free training series | enabling chat | key success factors in chat implementation

Enabling Chat -- Key Success Factors in Chat Implementation

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Jeff Rumburg is a co-founder and Managing Partner at MetricNet, LLC. Jeff is responsible for global strategy, product development, and financial operations for the company. As a leading expert inbenchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, and GM. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide.

Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on business and product development for IT benchmarking. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses. Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute.

Your Presenter: Jeff Rumburg

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Your MetricNet Presenter: Jeff Rumburg

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Your Bomgar Presenter: Greg Cowart

Greg Cowart is a Manager of Business Solutions at Bomgar. Greg has over 13 years of experience in contact center operations and management. As the Business Solutions Manager, Mr. Cowart uses his wide range of experience working with contact centers in multiple locations, vendors, lines of business, and contact methods to provide creative solutions to customer problems including operations assessments, metrics and analytics, business processes, staffing, project planning and implementation, coaching, and real-time management. Prior to working at Bomgar, Mr. Cowart was Director of Customer Communications at Sterling Currency group where he oversaw Customer Service and outgoing customer communications.

• Benefits of Chat Support– Additional method of support for customers – Concurrent sessions improve productivity– Reduced agent workload

• Canned Messaging• Integration to self-help and portals • Some advanced tools even offer Scripting

– Collaboration • Real Customer Results

– 20-30% increase in staff productivity– 35-45% improvement in first call resolution– 25-50% reduction in incident handle time– 10% improvement in customer satisfaction

WHY SWITCH TO CHAT SUPPORT?

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Have you considered the impact chat can have on cost per contact?

Source: HDI “2013 Practices & Salary Report”

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Cost per Contact

• Benefits of Chat are often not realized– Slow or failed implementation

– Challenges of implementation• Technical challenges

• Organizational challenges

• A Proposed Solution– Learn from the industry’s success stories

– Build upon best practices

– Follow a proven approach

So What’s the Issue?

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Polling Question

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#1Develop Implementation PlanHow to Start

– Identify the key areas of a successful project– Understand your goals for Chat Support– Set targets and milestones for your new channel of support

BEST PRACTICES CHAT SUPPORT

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BEST PRACTICES IN CHAT SUPPORT

#2 Identify OpportunityDrive Demand

• Determine ideal chat volume– A detailed call driver analysis

will provide a good list of chat candidates

• Determine requirements for:– Staffing– Hiring & Training– Communication Planning

• Set milestones and checkpoints to view progress and evaluate your strategy

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#3 Session Initiation & RoutingGetting to the Right Agent


• Provide customers fast ways to access support– Company website or support portal– Self-help center– Imbedded within a software application– From their desktop

• Route customers intelligently– Skill Based Routing:

– Identify agents skill sets– Use a Skills Matrix to design routing– Route issue type to proper agent

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Interrelated Components of Workforce Management–Forecasting: Analysis of past data, adjusted for anticipated conditions, to determine future demand requirements–Capacity Planning: Estimated staff requirements, both long term and short term, to handle the forecasted direct labor needs–Scheduling: Planned roster of staff by interval to meet the estimated direct labor needs–Real-Time Management: Actions and decisions to optimize short term performance

#4 Workforce ManagementManage Inputs


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WFM for Chat is more complex than WFM for Phone Channel

•Consider the following:– Start with phone based WFM process– Adjust for concurrent sessions, how many per agent?– Adjust for collaboration

•Example of advanced inputs for Chat WFM– Duration (AHT)– Complexity of Issues– Level of Engagement – Workflow Responsibility– Level of Focus– Customer Type (consumers vs systems admins)– Customer Expectations (ASA and ART targets, Abandonment Rate,

Time to resolution, CSAT)– Customer Response Time (ART, % idle time)

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#5Hiring & TrainingDifferent Skills & Profile

Key Applicant Attributes– Experience– Ability to Learn– Education– Keyboarding Skills– Multi-tasking– Communication Skills

Develop a Hiring Profile

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Chat Agents vs. Voice Agents

UniversalAgents

Voice Chat

Welcome to Bomgar Chat. How may I help you?

Cross-training some agents for both voice and chat can improve efficiencies Agents should be on either chat or voice, not trying to do both at the same time

The skill sets, however, are different Good voice agents don’t necessarily make good chat agents 13

Polling Question

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Develop Agent Skills Through Training– Average Response Time– Setting Expectations– Accuracy of Responses– Direct Responses/Answer Customer Questions– Conversational Flow– Patience

Train to Impact Customer Experience– Brevity and staying on point– Grammar, spelling and sentence structure– Chat Etiquette– Voice and tone– Terminology– Personalization

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#6 Reporting & AnalyticsGetting Actionable Insights


• Determine the Key Performance Indicators

– Input Metrics– Output Metrics

• Set Targets• Create a Performance Dashboard• Implement Management by Metrics

Methodology– Evaluate Performance– Decisions & Actions

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The Most Common KPI’s for Chat

