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December 09, 2010 Austin Contact Center Alliance November Luncheon TWC Tour

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Austin Contact Center Alliance November Luncheon TWC Tour. December 09, 2010. Agenda. Business Overview: Michael Davolt, VP Customer Care Daily Operations: Kolete Rife, Dir. Customer Care Quality Monitoring: Melinda Pettengill, Quality Reg. Mgr. Talent Acquisition: - PowerPoint PPT Presentation

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Page 1: Austin Contact Center Alliance  November Luncheon  TWC Tour

December 09, 2010

Austin Contact Center Alliance

November Luncheon TWC Tour

Page 2: Austin Contact Center Alliance  November Luncheon  TWC Tour

AgendaBusiness Overview:

Michael Davolt, VP Customer Care

Daily Operations: Kolete Rife, Dir. Customer Care

Quality Monitoring: Melinda Pettengill, Quality Reg. Mgr.

Talent Acquisition: Mark Sullivan, Dir. Talent Acquisition

Workforce Management: Kaia Ralston, Reg. Workforce Supr.

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Page 3: Austin Contact Center Alliance  November Luncheon  TWC Tour

Time Warner CableTime Warner Cable is the second‐largest cable operator in the U.S., with

technologically advanced, well‐clustered systems located mainly in five geographic areas — New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. As of June 30, 2010 Time Warner Cable serves more than 14.4 million customers who subscribe to one or more of its video, high‐speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable.

Time Warner Cable employs more than 47,000 people across the U.S.

Time Warner Cable owns and provides customers with exclusive, local, all-news TV channels in New York, North Carolina and Texas that give viewers content targeted to their community interests and concerns.

 Our Customers

14.4 million customer relationships 9 million digital video customers 9.2 million high-speed data services to residential customers and a growing

number of business customers 4.3 million residential Digital Phone subscribers3

Page 4: Austin Contact Center Alliance  November Luncheon  TWC Tour

Mission and Values

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Page 5: Austin Contact Center Alliance  November Luncheon  TWC Tour

TWC Central Texas

5 110 miles

140

mile

s

Page 6: Austin Contact Center Alliance  November Luncheon  TWC Tour

CTX Customer Care TeamVice-President: Michael DavoltDirectors: Kolete Rife and Evelyn VaughnBilling Managers: Ray Gonzales and Denise

Steinhagen9 Supervisors120+ Agents

Repair Managers: Clint Oller and Lars Gaba10 Supervisors160+ Agents

Retention Managers: Eileen Edwards and 8 Supervisors 110+ Agents

Supported by regional teams in Austin as well

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Page 7: Austin Contact Center Alliance  November Luncheon  TWC Tour

CTX Call Center StructureRegional and Division Shared Structured

Region supports: Reporting, Workforce, Quality Control, Outsourcing, Project Management, Training etc…

Division supports: Staffing, Coaching, Management, Human Resources, Policies and Procedures etc…

Shared ResourcesWorking towards virtual call centers around the state

that look locally first, regionally second and outsourcing third.

Balancing service level, quality support and costsOutsourcing

Guatemala (video repair), Costa Rica (billing), USA (billing/retention), Phillipennes (Internet support)

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Page 8: Austin Contact Center Alliance  November Luncheon  TWC Tour

Care ChallengesEmotional Product Agents support multiple product linesComplex billing and packagingHighly advanced and cutting edge

technologyThousands of miles of plant Customer self-inflicted issuesCross functional communications

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Page 9: Austin Contact Center Alliance  November Luncheon  TWC Tour

Kolete Rife, Director Customer Careand

Clint Oller, Manager Customer Care

Daily Operations

Page 10: Austin Contact Center Alliance  November Luncheon  TWC Tour

Our Focus:Quality Monitoring:

focus on quality to provide customers “best in class service

provide 1:1 feedbackFirst Call Resolution:

care for customers’ needs with one callreduce call volume/ reduce wait time for customersensures customer satisfaction

Sales:educate & reinforce valuedriving revenue (revenue generating center versus

cost center)Voice of the Customer

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Page 11: Austin Contact Center Alliance  November Luncheon  TWC Tour

Performance Expectations:Driving success (carrot)

Setting goals with financial rewardsperformance and sales based

Minimum goals (stick)setting basic requirements of jobhelping to establish clear expectationssupports requirements of HR

Keeping Score: Scorecardsupervisor & agent accessibilityallows for focus/performance improvement

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Page 12: Austin Contact Center Alliance  November Luncheon  TWC Tour

