Cracking the Golden Egg… of
Service, Sales and Retention for
your Customer Services Teams
CCMA Network Forum
24th February 2010
Agenda
Time
9.00 - 9.30
Topic
Registration
Presenter
Dorothy O'Byrne
9.30 - 10.00 Tour of Sage
Finola Maher / Michael
Thompson / Natasha O'Neill /
Paul Thompson
10.00 - 10.30 Welcome and Introduction
Maurice Whelan
10.30 - 10.50
Sage Ireland's Training Journey to deliver
Extraordinary Customer Experience
Natasha O'Neill / Maurice
Whelan
10.50 - 11.10 First Call Resolution
11.10 - 11.30
Miriam Berney
Moving Technical Customer Support to Sales
Katie Moynagh
Leads Generation - "The Sage 50 Pilot"
11.30 - 11.45 Break
Changing Technical Customer Support from a
Audrey Fevry / Maurice
11.45 - 12.05 Cost Centre to a Profit Centre "Customer
Whelan
Support - Pro-Active Outbound Strategy"
Retention Partnership: Wordbond & Sage
12.05 - 12.25 "How effective processes and training can
improve your retention rates"
12.25 - 1.15 Wrap up & Group Discussion
1.15 - 2.00 Lunch
2
Cormac Murphy
All
Introduction
Sage Ireland’s Training Journey to
deliver Extraordinary Customer
Experience
Miriam Berney
Productivity, Training & Quality Manager
Agenda
1.
2.
3.
4.
Background & Objectives of the training
Customer Services Training journey
Language, Tone & Pace (LTP) & Complaint handling workshops
Brain Friendly learning
5. Follow-up after the training…keeping it alive
5
Objectives of the Training workshops
• Increase FCR to 80%
• Empower our people to take
ownership and resolve complaints
• Reduce the number of poor call
standard complaints by 5%
• Resolve 90% of complaints
within 5 working days
6
Customer Services Training Journey
We are also working with Paramount HR to get
our Customer Services induction training
Fetac Level 5 approved
7
Language Pace & Tone Workshop
Learning outcomes
8
1.
Understanding of what are customers Needs
& Human experience
2.
Explain the importance of building rapport &
relationships
3.
Identify our different types of customers
4.
Know how to adapt your style to suit different
customers
5.
Demonstrate the power of Language, Tone
and Pace
a) Using the appropriate terminology to
suit the customer
b) Using positive language
c) Using pace and tone to control the call
6.
Awareness of your STATE and how it impacts
your role and the customer
7.
Providing an extraordinary customer
experience by going the extra mile (G.E.M)
Complaint handling workshop
Learning outcomes
1.
Understanding why customers complain
2.
Fact and emotions of a customer
complaint
3.
A.S.A. P complaint handling technique
4.
Turning a complaint/dis-satisfied customer
to a happy and loyal customer
5.
Sage Ireland’s Complaint Process
9
Complaints going global
• Dave Carroll’s guitar was damaged while he was travelling with an airline
• He then vented his anger by creating a song about it and posted it on
http://www.youtube.com/results?search_query=united+breaks+guitars+dave+carro
ll&search_type=&aq=7&oq=%22United+Breaks+Guitars%22
• A lot of News stations reported on it and it also toped Michael Jackson’s RIP hit on
the internet
• It just shows the global power of poor customer services and how poorly handled
complaints can escalate.
10
Impact of Training workshops
100%
80%
60%
88% 85%
80%
• 23% increase in FCR
• 15% increase in NPS
• 3% decrease in CSAT
•67% decrease in complaints
57%
43%
40%
28%
20%
0%
FCR
FY 08 QT4 (before training)
NPS
CSAT
FY09 QT1 (after training)
(Note, this was during our peak call times of payroll year end)
11
Brain Friendly Learning (BFL)
BFL has evolved from
– Howard Gardner’s work on multiple intelligences, and the desirability of engaging all of these to
inspire better and more lasting learning
– The rise of emotional intelligence (IE or EQ) and the powerful advances in approaches to
personal change and development such as neuro-linguistic programming
– Research into learning styles – one size does not fit all.
12
5 key aspects of
Brain Friendly Learning (BFL)
Facilitate
creation.. not
just
consumption
STATE is
everything
BFL
Honour
Uniqueness
Make it Rich
and Multisensory
Keep it Real
13
Follow-up and keeping the knowledge alive
First Call Resolution
Natasha O’Neill
Customer Support Manager
Agenda
1.
2.
3.
4.
Meet the Technical Support Team
What is First Call Resolution?
Sage Ireland’s Journey to First Call Resolution
Results and Key Findings
5. Additional Benefits
6. What our customers say about us?
7. In Summary
Meet the Technical Support Team
• 40 Technicians
• 25,000 customers across Ireland
Customer Support
Team
Sage Accounts
Production &
Coretime
Sage Payroll
(Sage Quickpay &
Sage Micropay
Professional)
Sage Instant
Accounts & Sage 50
Accounts
17
TAS
(Firstbooks &
Tasbooks)
What is First Call Resolution?
“The Customer’s enquiry or problem is resolved in one call”
18
Sage Ireland’s Journey to First Call Resolution
19
Sage Ireland’s Journey to First Call Resolution
• Realtime
Was your query • Daily, Weekly, Monthly
• Team, Technicians
resolved on the first
contact with Sage?
20
Results and Key Findings
Avg Handling
Time
39s
Call Volumes
Results &
Key
Findings
7.7%
17%
FCR
Headcount
NPS
20%
 11%
21
Additional Benefits
Increased
Morale
Less
Pressure /
Stress
Empowerment
22
What our Customers say about us?
23
In Summary
Sales Lead
Generation
Proactive
Relationship
Management
Strategy
24
Thank you
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