Stakeholder Perception

Jennifer WeberGlobal Process Manager

April 13th, 2016

Agenda Perception our Stakeholders have of the team today. Impact of Perception on the Business What steps can Agents & Team Leaders take to

change this perception Key Points Action Items

Impact of PerceptionGreat to See…

Thanks Anand and the Team at Convergys!

Norm DePeau

Is there any update on the case . It have hit 160 days now. Please get this issue resolved .

Will tell close to 100 people about his/her

bad experience1

Will tell 5 people about his/her great experience1

Sources: 1.http://www.unitiv.com/intelligent-help-desk-blog/bid/64134/New-Survey-Shows-Unhappy-Customers-Spread-the-Word2.http://www.forbes.com/sites/work-in-progress/2015/02/10/the-do-over-how-to-correct-a-bad-first-impression/#27c32f6823cc

Takes 8 positive experiences to overcome 1 negative2

Word on the Street….Stakeholder Perception

Changing Perception

Stakeholder Perception

Build Trust(8 positive

experiences or more)

Effective Management• Queue• Escalations• Agent Soft Skills &

Interactions

Satisfied Stakehold

er

Improved Process

• Send an update to the Requestor when…• Changing the status of the case. • 2 or more days since last correspondence• Escalated or prioritized

• Ensure the updates are meaningful• Give an expected completion date or

percentage completed.• Call out next action steps.• Talk about downstream impacts or

reasons why we need them to provide or fix something.

• Ask permission before making major impacting changes.• Example: I will need to cancel and

recreate your project as the currency does not match the SOW and will impact activation. Is it OK to proceed?

Agent Soft Skills

Answer questions based on past experiences with cases

Help identify articles or emails sent that address the question.

Lead you to the correct Point of Contact for resolution.

Group Chats with Peers can help….

• Try not to ask for information you can obtain yourself using a tool available to you.• Example a can be downloaded. • Transfer information over to a template,

instead of just waiting for the requestor to do this.

• Utilize Chat to get Requestor responses (see next slide)

• Review articles as they are ever evolving based on Agent/Requestor feedback.

Agent Interactions – Utilizing Resources

• Look to see if Requestor is available.• Do not interrupt if in Away, Do Not Disturb, or

Meeting status

• Ask if Requestor is available• Hi, this is Jennie from the X Team. Are you

available to answer a question for case xxx, regarding the Project Activation?

• Once Requestor provides the needed information thank them for their time.• Thank you for clarifying the SO numbers needed to

complete the activation.

• Add a Case Note to detail high level the discussion• Chatted with Person X, via Jabber about the SO

numbers needed for activation. The customers on the SO did not match the OP Project. New SO was provide, SO#xxx. 4/12/2016 4:30CST

Agent Interactions – Requestor Pending

Escalation ManagementEs

cala

tion

Emai

lCheck the Escalation box in caseto turn on flag.

Ensure all the parties copied in Outlook are added to correspondence in case.

Porta

l

Flag will already be turned on.

Body

of C

ase

Look for words like…• Escalate• Prioritize• Urgent

Check the Escalation box in case to turn on flag.

1-2-3 of Escalation

1. Acknowledge it was received immediately express empathy for their pain.2. Give next action steps and an estimate of the time to complete it.3. Follow up every 2 hours until the case is completed.

• Pending/Updated cases should be reviewed DAILY.• Reach out to 3rd Party teams and escalate as needed

to ensure updates are being made.• Every 2 business days an update should be sent to the

requestor with meaningful progress updates• Escalated or Priority cases move up in your inbox to

1st and get updates via email as to what work is being done within 2 Hrs.

Case Life Cycle - Agent

4 hours to be Assigned to an agent. Review of details completed and 1st

response out to Requestor if additional information is need.

If the case is in the wrong queue, reroute immediately to the correct queue.

Queue Management

Created Assigned Pending Closed

Open and take a peek at the team Queue every 2 hours

• Monitor queue to ensure… Cases Assigned to agents out of office are

being reviewed and worked by an alternate agent.

All escalations are being responded to in a timely manner.

Pending volumes are in a normal range – if outside normal alert the Ops Manager as realignment of staff or help from outside sources may be needed.

Case Life Cycle – Team Leader

Monitor queue to ensure… 4 hours to be Assigned to an agent. Agents primary aligns to the volume. For

example, if I have an agent towards the end of their shift and there are no cases in their queue, assign out cases from secondary queue.

Alert Ops Manager if volumes are too high inbound due to tool issue and/or seasonal change early on, so team has time to make staffing changes.

Queue Management

Created Assigned Pending Closed

Open and take a peek at the combined global view every 2 hours

The team is only as successful as the sum of our individual parts. Each individual counts and drives change.Our Team has the knowledge and individual talent to change the perception.Small changes in behavior and additional focus will get us there.Think of each case interaction as a battle to win that 1 customer over.Don’t be afraid to offer suggestions for change that will have a positive impact on the team, no matter how big or small.

Key Points

Action ItemsFeedback/Action Owner Date for Status

UpdateStakeholder Involvement

Thank You