essential. That way, not only are you sure your new procedures are effective, you also gain the ability to address plateaus and surges, so your training and quality assurance continue to be effective. Step Four: Training for Every Day Improvement The last step in ensuring QA reliability is turning its processes and controls into actions that employees are able to monitor and use effectively. Disseminating information throughout the company, so that employees understand both the goals and processes of your QA program, is key to this. Employees who understand quality assurance goals are better able to report relevant developments to QA personnel, improving the flow of information and the reliability of the program overall. This blog was first published on LinkedIN

Quality Monitoring System: Think Beyond Dispute Resolution

Using new quality monitoring technologies in combination with quality analytics software is the key to empowering your customer service call center to move to the front of the industry. Where monitoring technology was once used for mainly training purposes and dispute resolution, new technologies that help with analyzing and understanding that data are providing solutions that allow companies to institute quality assurance programs in their customer service departments that match anything found in their manufacturing or service divisions. Analytics Software The key to the entire revolution in call center quality has been the growth of sophistication in analytics software. Modern quality analytics software is capable of guiding your business toward the best practices that lead to increased agent success, improving both individual performances and the department as a whole. This works because these programs are able to coordinate information coming from your quality monitoring technology in ways that allow the accurate measurement of: IVR use and abandonment Agent success rates Call lengths Queue waiting time lengths Customer satisfaction ratings By bringing all of these points of information together, your company can move beyond industry recommendations by monitoring the different elements that correlate to higher success for your agents, in your industry. That way, you know that your procedures are reflected by rising success rates and, when customer attitudes or needs shift, these data points also provide insight that helps you change with them. Monitoring and Metadata Part of the way that these new software packages work is by monitoring what is called metadata—the data that describes the call, rather than a recording of the actual call. This data is much more efficiently gathered by the system, allowing it to be easily sorted and analyzed. When combined with traditional monitoring that is used for training and dispute resolution, this provides multiple ways of interpreting information and gauging results and helps to map individual sites of evaluation onto the company’s larger outlook. Training and Support To get the most out of your quality monitoring technology and quality analytics software, the department also needs to commit to using the information. That means moving beyond reports and supporting employees with tools that help them hold to standards and deliver consistent performances while also understanding better ways to do things as they are learned. This usually means: Evaluation criteria with detailed feedback Calibration meetings to keep everyone on the same page Support and training resources that can be accessed alone or in formal settings Managerial support for employee questions When you bring the supports together, you get an infrastructure for disseminating the information learned from the data analytics, so that way you are able to continue improving your call enter even as it reaches your original objectives. This kind of responsive combination of management and technology also keeps your department versatile and ensures that you know enough to move with your customers. Conclusion Quality monitoring technology is nothing new, but its usefulness has traditionally been limited by the fact that it singles out individual instances. With new quality analytics software and updated technology, though, your company can put together a comprehensive heuristic program that will steer your customer service toward the top of the industry.

6 Secrets to Live Chat Efficiency

Once you’ve added live chat to your websites, don’t stop looking for ways to improve the customer experience. While there is no magic formula you can use to make everything about your business’ online presence perfect, here are some ways you can improve the efficiency of your company’s live web chat services. Establish Chat Priority : Establish a system that allows chats to be answered right away. That system should also have some kind of survey or a brief set of questions for customers to answer to ensure their chats are routed to the right agents. Chat agents that handle multiple chats should be able to establish priority to ensure that each one is handled efficiently and properly. Minimize Chat Times : Your agents may occasionally get a customer who has concerns that require them to engage longer than usual, but that doesn’t mean that all chats should take a long time to resolve. Implement measures to help your agents to minimize the amount of time it takes for them to address and resolve customers issues. Minimizing chat times can decrease response times and prevent long wait times. Live Web Chat Training is Important : The best chat agents are those who undergo regular training and are always looking for ways to improve. In your quest to achieve the perfect balance between live chat agent productivity and efficiency, you need to invest in your agents’ skills by providing training and support. Don’t expect them to automatically know what to do and how to respond to different types of customer scenarios. Doing so can be counterproductive to them and your organization. Train your agents to enhance their soft skills and you’ll see an improvement in their responses to customers and reduce the amount of time it takes them to resolve customer concerns. Integrate Web Chat into Your CRM : Your online chat team can become more efficient if you train them to capture customer information and update it as needed in your CRM. This makes it much easier for them to cater to the needs of your customers when they return at a later date for service or assistance. Canned Responses : Even if your agents are required to be able to type 100 wpm, canned responses can greatly reduce their response times. One of your goals may be to provide customers with a more personable experience, but it certainly doesn’t hurt for your agents to use canned responses. In fact, these responses can provide your agents with additional time to provide customers with the resolutions they seek. Workstation Setup : All of the shortcuts and canned responses in the world cannot reduce response time and increase agent productivity like having a dual monitor setup for each workstation. It’s easier on your agents’ eyes, their hands and facilitates a more immediate acknowledgment of customers to improve the overall efficiency of your organization’s live chat services. While the key to improving chat efficiency isn’t rocket science, it does require you to have a good chat solution. Etech Global Services recommends for you to periodically evaluate the tools, processes and agents you have in place so you can better determine their effectiveness and make improvements as needed. This blog was first published on LinkedIN

