Tool to Meet Your Support Goals (Jan 2014 HDI CSI Webinar)

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Information about Tool to Meet Your Support Goals (Jan 2014 HDI CSI Webinar)
Technology

Published on February 19, 2014

Author: rleonhart

Source: slideshare.net

Description

Learn the importance of setting customer satisfaction goals and how to use technology to meet those goals. The questions you ask, how often you send surveys, and what actions you take on survey feedback are critical to the long-term success of your support center. Tom Lewis, Manager of the HDI Customer Care Center, will be presenting how he uses the HDI CSI Service to acheive his support goals.

#HDI_CSI Did You Know… HDI is the leading professional association and certification body for technical service and support professionals. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, and connects solution providers with practitioners, all while certifying and training thousands of professionals each year. Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Customer Satisfaction Metrics Want to talk about other customer satisfaction survey methods? Contact me for more information on: NPS – Net Promoter Score • Measures customer loyalty • NPS asks the question, “How likely are you to recommend us to a friend or colleague?” CES – Customer Effort Score • Measures the customer experience • CES asks the question, “How much effort did you personally have to put forth to handle your request?” Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Did You Know… Percentage with "very satisfied" customers Insurance Healthcare Government Financial Svcs Manufacturing Outsourced Software Retail* Higher Ed Percentage with "very satisfied" customers *includes Food and Beverage 0% 10% 20% 30% 40% 50% 60% Based on the HDI 2012 Practices & Salary Report Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Language Support Global presence? No problem. The HDI CSI Service currently supports 27 different languages for survey delivery. Contact me for a listing of languages, or visit http://www.thinkhdi-csi.com/About.aspx to send yourself a sample survey in the desired language. Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Tools to Meet Your Support Goals Presented by Tom Lewis HDI Customer Care Manager Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Who am I? • Local chapter officer for 10 years – Served as Librarian, Webmaster, and President • 31 years in IT, 25 years in IT Service and Support field – Programmer, Mainframe Operations Manager, Help Desk, Training, Project & Asset Management • Loves any form of hockey • Hiking • Restoring our house built in 1894 Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Do You Have a CSAT Program? Placeholder slide for poll question Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Why Set Goals But I already have support goals! • Having customer satisfaction goals and a plan for those goals is just as important as having company goals • Can only manage what we measure – if no specific goals for customer satisfaction, how do you manage it? • Tells you where you are today vs. where you are going to be tomorrow Where am I today? Where do I want to be tomorrow? Ask Yourself… What’s my CSAT level now? Where do I want it to be? Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Do You Have CSAT Goals? Placeholder slide for poll question Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI What Kind of Goals do you Have? Placeholder slide for poll question Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI CSAT Goals Look Like Company Individual Department • CSAT goals must have Individual goals, department goals & company goals • Also must align with business goals and mission and vision • Check your ROI – what does poor customer satisfaction cost you? Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Goals Company • HDI’s company goals • Increase customer satisfaction Department • Tom’s department goals • Immediate customer response • VOC Individual • Tom’s individual goals (for agents) • To improve agents Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI CSAT Goals Look Like… • • • • • • List out all issues/problems Optimize your collection methods Have timeframes attached Have a plan in place for follow-up Know how to act on the feedback and DO IT! Publish your actions Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI ROI IMPORTANT • Decide what you will and will not measure • Also what you will and will not fix or change Are you making changes because of the squeaky wheel? Or is there a true business reason and data behind it? Focus on the volume of complaints vs. time and cost it takes to fix Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Feedback from Customers • Alerts – Make sure you have a way to get immediate feedback • Negative • Positive – Follow-up to those alerts • Customer • Agent – Change Management Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Technology • Use technology to help you get there • It’s not the technology, it’s how you use it • Select a tool that fits your goals and your needs, not the other way around If you need help selecting a tool, check out the HDI Buyer’s Guide Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Check Your Stats • Quickly know your survey numbers & response rates • Check your statistics at agent, support center, and organization level Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Reporting • Have easy access to your reports • Make sure they are easy-to-read and distribute Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Control Your Sampling • Set sampling percentages based on the response rate you eventually want to achieve • Control the number of surveys that are delivered per day and per user • Consider targeting your surveying to certain groups in your organization Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Immediate Alerts • Get alerted for both negative AND positive feedback • Ask yourself: What actions am I taking on the feedback I receive? Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Survey Amendment • Accurate customer satisfaction measurements are important • Some challenges, customers may fill out incorrectly or accidentally select negative rather than positive • Allows customers to resubmit survey within a certain timeframe Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Questions • What questions am I asking? • It’s very easy to ask certain questions and get an answer you want • Make sure collecting feedback in an impartial way • Focus on the feedback, your meat & potatoes Questions: 1. 2. 3. 4. 5. Courtesy Technical skills/knowledge Timeliness Quality Overall service experience Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Additional CSAT Metrics • Choose metrics based on the goals you’ve set • The question we added to our standard ones was “How difficult is it to deal with HDI?” Additional CSAT Metrics Net Promoter Score (NPS) • Measures customer loyalty Customer Effort Score (CES) • Measures customer experience Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Data to Collect What data should I collect? Department or support group Incident or Request ID Customer’s Email Address Date ticket was closed Customer First Name Customer Last Name Incident/Request Description Agent or Technician Name Additional agents or technicians involved in ticket Call types or categories Locations Languages (if global support or international) Additional CSAT metric scores Simple Configuration Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Measure, Trend, and Benchmark HDI teamed up with 47 technical support practitioners and customer satisfaction experts to develop a tool to help support center managers to MEASURE, TREND, and BENCHMARK the satisfaction with their support centers from the customer’s perspective. The Solution? HDI Customer Satisfaction Index Service Benchmark Statistics Reports Sampling Alerts Validated Easy Setup Secure Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI Free Three Month Trial Go to www.thinkhdi.com/csi Click “Try It Free” button Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

#HDI_CSI For More Details Tom Lewis Toll-free: 800.248.5667 Direct: 719.955.8117 tom.lewis@ubm.com Rachel Leonhart Toll-free: 800.248.5667 Direct: 719.955.8153 rleonhart@thinkhdi.com Audio Dial-in: (866) 740-1260 Access code: 785-5353 # © HDI 2013. All Rights Reserved

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