1. Electronic Banking Contact Centres PSSDC/PSCIOC/ICCS Telephony Action Research Project, June 17/05 Defining Quality & Determining the Customer Experience Dennis Migel, Vice-President Toronto Electronic Banking Contact Centre

2. Electronic Banking Contact Centres PSSDC/PSCIOC/ICCS Telephony Action Research Project, June 17/05 Customer Experience Models and Defining Quality  Service delivery and selling skills models with built-in compliance  Criteria selection based on known and benchmarked customer satisfiers and Bank quality service standards  2 models with 67 distinct criteria; objectively defined with “sounds-like” references

3. Electronic Banking Contact Centres PSSDC/PSCIOC/ICCS Telephony Action Research Project, June 17/05 Customer Experience Models & Sustainment Strategy  Customer Service Index % (CSI) performance goal determined through quality monitoring  What gets measured, gets done  What gets recognized, gets done first  Coaching  Scripting  2-day workshops (new hires)  Series of 37 skill-building sessions

4. Electronic Banking Contact Centres PSSDC/PSCIOC/ICCS Telephony Action Research Project, June 17/05 Quality Monitoring using the Customer Experience Model  Measure performance against established standards  Confirm staff have the skills to deliver service and determine when they don’t  Evaluate the overall quality and customer response to service provided

5. Electronic Banking Contact Centres PSSDC/PSCIOC/ICCS Telephony Action Research Project, June 17/05