5 Mistakes Effective Leaders Always Avoid

No one likes to see conflict on a team, but no matter how well your team members get along or how long you have worked together, conflict is inevitable. A good manager is prepared for these situations and has a toolbox of techniques at the ready to use when necessary. Here are five mistakes to avoid if you are in a team leadership position. Poor Emotional Intelligence Part of your image as a leader is your ability to stay calm under stress and to be approachable by all employees on your team when they need to address problems. It’s impossible not to be frustrated, annoyed and irritated during the course of a busy work day, but don’t let it interfere with your face-to-face interactions. If you sense that you are having a negative emotional response to someone, step away and come back to the issue later when the feeling has passed. You will find that you will have greater clarity on the issue at hand, as well. Inconsistency and Lack of Authenticity Effective team management requires a good leader who has an unwavering message, day in and day out; although you will likely favor some people over others because of personality or like-mindedness, you have to be sure no one is getting favored treatment or more information than others. This doesn’t mean that you create a fake mask to present to the world; workers can always tell when you behave in a robotic fashion instead of establishing and upholding your own value system. What is does mean is that you need to be constantly evaluating yourself to be sure that what you say and do is uniform and consistent towards everyone in all situations. Try not to have one-on-one conversations regarding the everyday workflow, but rather use group meetings, bulletin boards, and conference calls so everyone is included and getting the same message. Failure to Ask for Feedback Your workers should always feel comfortable approaching you and speaking to you frankly about what concerns them. You should likewise always be asking them for an appraisal of your performance as a leader. Other people will have many insights that you could never discover on your own, and you may be surprised at how you are viewed by others. As you become more aware of your strengths and weaknesses, you will become a more effective at team leadership. Thinking You Know Everything Already You don’t want to get caught in an echo chamber. Even with a properly diverse team that has an open line of communication with you, you will only grow in your abilities if you commit yourself to learning more and pursuing training opportunities. You should keep going to those seminars and read articles and books on professional topics. Failure to Set Goals and Measure Progress Self-improvement also requires practice. Set goals for yourself and develop a way to measure your progress towards them. Have a list of goals for every day that you go to the office, but keep it realistic. As you document your actions, you will have a clearer picture of what you are accomplishing and what you should change.

Top 7 Business Benefits of SaaS Versus Traditional Licensed Software

Software as a service is an alternative to traditional licensed software installation in the business environment where the end users create the server, install the applications, and configure all the platforms. SaaS clients do not buy software. Instead, similar to a rental, they are authorized to utilize it for a defined period and pay just for the software they use. Favorable adoption rates: SaaS applications have higher approval rates and lower learning curves because the software is available through standard web browsers. This is significant given the high cost of on-premises software development and implementation versus the low entry cost for SaaS. Businesses don’t want to invest capital in custom developed or off-the-shelf software that users won’t adopt. Pay for usage: IT organizations often overestimate end-user software utilization, such as forecasting an active end-user community growth to 10,000 employees for a particular application when it only grows to 500 employees one year later. Software as a Services enables corporate buyers to pay for active users instead of the forecasted user community. Simpler upgrade process: SaaS vendors manage updates, feature enhancements, and new releases by deploying them to the hosted applications centrally. This process eliminates the need for clients to upgrade applications on end-user desktops. SaaS vendors typically deliver several minor automatic upgrades alongside two to four major updates annually. In this way, SaaS-based applications users can be confident that the software provided by the vendor is always the latest version. Scalability and integration: Some SaaS applications support end-user customization. APIs allow connections to internal applications such as CRMs or ERPs as well as to other SaaS vendors. A notable aspect of integration is automatically sending field written orders to the ERP. It enables salespeople in the field to check inventory, write the order, obtain customer approval, submit it and get confirmation, all in front of the client within minutes. As customers scale with a SaaS vendor, the need for software licenses or investing in server capacity is eliminated. Just modify the subscription. Time-to-market: The Software as a Service vendor provisions the network infrastructure, software, and hardware at the data center narrows customization of the SaaS applications user interface and features. This restriction eliminates delays for internal IT organizations to deploy, enhance, or develop the application. Work anywhere: Users can access software via mobile devices wherever they are connected because it is accessible over the internet and hosted in the cloud. The ability to access the data and software when salespeople in the field need it can mean the difference of a sale. Lower total cost of ownership: The unknown cost to deploy and operate licensed software is a common criticism of licensed software. However, the total cost to run a SaaS application is predetermined. Software as a Service vendors bundle software, hardware, and support services such as business continuity, implementation, help desk, training, upgrades, troubleshooting, and security into a single fee. The result is knowing the overall total cost of ownership in advance. The SaaS software industry is advancing rapidly. In fact, point solutions will continue to fill gaps in the marketing and sales continuum. This blog post was first published on LinkedIN