Supervisor Expectations:Daily team interaction:

allows opportunity to build rapport/trustidentify strengths/challenges

On the call-center floor:identify issues with process and toolsidentify training needs of agentside-side coaching

Coaching:allows for 2-way communicationcommitment from agent/employee

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Page 13: Austin Contact Center Alliance  November Luncheon  TWC Tour

Employee Participation:Check the pulse of employees:

- meet with agents for feedback- focus groups- what’s working

Communication Team:- highlighting peer performance

Atmosphere Team- peer coaching- hints/tips

Make it a “FUN” place to work- happy employees make happy customers

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Page 14: Austin Contact Center Alliance  November Luncheon  TWC Tour

Melinda Pettengill, Manager Regional Customer Care Quality

Quality Assurance

Page 15: Austin Contact Center Alliance  November Luncheon  TWC Tour

Regional Quality InitiativesMonitoring of agentsFeedback sessions monthlyOne on One’s with SupervisorsTriangle MeetingsCalibrationsOutsourcer monitoring

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Page 16: Austin Contact Center Alliance  November Luncheon  TWC Tour

Agent MonitoringAgents are monitored for five calls per month / per

agentScores are immediately available for the agents to

review in NICEAny disagreement with the score is open for discussionWe address behaviors versus scoresSub-Attributes enable us to deep dive into missed areasWe look at trends in areas we can partner with Training

on developing Continuation Training and identifying gaps

New Employee Nesting monitoring program to assist with the agents transition to the Call Center

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Page 17: Austin Contact Center Alliance  November Luncheon  TWC Tour

Feedback SessionsEach agent receives feedback on their calls

monthly by a Quality AdvocateDuring the Feedback session we score a

call with the agent so they are familiar with the expectations and the “Why” behind the requirement for better buy in

Feedback sessions allow the agent to target their area(s) of improvement and how they are going to achieve the goal. This empowers the agents and make them accountable

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Page 18: Austin Contact Center Alliance  November Luncheon  TWC Tour

Supervisor One on OnesAdvocates meet monthly with each Supervisor

they score and discuss team trends with Sub-attributes

Supervisors and Advocates collaborate on the plan per agent for the upcoming month

Supervisors discuss areas they would like the Advocates support in

Discussions around incentives for the team and ways to help improve performance are considered as a team

This improves our partnership with the Call Center and positions Quality as a consultant and support to the Supervisor

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Page 19: Austin Contact Center Alliance  November Luncheon  TWC Tour

Triangle MeetingsSupervisors and Advocates meet with the

agent together to discuss performance The Agents, Supervisor and Advocate work

as a team to identify areas of improvement and develop a plan to advance the agent

Follow up meetings are arrangedMost centers it is mandatory for

Supervisors and Advocates to have Triangle Meetings with agents who perform under acceptable

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Page 20: Austin Contact Center Alliance  November Luncheon  TWC Tour

CalibrationsMonthly calibrations are help between Call

Center leaders and Quality to score 2-3 calls in their genre

Calls are scored together and then the floor is opened for discussions to resolve areas which are scored differently

Supervisors are required to attend one calibration per month

Provides consistency in the program and has kept our scoring variance below 5%

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Page 21: Austin Contact Center Alliance  November Luncheon  TWC Tour

Outsourcer MonitoringQuality Auditors are monitoring our Outsourcers

calls directly from their Call Management systemsCalls are scored on the same forms we use for

internal monitoringFeedback is delivered to the agent via email

which also includes their supervisor and QA department

Calibrations are conducted monthly with all Supervisors and QA, along with their leaders to clarify and discuss differences

Allows us to validate the Outsourcers internal scoring of their agents as presented to TWC.

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Page 22: Austin Contact Center Alliance  November Luncheon  TWC Tour

Mark Sullivan, Director Talent Acquisition

Recruiting

Page 23: Austin Contact Center Alliance  November Luncheon  TWC Tour

The Team

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Page 24: Austin Contact Center Alliance  November Luncheon  TWC Tour

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networking

communityreferrals

job boards

recruiting

social media

outreachjob fairs

Talent Acquisition

Page 25: Austin Contact Center Alliance  November Luncheon  TWC Tour

Partnership

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Page 26: Austin Contact Center Alliance  November Luncheon  TWC Tour

Customer Satisfaction

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Page 27: Austin Contact Center Alliance  November Luncheon  TWC Tour

Challenges

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Page 28: Austin Contact Center Alliance  November Luncheon  TWC Tour

Continuously Seeking Improvement

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Page 29: Austin Contact Center Alliance  November Luncheon  TWC Tour

Questions