Need some tools, tricks and ways to manage success with managed services? In today’s session, Joel Rennich and Sean Matthew Leary, of Trusource Labs Enterprise Services in Austin, Texas, explained what managed services could look like in your business. They also looked at how it can add value to employee user experience. Because happy employees make happy end users.
Rennich kicked off the session with a look at traditional call metrics, which include:
1) Call rate
2) AHT (Average Handle Time)
3) ASA (Average Speed of an Answer)
4) Abandon Rate
“You need to capture these for the health of your desk,” Rennich explained, also warning that too much focus on these metrics drives you to look at costs. “That’s the other reason why traditional metrics kind of bite,” he added. “They really give you the wrong focus on what you should be doing.”
So what do they care about?
CSAT. Rennich said you should shoot for upwards of 95%. How? Simple. Don’t bombard users with long surveys. “We try and ask one single question,” he said. “‘Were we good or not?’” He said this single question has yielded great results. “We found that doing it quicker, doing it more often gets us a better CSAT.”
Next they looked at engagement. “We wanted a number that wouldn’t be better if it was lower,” Rennich explained. He advised for people to look at engagement how you would look at a marketing campaign – track social media-type forums.
And never forget about agent satisfaction. “A happy desk is an efficient desk,” Rennich said, explaining that every agent should be involved in something they have an interest in, whether it be graphic design, writing or anything else that keeps employees engaged in their work. He said utilizing their interests in projects while they’re at the desk is essential in securing agent satisfaction.
Lastly, focus on the quality of your support. Leary said there are a few easy steps you can follow to ensure the best results.
1) Listen to your calls.
2) Read your posts and chats.
3) Score everyone on the same criteria.
4) Have agents score each other.
“You learn something so much faster when you teach someone else,” Leary said, adding agents will then empower each other to provide the best possible service for each end user.
So what kind of a scorecard to they recommend using? It contains the following:
1) Analysis of your agents’ performances
2) Rated on an importance scale
3) Focuses on both consumer and business needs
4) Addresses procedural and behavioral interactions
Then rate each one pass, fail or coach. “Coach is that grey area in the middle,” Leary said. “Because there’s always going to be grey area.”
Add it all up and you get your CSAT Predicted Score.