Six Pitfalls to Avoid with Quality Monitoring Systems

As you evaluate your quality assurance systems you are probably asking yourself, whether they are delivering the results that you and your stakeholders anticipated. If this is not true for your current situation, investigate the root cause and implement any change required to avoid negative impact to your operations and to your brand.A sound quality monitoring system is a foundation for driving agent performance, managing operational costs, revealing training needs and increasing customer satisfaction among many other benefits. Unfortunately, there are certain things which may hinder successful implementation of a quality monitoring system. Here are six pitfalls to look for and tips on how to overcome them. Documentation of Deliverables Lack of fully defined and documented deliverables presents a huge risk of failure, because if you have incorrect or insufficient information regarding your deliverables, you will create risk of failure in your implementation. Quality monitoring goes beyond technology; you need to understand what you it is that you want to achieve and create the necessary plans to achieve each objective. Your input into the software and program details determines your results. Tip: Develop and document a strategic quality framework that will guide all your efforts, and make it public for everyone on the project team to read and understand it. Allocation of Time for Evaluation At the core of any quality monitoring system is evaluation of the customer interaction through the contact medium whether it is a call or chat or other contact means. Allocating sufficient time for contact evaluation and assessing the correct sample size per agent is critical to effective implementation of the quality monitoring system. When you allocate too little time or a small sample size, you affect the accuracy and validity of the results. It is practically impossible to review all contacts, so evaluators need to determine the number of calls to review during what period of time. Tip: Consider using tools that can help you with planning, scheduling and replay/review function. Insufficient Coaching It is one thing to evaluate agents, and it is another to use that information for proper coaching. Inadequate coaching is a huge pitfall because the agents will not understand fully their areas of opportunity, and how to improve them. Coaching is the most effective way to continually improve employee performance by giving them an opportunity to point out their own mistakes and develop their own solutions. He or she will quickly implement the quality program through ownership of the process. Tip: Effective and efficient coaching starts with individualized feedback; empower and encourage agents to self-evaluate. Perceived Favoritism When agents receive evaluation feedback, some may feel that it was unfair especially if it was negative and others got positive feedback. This may lead to resentment and hurt feelings, which eventually affects service delivery. Lack of transparency in the scoring and grading procedures increases this perception. Tip: Use advanced solutions that allow you to incorporate an agent learning center. Reviewed contacts are tagged and notated to facilitate agent self-evaluation and coaching. Evaluators should be trained and calibrated to be fair and partial during scoring for uniform scoring results. Failure to Target Thousands of interactions between customer representatives and customers take place each day. It can be a challenge to determine which ones to evaluate for valuable insight into agent performance and areas that need development and improvement. Evaluating the right calls will ensure that you tackle the right problems, save time and improve agent performance. Tip: Install and utilize software that will allow you to target contacts for monitoring. Depending on which problem areas you want to monitor, you can set parameters to receive notifications regarding targeted behaviors. Ignoring External Factors External factors can paralyze your implementation efforts as much as internal ones. Ignoring the factors that are not within the evaluators and agents control can be a big issue. These factors not only produce difficulties for the agents during their customer interactions, they also generate unreliable quality monitoring results. For example, a product malfunction is a typical external factor which can generate a poor customer experience survey but be entirely outside the control of the customer service representative. Tip: Upgrade your software to include screen recording, because it will give you a 360 view of the process. In summary, lack of defined deliverables, insufficient time for contact evaluation, ineffective coaching, perceived feelings of favoritism, failure to target contacts for evaluation and ignoring external factors are pitfalls that will derail your quality implementation process. Follow these tips and reap the benefits of a sound quality monitoring system. This blog post was first published on LinkedIN

