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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
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
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.
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
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%
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
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
Thank You
Aegis Proprietary and Confidential