1. © Copyright 2004 Echo TM The Ultimate Service Improvement System Let Your Customers Define Great Service

2. © Copyright 2004 Highlights Introduction to BenchmarkPortal The importance of call centers on company image Listening to the voice of the customer The emerging model of call quality monitoring and coaching Introduction to BenchmarkPortal The importance of call centers on company image Listening to the voice of the customer The emerging model of call quality monitoring and coaching

3. © Copyright 2004 Introduction to BenchmarkPortal

4. © Copyright 2004 Purdue University and BenchmarkPortal A Datamart of Best Practices

5. © Copyright 2004 Executive Summary Began collecting call center key performance metrics in 1995 Manages a database of call center best practice statistics for 43 industries in 28 countries Data includes caller satisfaction metrics Focuses on a balance scorecard of effectiveness and efficiency Began collecting call center key performance metrics in 1995 Manages a database of call center best practice statistics for 43 industries in 28 countries Data includes caller satisfaction metrics Focuses on a balance scorecard of effectiveness and efficiency

6. © Copyright 2004 The IMPACT of your call center on company image and brand.

7. © Copyright 2004 Do you know the impact that your call center has on your company image? We recently contacted 1,000 U.S. consumers to ask them about their experience with call centers.

8. © Copyright 2004 Ninety-two percent said their experience was important in shaping their image of the company. Very Important Somewhat Important Not at All Important Percent 0 0 8 8 60 50 40 30 20 10 49 43

9. © Copyright 2004 Do you ask your callers for their feedback regarding their call experience?

10. © Copyright 2004 Every Customer Has Opinions… even if no one asks!

11. © Copyright 2004 “Listening to the Voice of the Customer.” by Dr. Jon Anton BenchmarkPortal The Industry Standard

12. © Copyright 2004

13. Tragically caller feedback is seldom used where it can do the most good…namely changing agent behavior.

14. © Copyright 2004 This lead us to believe that there might be an enormous opportunity to have the caller help monitor and coach the agent. Logically, we launched a study on call monitoring and coaching…

15. © Copyright 2004

16. In summary, our study found: Lack of time to do call monitoring Lack of experienced people to do monitoring (often your best agents) Lack of supervisor time to do coaching Not enough calls monitored to get an accurate picture of any one agent Lack of time to do call monitoring Lack of experienced people to do monitoring (often your best agents) Lack of supervisor time to do coaching Not enough calls monitored to get an accurate picture of any one agent

17. © Copyright 2004 To change the results… start with the fundamentals To change the results… start with the fundamentals

18. © Copyright 2004 The Emerging Model

19. © Copyright 2004 1.Customer should be the one to evaluate their service experience 2.Metrics aligned to drive “right” behaviors 3.Easy method to “hear” what customer is saying (implied and direct) 4.Coaching now truly about agent development 1.Customer should be the one to evaluate their service experience 2.Metrics aligned to drive “right” behaviors 3.Easy method to “hear” what customer is saying (implied and direct) 4.Coaching now truly about agent development Emerging Model Principles

20. © Copyright 2004 From our study, most call centers need help… From our study, most call centers need help…

21. © Copyright 2004 The caller is willing to help…for free!

22. © Copyright 2004 New “Monitoring” Approach Service Experience Accuracy “Audit” Monitoring

23. © Copyright 2004 New “Monitoring” Approach Service Experience This is done by asking the caller to monitor and score the quality aspects of their own call. Accuracy “Audit” Monitoring

24. © Copyright 2004 New “Monitoring” Approach Service Experience This is done by the internal quality assurance team. Accuracy “Audit” Monitoring

25. © Copyright 2004 “Monitoring” Components Monitoring “So, who does what in the new model”

26. © Copyright 2004 “Monitoring” Components Service Experience (monitored by the caller) Service Experience (monitored by the caller) Monitoring

27. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? Monitoring

28. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? Monitoring

29. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? Monitoring

30. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? Accuracy “Audit” (by the QA team) Accuracy “Audit” (by the QA team) Monitoring

31. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.Was the answer correct? Accuracy “Audit” Monitoring

32. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.Was the answer correct? 2.Were the company’s “policies” adhered to 1.Was the answer correct? 2.Were the company’s “policies” adhered to Accuracy “Audit” Monitoring

33. © Copyright 2004 “Monitoring” Components Service Experience 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.What did the caller perceive about their call experience? 2.What was the emotional memory of the event? 3.Did the call experience drive loyalty? 1.Was the answer correct? 2.Were the company’s “policies” adhered to 3.Were the company’s “procedures” followed? 1.Was the answer correct? 2.Were the company’s “policies” adhered to 3.Were the company’s “procedures” followed? Accuracy “Audit” Monitoring

34. © Copyright 2004 What you get in return is: A statistically valid volume of feedback straight from the caller, delivered in real-time, to those who can best impact caller satisfaction – the agents.

35. © Copyright 2004 The Ultimate Service Improvement Approach Bring the voice of the customer into the evaluation process… Bring the voice of the customer into the evaluation process…

36. © Copyright 2004 The Echo Model Echo brings the voice of the customer to the core of the call center business. Customer Opinion

37. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ Reporting System (On or Off Premise) Echo ™ Reporting System (On or Off Premise) Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds Call Center Operational Flow Chart Manager Supervisor 1 1 2 2 3 3 4 4 5 5 6 6 7 7 9 9 10 11 12 13 14 Agent Call is Recorded (Witness Systems) 8 8

38. © Copyright 2004 Public Telephone Network Customer Calls PBX/ACD 1 1

39. © Copyright 2004 2 2 Call Center IVR System Call Center IVR System PBX/ACD Public Telephone Network

40. © Copyright 2004 Call Center Agent Responds 3 3 Call Center IVR System Call Center IVR System Public Telephone Network PBX/ACD

41. © Copyright 2004 Call Center Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding 4 4 PBX/ACD Agent Responds Public Telephone Network

42. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds Voice Line 5 5

43. © Copyright 2004 Call Center IVR System Call Center IVR System Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding No 6 6

44. © Copyright 2004 Call Center IVR System Call Center IVR System Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds 7 7 Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Yes Call is Recorded (Witness Systems)

45. © Copyright 2004 Call Center IVR System Call Center IVR System Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds 8 8 Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Yes Call is Recorded (Witness Systems)

46. © Copyright 2004 Call Center IVR System Call Center IVR System Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Yes Call is Recorded (Witness Systems)

47. © Copyright 2004 Call Center IVR System Call Center IVR System Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds 9 9 Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Launch Survey Call is Recorded (Witness Systems)

48. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds Completed Survey 10 Call is Recorded (Witness Systems)

49. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Call Center PBX/ACD Agent Responds 11 Echo ™ Reporting System (On or Off Premise) Echo ™ Reporting System (On or Off Premise)

50. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Call Center PBX/ACD Agent Responds Echo ™ Reporting System (On or Off Premise) Echo ™ Reporting System (On or Off Premise) 12 Manager

51. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Call Center PBX/ACD Agent Responds Echo ™ Reporting System (On or Off Premise) Echo ™ Reporting System (On or Off Premise) Manager 13 Supervisor

52. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Call Center PBX/ACD Agent Responds Echo ™ Reporting System (On or Off Premise) Echo ™ Reporting System (On or Off Premise) Manager 14 Supervisor Agent

53. © Copyright 2004 Call Center IVR System Call Center IVR System Echo ™ Reporting System (On or Off Premise) Echo ™ Reporting System (On or Off Premise) Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Echo ™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Customer Calls PBX/ACD Agent Responds Call Center Operational Flow Chart Manager Supervisor 1 1 2 2 3 3 4 4 5 5 6 6 7 7 9 9 10 11 12 13 14 Agent 8 8 Call is Recorded (Witness Systems)

54. © Copyright 2004 Use Echo to continually improve agent behavior. Customer Opinion

55. © Copyright 2004 This agent knows that in the past 30 days almost 94% of her customers have been satisfied or very satisfied with the service she provides. Your agent can access specific information by clicking on any of these. Agents have instant access to their customers’ feedback.