5 Essential Elements of Software as a Service (SaaS)

Every business has its challenges and including in-depth research, business plan development, and meticulous execution. Working towards your vision every day leads to success. Software as a Service (SaaS) business is no exception, with its own particular rules, regulations, and best practices. Because there are so many elements to implement, you can manage these tasks most effectively by tackling one at a time. Cost Per Acquisition What does it cost to acquire one customer? When you take into account all of the related marketing expenditures, it quickly becomes clear that marketing can be an expensive affair, especially when done through the wrong channels. Begin by writing down and accounting for every expense in your marketing campaigns, no matter how small or insignificant they look. To calculate your cost per acquisition, divide the total marketing investment by the total number of customers you acquired in that month. If you are a start up the figure might be higher than what you are receiving at the end of the month, however, it should begin decreasing with more subscriptions, but f you continue to spend more money per customer than your revenues, you will ultimately be unsuccessful. Tip: Use customer analytics to determinine which segment results in the highest returns. Churn Rate How many customers do you lose per month? The customers that keep coming back determine your company’s growth rate. Churn gives you the average number of people that leave your site. A high churn rate could mean your product is not meeting the customers’ needs as they expected or as you anticipated. There may be a possibility that marketing is the issue, but you must determine the problem and fix it as soon as possible for business to remain healthy. Tip: Gather feedback from customers before they unsubscribe for you understand the root cause of the churn problem and address it. Monthly Recurring Revenue Closely related to the churn rate, you also need to calculate your monthly recurring revenue. The higher the churn rate is, the less consistent the recurring revenue will be. By the time you place your product online, you have spent a significant amount of money in developing and marketing it. When sales revenues start coming in, you need to understand not just the total but also what portion of it is recurrent. The recurring cash flow you receive each month shows you the sustainability of the business. If the amount is sufficient to run and grow the business, then you are heading in the right direction. However, if the amount keeps fluctuating, you need to re-strategize. Tip: Invest more time in the recurrent customers, and give them great customer service to retain them. Revenue Per customer Once you know your monthly recurring revenue, you know your key customers. Crunch the numbers to understand how much each customer is worth and explore how to grow their portfolio. It is easier and more cost effective to market to an existing client than to acquire a new one, so focus on leveraging those existing relationships. You can up-sell an upgrade of the product or cross-sell a sub-product that will improve the customer experience. Robust leveraging can bring amazing results to your revenues and margins. Tip: Develop systems that increase the revenue you receive from a customer. The systems should add value for the customer so they want to continue using them. Lifetime value And for long term forecasting, understand the lifetime value of each customer. This is a prediction of how much you will be making in the future and the above metrics will inform these predictions. For example, if your current churn rate is low, your average revenue per customer is increasing, then the lifetime value will be high. The lifetime value indicates the most profitable customers to invest in for the best returns in the future. Tip: Let your finance team help you with these detailed calculations. SaaS business is a matter of numbers. If the numbers do not make, then figure out why and make improvements or move on to a more profitable segment. The above metrics are all closely related and they represent how well your product is doing in the market, and what you need to change. If these metrics are aligned with your vision, dedicate your time and expertise to make your SaaS business profitable.