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Cost per Chat Session

Cost per Minute of Chat Handle Time

Cost Productivity Service Level

Quality Contact HandlingTechnician

Average Chat Speed of Answer (ASA) (minutes)

Chat Abandonment Rate

Inbound Chats per Technician per Month

Technician Utilization

Chat Technicians as a % of Total Headcount

Chat Quality

Chat First Contact Resolution Rate

Chat Customer Satisfaction

Chat Net Promoter Score

Annual Technician Turnover Daily Technician

Absenteeism Technician Occupancy New Technician Training

Hours Annual Technician Training

Hours Technician Tenure (months) Technician Job Satisfaction

Inbound Chat Handle Time (minutes)

% of Contacts Originating in Chat

% of Contacts Resolved in Chat

% Failover Rate from Chat to Voice

Average Concurrent Chat Sessions

Max Concurrent Chat Sessions

Your Support Center Performance

Performance of Benchmarking Peer

Group

Determine How Best in Class

Achieve Superiority

Adopt Selected Practices of

Best in Class

Build a Sustainable Competitive Advantage

The ultimate objective of

benchmarking

COMPARE

The Benchmarking Methodology

Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to receive your copy!

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Benchmarking Chat

Polling Question

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Polling Question

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Benchmarking Statistics for Chat KPI’s

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Cost per Inbound Chat Contact $11.21Cost per Minute of Inbound Chat Handle Time $0.91Inbound Chats per Technician per Month 671Chat Technician Utilization 54.1%Chat Technicians as a % of Total Headcount 84.4%Average Chat Speed of Answer (ASA) (minutes) 3.93Chat Call Abandonment Rate 13.2%Chat Call Quality 80.2%Chat First Contact Resolution Rate 70.3%Chat Customer Satisfaction 79.5%Chat Net Promoter Score 63.2%Annual Chat Technician Turnover 22.9%Daily Chat Technician Absenteeism 8.1%Chat Technician Occupancy 73.1%New Chat Technician Training Hours 163Annual Chat Technician Training Hours 31Chat Technician Tenure (months) 52.2Chat Technician Job Satisfaction 75.8%Inbound Chat Handle Time (minutes) 12.90% of Contacts Originating in Chat 10.9%% of Contacts Resolved in Chat 6.6%% Failover Rate from Chat to Voice 32.0%Average Concurrent Chat Sessions 0.84Max Concurrent Chat Sessions 2.75

Cost

Productivity

North American Averages

Chat Handling

Technician

Metric Type Chat KPI's

Service Level

Quality

• Factoid: Demographics Matter!– Younger customers are more inclined to try chat

– Adoption rates are also higher with younger demographics

– Millenial’s have the highest chat adoption rates

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What to Expect

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10%

20%

30%

40%

50%

60%

70%

80%

90%

15 20 25 30 35 40 45 50 55 60 65 70 75 80

Age Range of Callers

Trial and

Ado

ption Ra

tes

Trial Rate

Adoption Rate

Data Provided by MetricNet, LLC

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#7 CSAT & QualityImproving the Customer Experience


Important CSAT Measures– Satisfaction (CSAT)– Dissatisfaction (DSAT)– Customer Effort

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• Develop a Quality Program– Measure the business needs– Measure customer experience– Determine statistically relevant sample size– Calibrate the team– Provide feedback to the agents

Key Drivers for Positive Customer Experience

Translate

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#8 Communication PlanDrive Adoption

• Identify Customer Touch Points– IVR– Invoice – Email– Text Message

• Deliver a Compelling Message– Faster Service– Easier to Initiate Contact– Ability to Multi-Task– Faster Resolution

• Encourage Usage– Offer rebates for trying chat– Proactively ask to chat


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By Phone…

703-992-7559

On Our Website…

www.metricnet.com

Or E-mail us…

[email protected]

You Can Reach MetricNet…

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You Can Reach Bomgar…

By Phone…

Sophie Brown 770-407-1801

On Our Website…

www.Bomgar.com

Or E-mail us…

[email protected]

Question and Answer

BOMGAR AT A GLANCE

Trusted by 7,500+ customers around the world:

Securely support remote Windows, Mac, Linux & Mobile

Devices

• 2nd Generation Remote Support- Supports Internal & External Networks- Supports Mobile, Servers, Desktops

• 7,500+ customers in 65+ countries• Net Promoter Score = 65

- Apple = 78- eBay = 65- Facebook = 65- Google = 63

• Bomgar Named to Deloitte’s Technology Fast 500 List of Fastest Growing Companies for Sixth Consecutive Year.

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Call Centers

Telecom

Information Technology

Satisfaction

Technical Support Customer Service Telemarketing/Telesales Collections

Service Desk Desktop Support Field Services

Cost Benchmarking

Customer Satisfaction Employee Satisfaction

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Benchmarking is MetricNet’s Core Business

Benchmarking more than half the FORTUNE 500:

Thank You!

We look forward to serving you!

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