View
70
Download
1
Category
Tags:
Preview:
DESCRIPTION
Presented at the May 2014 Sunrise Scrambler
Citation preview
Driving Customer Experience through A Clear & Consistent Message to Employees
Jamie Haenggi Chief Marketing & Customer Experience Office, Protection 1
The Largest Full-Service Provider of Electronic Security
Over 70 branch locations across the US; 5 Call Center Operations
Homes Commercial & Integrated Systems
National Accounts
“What differentiates Protection 1 in the marketplace is our customer experience” - Tim Whall on CNBC’s Mad Money with Jim Cramer
Our Mission: To Grow
The Perfect Day in Protection 1 Call Centers
CLEAR & CONSISTENT
It Starts From The Beginning
• Arrival of your interview experience
• Training experience designed for perspective – Welcome Committee – High level overview – Branch insight – Individual impact
• Who & how you recruit can
make a difference
Longest Call Waiting
2013
“They just care about the stats…”
Employee survey revealed employee disconnect between their metrics and the customer experience
Be Clear And Measure What Matters
• Dependability • Average Handle Time (AHT) • Quality • Attitude and Appearance
“HOW DO YOU KNOW?”
“DID YOU HAVE A GOOD DAY?”
There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Explain how center works
• Get to the heart of the issue
• Create culture for employee engagement & peer accountability
There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Helps keep you “on track”
• It’s an average
• Tenured and new reps can consistently meet goal
There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Tied individual encounter to customer loyalty
• Develop QA process that focuses on “Experience”
• Align scoring with P1 culture
There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• It’s a choice
• It does matters
…more importantly it gets results!
2013
Ensuring A Clear & Consistent Message About The Customer Experience
Thank you! Questions & Answers
Recommended