Get Insights to Customer Service Through Quality Assurance

Offering exceptional and seamless customer service guarantees steady business growth, because customers will be satisfied with the services you offer and will become loyal. Loyalty translates into consistent revenues and quality assurance is at its core. Quality assurance is the systematic process of monitoring how well products or services meet specific quality requirements. Most companies have a well- defined quality assurance program, because they know that to meet and exceed customers’ expectations, they need to continuously inspect the quality of services delivered. Poor customer service impacts your bottom line. You start by losing customers, who in turn tell their friends about your service, and then they also leave and the pattern continues. This downward spiral can be disrupted by an accurate focus on the correct customer service metrics. First Contact Resolution Rate : FCR is one of the most important metrics in the contact center. It measures how many customers’ issues are resolved on the first contact. When customers are satisfied with your services in the initial contact, they will trust you and come back again.A high first contact resolution rate indicates a high customer satisfaction rate. Measuring FCR leads to improved customer experiences, because your team will understand which behaviors are correct and which need to be improved. If you start with a low rate and with time it increases, you agents will be motivated, leading to job satisfaction and happy customers. Response Time : How long does it take your agents to respond to customer queries? Response time is the period between when a customer makes a request and the time that they get a response. Slow service indicates incompetence or lack of urgency. If you want to retain your clients, then respond to them in a timely manner. Not every issue can be resolved immediately, however, that does not mean that the customer has to wait very long to get a response.Response time gives you insights into the quality of services you are offering. When your average response time keeps reducing, it means your services are improving and customers are satisfied. Total Volume by Channel : This metric is the baseline of other metrics. It indicates the total volume of inquiries you receive per channel. If you are running a contact center, you attend to customers via different platforms. Measuring which medium customers prefer to use will help you meet them where they are and how they want to be met.It is also important for the company to focus on the channels with the highest return on investments. For example, if your clients like contacting you through live chat, then to offer exceptional experiences, upgrade your tools and ensure that staffing levels are appropriate to the volume. Quality assurance provides these insights into the customer experiences delivered. Abandonment Rates : Your contact center exists to meet customers needs, if they keep abandoning conversations, then there is a serious quality issue that needs immediate attention. Remember customers have many options and with an instant gratification need, you have to give them reasons not to look elsewhere. Statistics show that 71% of customers on live chat expect help in less than 5 minutes. If the handle time is more than that, they abandon the conversation. These rates provide insight into agent speed and staffing gaps. Adjustments you make from the insights gathered, affect the customers directly. Developing and implementing a quality assurance program is the only way to guarantee that your customer service meets the expectations of your customers. Begin by focusing on these metrics, first call resolution rate, response time, total volume by channel and abandonment rates, to transform your insights into the quality of services your customers deserve.

Resolving Customer Grievances on The First Call- Why it is as important as you think

For a business to experience consistent growth, it needs repeat customers. It is more expensive to attract new customers than to maintain existing ones. Every new customer comes through your ability to create content, advertise, make sales calls, follow up, and all that costs you. However, with your existing customers, your main goal is simply to satisfy their needs. When you find ways of nurturing your existing customers, you will generate a steady flow of repeat business. A customer will call you for assistance. How you handle their needs will determine when and if they return. How long it takes you to resolve their problem will determine their level of satisfaction with your services. There are many variables that may cause you not to finalize with the customer in the first call- some of which are out of your control. Nevertheless, your goal should be to resolve customers’ issues as best you can or provide a solution on that very first call. So why is it important? While there are countless benefits here are a few to get you started. It encourages efficient call handling : A phone call is one of the most effective ways of getting assistance from a representative because you get immediate answers. When your team focuses on resolving customer grievances during the first contact, they learn better call handling practices.For example, if a representative is use to escalating calls to the manager, it gives you an opportunity to check why they are not handling the customers. Once you get to the root-cause, which might be a lack of confidence or product knowledge, then you can train it. The next time that representative answers the phone, they will be ready with solutions, not escalations. The result is a satisfied customer who doesn’t have to wait for that satisfaction.Efficient call handling has an impact on your bottom line results. The time spent on a customer will reduce significantly, your customers will be happy with your services, your representatives will be motivated and will enjoy their jobs and often that results in increased profitability and reaching objectives. It has direct impact on customer satisfaction : There is a direct correlation between first call resolution and customer satisfaction. When FCR rate goes up, the levels of customer satisfaction follows suit. Resolving a client’s issue in your first interaction increases NPS. The higher the NPS the more positive reviews your customers will provide. There is nothing like a referral from a happy customer.On the flip side, if it takes two to three calls to resolve a problem, the customer will be frustrated with your services and opt to look elsewhere for better solutions. It is in the best interest of all stakeholders to resolve any issues in that first interaction. A high FCR rate will keep you ahead in the noisy marketplace. It motivates agents : Employees are at the core of a customer interaction. In essence, you measure the first call resolution rate based on the data. That data often tells a story.A high FCR motivates a representative. The more efficient the rep the more likely they are able to be recognized for doing the right things. Working in the call center can become stressful, making it easy for representatives to quit or stop trying to get better. However, when your representatives are motivated, they will overcome the challenges that come with being a representative.Motivated employees will deliver excellent services simply because they enjoy assisting customers, especially when they know how to. It reduces employee turnover : One of the main challenges facing contact centers is extremely high turnover rates. Many factors contribute to the turnover; however, other factors reduce the rates. First call resolution is one of the elements that can reduce churn in your center. Representatives who can resolve an issue in the first contact will feel great about themselves and the organization as noted above.That feeling will raise their confidence leading to increased satisfaction at work. Often it is the customers we must handle several times that create frustration for not only the customer, but the representative. The longer it takes the higher probability that neither party will be satisfied in the interaction. Representatives who deal with those type of customers often find themselves dissatisfied with their jobs, and often it trickles over to their results. In a results driven environment this translates into lower commissions and lower job satisfaction, and ultimately higher churn. While this topic has been discussed, it is one worth revisiting time and time again. The importance of resolving customer grievances on the first call is important to not only the satisfaction of the customer, but the longevity of your representatives. Encourage efficient call handling, train your representatives, provide them the tools necessary to handle those grievances. I assure you that you will see the impact not only to the moral of your team, but in higher NPS scores, and ultimately a happy team, a happy customer equals a higher profit margin.