56. © Copyright 2004 In January, this agent surpassed her peers’ average in creating satisfied customers. Your agents will see how their performance compares to that of their peer groups.

57. © Copyright 2004 Echo allows leadership to analyze service performance. Customer Opinion

58. “I think you should be more explicit about what happened in February.”

59. © Copyright 2004 Ranked by % of customers that were “very satisfied” (top box) This agent could use immediate coaching. This agent is leading the pack in creating very satisfied customers. Reinforce this behavior.

60. © Copyright 2004 Echo takes the guess work out of service recovery. Customer Opinion

61. © Copyright 2004 Review customer comments for entire queue The customer’s voice tells you who needs immediate attention. And who should be attended to next.

62. © Copyright 2004 Identifies where service efforts have failed Helps you determine where recovery opportunities exist Centralizes service recovery with a designated group of turnaround experts Tracks the effectiveness of various service recovery methods Identifies where service efforts have failed Helps you determine where recovery opportunities exist Centralizes service recovery with a designated group of turnaround experts Tracks the effectiveness of various service recovery methods Echo’s service recovery process

63. © Copyright 2004 Effective Service Recovery Pays Off Customer Situation Re-Purchase Probability Product with no problems 78 % Product with problems and an Ineffective Customer Care Center (calls and e-mails) Product with problems and an Ineffective Customer Care Center (calls and e-mails) 32% Product with problems and an Effective Customer Care Center Product with problems and an Effective Customer Care Center 89%

64. © Copyright 2004 eBay Case Study When you put your customer in the evaluator seat, great things can happen!

65. © Copyright 2004 Ebay’s customer satisfaction results with Echo Note that Ebay’s customer satisfaction scores rose by 12% in one year thanks to Echo.

66. © Copyright 2004 Conclusions

67. © Copyright 2004 Where do we go from here?

68. © Copyright 2004 Key Points Call centers have a proven impact on a company’s brand loyalty Benchmarking against the best in your peer group identifies improvement initiatives Caller feedback is now easily obtained and can be delivered to the agent in real- time for behavioral change Call centers have a proven impact on a company’s brand loyalty Benchmarking against the best in your peer group identifies improvement initiatives Caller feedback is now easily obtained and can be delivered to the agent in real- time for behavioral change

69. Jump start your “improvement” initiative!

70. © Copyright 2004 Begin Today!

71. © Copyright 2004

72. Call Center Balanced Performance Matrix 12 34 Lowest Operating Expenses

73. © Copyright 2004 So, if you give me 12 key performance indicators… So, if you give me 12 key performance indicators…

74. © Copyright 2004 You will learn where you are on this matrix in 20 minutes…and it is FREE! Call Center Balanced Performance Matrix 12 34 Lowest Operating Expenses

75. © Copyright 2004 Call Center Balanced Performance Matrix 12 34 Lowest Operating Expenses here..?

76. © Copyright 2004

77. Call Center Balanced Performance Matrix 12 34 Lowest Operating Expenses here..?

78. © Copyright 2004 Call Center Balanced Performance Matrix 12 34 Lowest Operating Expenses here..?

79. © Copyright 2004 Call Center Balanced Performance Matrix 12 34 Lowest Operating Expenses Or here..?

80. © Copyright 2004 ROIs of over 100% are common!

81. © Copyright 2004 Contact us today to learn more about what Echo can do for you! 805.614.0123 ext.25 Contact us today to learn more about what Echo can do for you! 805.614.0123 ext.25 BruceBelfiore@BenchmarkPortal.com