3 Ways to Help Others Develop Valuable Leadership Skills

Leadership skills do not come naturally to most people, but almost everyone will need them at some point. Most people will inevitably be faced with situations that require them to exercise leadership skills in various aspects of their life ranging from personal to professional. As a leadership coach, it is important for you to understand the various stages of the leadership journey. Once you understand what it takes to become a leader, you will have an easier time helping others develop valuable leadership skills that will help them throughout their lives. According to Blanchard’s Situational Leadership® II model, people who are learning a new task or skill go through four predictable phases. They start in the Enthusiastic Beginner stage then make their way through the remaining stages until they are Self-Reliant Achievers. Those who have made it to the latter level feel confident in their current roles. Due to the level of comfort and familiarity they have achieved in their current positions, they often have trouble adjusting when they take on leadership roles for the first time. As a leadership coach, it is your job to turn Self-Reliant Achievers into confident leaders. Here are three ways you can utilize your coaching skills to help new leaders get past their initial nervousness and uncertainty until they develop the leadership skills they need to succeed. Set Realistic Expectations One of the most common problems new leaders run into is setting unrealistic expectations for themselves. As a coach, it is your job to reinforce the fact that developing new skills takes time and effort. Once individuals in leadership roles realize that each attempt they make is a step towards success and greater experience, they will see their professional journey in a whole new light. Leadership skills don’t just pop up overnight. They must be learned and developed before they can be mastered. Put Knowledge Into Practice You can’t learn a new skill unless you put your knowledge into practice. Even if you fail, you still grow and learn something new from the experience. One of the most important things a new leader can do is try over and over again until they get it right. Accept Help When placed in a new leadership role, it may feel like you are expected to know everything right from the start. However, the best leaders are those who know how to ask for and accept help from others when needed. Most people will not look down on you if you ask them for their advice or expertise. In fact, they are more likely to be flattered at the opportunity to share their knowledge with you. There is no need to try and do it all alone when you have helpful resources all around you. Collaborating with others is also a great way to enhance organization culture and improve interdepartmental cooperation. Becoming a successful leader is a difficult process that can be painful at times. However, with perseverance and proper coaching, anyone can accomplish their goal. Great leaders become invaluable assets to their companies and communities and enjoy rich rewards for their hard work.

3 Easy Steps to Improve Customer Service Through Live Chat

Customers are doing more online shopping than ever. Many of them are turning to the internet because they want to be more in control of their transactions. They do not necessarily want to interact with people on the phone and in person. Internet Retailer reports that improved wireless networks and mobile devices are the driving force behind online sales, which are expected to increase by 56 percent from 2015 in the next five years. Businesses that are looking to take advantage of this trend need to do more than create spectacular websites. They need to implement measures that allow them to improve online customer experience. Etech Global Services offers the following suggestions for companies who are looking to use online customer service to corner the market. Accessibility is Crucial : Customers expect a lot from any website they intend to do business with. Whether they are searching for information or looking to place an order, your live web chat tools should not be hidden or obscure. Chat support should also be easily accessible. Your chat boxes should be as intuitive as your websites. They should appear as soon as customers access your sites and they should be easily noticeable and accessible if they are closed accidentally or intentionally. Many customers are not looking to engage with anyone when they are online. However, when they need answers, live chat is often the first source of assistance they seek. Speed Up Response Times : The rate and efficiency at which your online agents respond to customers are very important. So is the amount of time it takes for them to resolve issues. One of the biggest incentives for consumers to do business online is that it allows them to get things done expeditiously on their time. They do not have to pick up a phone and wait to be serviced. Instead, they can get on their tablets, cellphones and other electronic devices to get the services and products they need whenever they want. Regardless of how well your websites are put together, live web chat tools can drastically improve overall customer experience with your online business. As long as assistance is provided in a quick and efficient manner, you’ll gain more customers and increase consumer loyalty. Provide Ongoing Chat Agent Training and Support : Agent training is just as important as the quality of the live chat software you are using. Agents need to undergo continuous training in order for them to maintain their efficiency and productivity. They need to know how to anticipate the needs of customers and how to deliver the necessary results right away. They should also have access to support in case they run into customer situations where they are not knowledgeable enough or equipped to handle them. Live web chat is one of the most effective tools that businesses have in the online world. It helps to bridge the gap and improve the relationship between customers and businesses in a multitude of ways. When leveraged properly, live chat can be a very powerful weapon that can enhance customer service to improve your business’ bottom-line. This blog post published in LinkedIn By Jim Iyoob

FCR- Are You Making It a Priority?

Where does FCR rank in your list of priorities? The role of the contact center is to offer customer services to their clients. The key is to exceed expectations and provide superior customer experiences at all times. There are no exceptions. If you don’t deliver then the client moves on to the next center and the customer moves on to the experience they are looking for. FCR is a critical measurement that gauges how well you are meeting your customers’ needs and how satisfied they are with the service you provide. The challenge for the contact center is to consistently maintain the high-quality standards of service that the client expects. Remember you represent their brand and so the experience you provide is a direct reflection of them. How can you ensure that you are among the top contact centers and what metrics should be your main focus? It has been my experience over the years that FCR, when analyzed well, will differentiate you from the competition. Look at is this way. It is an all-encompassing metric The digital advancement changed how call centers operate. It is not just about phone calls anymore. It is now about being where the customers are and social media will play a major role in how customers discuss your brand; they post, email, chat, and tweet. The definition of FCR has expanded over the years from First Call Resolution to First Contact Resolution. It includes all points of contact with the customer, and means that the customer’s issue will be resolved by the first person they contact no matter where that contact takes place. Think about it. If a customer with a billing problem chats with an agent via the website, they are looking for that agent to resolve their issue. We live in a fast paced, instant gratification society. Customers want a superior experience and expect that they will get it no matter where they are contacting the company. It measures quality standards FCR is a quality metric. It helps to measure the quality of services rendered to customers. Today’s customer have high expectations and they should. When asked, the customer states that getting a solution from the first person they contact tops the list. The connected customer has more options today than ever before when it comes to products and services. Your contact center needs to meet his or her expectations in the best, and fastest, way possible. At the end of the day when you offer superior customer experiences, you will have high customer satisfaction levels for your brand and the brand you are representing. It helps you identify training needs Training is a fundamental element for the success of your contact center because it improves agents’ performance. FCR provides you with information gaps that can help you streamline training. If you are measuring FCR properly you can identify the weak areas of your center and focus on providing the necessary knowledge and competencies to handle the customer issues you are missing. Monitoring FCR via your quality assurance team and calibration sessions will help you highlight the specific areas you must focus on. The sooner you identify those areas the quicker you can improve your agent’s knowledge base and close the gaps. It gives you a better understanding of your customers A contact center is a customer-centric company and having a good understanding of the customers you serve will help you provide the experience they are looking for. Using FCR, you gather vital information about your customer needs. Why did they call? What are their common issues with a product or service? Do they have common misconceptions that you can outline in your frequently asked questions page? This is all information that helps marketing, customer service, sales and leadership work to provide the experience that the customers want vs. what we think they want. It increases efficiency Inefficiency in a contact center will quickly eat away at profitability and your brand. When customers are dissatisfied with the service and employees frustrated with their jobs due to lack of knowledge you will lose them both. FCR data illuminates root-cause issues and provides the foundation for training, coaching and development to stop what is hindering an organization’s ability to provide the customer support necessary to maintain high customer satisfaction levels. So where do you stand with FCR? If it isn’t a priority today, you may want to start looking at how you are measuring the customer experience and if you are in line with what the customer is saying about the service they are receiving vs. the service they expect. Bottom line when you resolve customers issues at first contact you are leaving a customer with more time to promote you and the brands you represent! This blog was first published on LinkedIN

3 Tips To Help Create the Best Chat Experience

To stay on the cutting edge of customer service, you’ll want to offer your customers every available avenue to provide help and support. One of the newest, most innovative and customer-friendly methods is live chat support. Studies have shown that customers prefer this type of communication with companies over the phone or email. You might be surprised, in fact, to learn that customer satisfaction rates for live chat support are 73 percent. In comparison, email as a customer service route received 61 percent approval, while phone support only received 44 percent. Why wouldn’t customers pick online chatting over other avenues? For starters, with a live chat service, your customers are able to browse through your website at the same time they’re having their questions answered. This simplifies your ability to direct them through areas of the site where you’re helping them. Real-time chat sessions give your customers the best of all worlds here. How do you provide your clients the best possible live support experience? Take a look at the following three tips to keep your customer satisfaction rates at their peak. Train Your Team : “Chatting” with customers involves more than friendly banter. Your team will need to know how to understand the customer’s questions, accurately resolve problems and turn around dissatisfaction. Your chat team members will benefit by learning professional chat methodology principles and response tools, which will enable them to effectively communicate through a medium that might otherwise seem neutral or emotionless. Training courses are an invaluable element in keeping your chat team efficient, yet personable. Know Your Customer Demographic : With direct personal interactions, it is easy to adjust your style of speech and vernacular to match that of your customer, and therefore establish a rapport. However, you lack this type of face-to-face exchange in a chat session. It isn’t always possible to tell whether you’re chatting with a 20-something or a senior citizen. The issue goes beyond age – factors such as location, personality and background also apply. It can be challenging for chat personnel to discern these tidbits of information through a computer monitor. Even so, being able to identify with your customer by picking up on and matching his or her unique inflections is a valuable skill. Quantitative research studies can be vital in providing insight into your company’s particular demographic and average customer base. Understand Your Customers’ Needs : What exactly is it that your company provides, and what might they have issues with that prompt them to seek your help in a chat session? Being able to fully understand the help a customer may need, your particular services and your products is the golden ticket to providing stellar online chat support. You and your team might understand every aspect of your business inside and out, and that in itself makes a huge difference. However, you will get more in-depth, intuitive results by investing in objective research based on third-party interviews. In this way, you stand a much better chance of seeing your customers’ concerns through their eyes. Live chat support should be fun, engaging and thoroughly rewarding for your customers. These tips should help you elevate your team to chat superstars. This blog was first published on LinkedIN

Becoming a Focused Leader Part 1

Effective leadership encompasses a myriad of activities but may be thought of as being primarily about directing staff to achieve company goals. Providing that successful direction can be accomplished by targeting leadership focus on the most critical areas. Although focus can be defined as a central point of attention or activity, to be an efficiently focused leader, you must develop the ability to shift attention to the right target at the right time, sense current trends, and growth opportunities. The result will be that the people who follow you will shift their attention to the things you focus on. The urgently focused leader will develop the ability to: Focus on yourself Focus on others Focus on the outer world As Daniel Goleman quoted, “Leaders guide attention. But a single-minded focus on goals can run roughshod over human concerns.” Therefore, you need to be alert not to focus on one area and neglect the others. The challenge is in finding the balance that yields results based on organizational structure. In part 1 of this discussion, we will dig deeper into the first focus point. Focus on Yourself Focusing on yourself does not mean being selfish and working to advance only your personal agenda at every meeting, it means practicing emotional intelligence. You can read more about emotional intelligence here. It begins with being self-aware and in touch with your inner voice. As you develop self-awareness, your gut feelings can simplify your decision-making process by guiding your attention toward the best option. The more you listen to those gut feelings, the more comprehensively you will understand them, leading to better use of your intuition. As a word of cautionary balance however, you should not make all of your decisions solely based on gut feelings only. This process also requires open awareness, meaning that you take note of everything going on around you while at the same time maintaining attention on the critical tasks at hand. Self-control follows self-awareness and includes the cognitive control of your attention where you want it and keeping it there no matter what happens. For example, if you were working on your quarterly sales report and then a colleague calls to chat, you would ask to call them back later. You continue to pursue your goal despite setbacks and distractions. The same self-control helps you keep calm during a crisis to think objectively about the situation and make solid decisions. Self-control is also about exercising your will power. It influences how you act when you exercise self-restraint versus self-gratification and voluntarily disengage your focus from any minor disruptions. You must develop the discipline to resist distractions and concentrate on critical goals. Focused leadership is a balancing act that starts with introspection and evolves to impact the people around you. When you are self-aware and practice self-control, your team will take note and work collaboratively to reach your business goals. Part 2 of the Focused Leader discussion will be coming soon. This blog was first published on LinkedIn

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