Intuit craft
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Presentation Transcript
Case Study by Angie Neason
My Window Trust the timing of your life I believe most big problems have small solutions
Why Customer Service Words are all we have ~Samuel Beckett helping I like helping people and solving problems. The best way to help yourself is by helping others Teamwork For me it is very satisfying to see a group of people come together and to be a part of reaching everyone's goals. SUCCESS As individuals get to know each other and learn more about the process and expectations, trust begins to grow and self-confidence builds. Managers begin to do more coaching, mentoring, sharing and delegating responsibilities
Past Experience Difficult roads often lead to beautiful destinations Results Actions Challenges
Build Product The customers perspective is your reality Industry Research 01 Compiled a list of issues through use and support, Researched Competitors, Polled Customers Team analysis 02 Our redesign team consisted of Myself, Department Coworker, Backend Developer, Frontend Developer, Executive Sponsor. Goal Simplify 03 Create a new user experience for merchants, by simplifying the verbiage, adding selection wizards, prepopulating redundant information, designing screens with less content and adding section and overall progress bars. goal Enhance 04 Enhance the customers ability to manage their portfolio by adding a MIF page that included call comments, system notes, call disposition, interactive dashboard. We also enhanced the reporting to included canned reports as well as a report writer
Educate New Culture If it doesn’t challenge you it won’t change you New Thought No longer making adhoc changes. Every conversation we had promoted our new customer service methodology. Every change had to hold up the new standard. .Change is not always easy. New Program We had to educate internal and external users on the new application and our new process for support New Service Our largest client opted in and signed up for support My counterpart was moved to the Business Analyst role. She was task with new implementation and integration. I was tasked with managing service and support so we set out build the Compliance Center.
Support Plan Coming together is a beginning, staying together is progress, working together is success maintain educate build
Build Support Team Together everyone achieves more Define Processes Create Training We defined our processes with regard to documentation, escalations, scheduling etc. We created training for PCI, Application and Processes. Choose Technology Define Quality We vetted several web based call center applications and chose the company that best fit our reporting needs and could accommodate all of our channels. We defined and created our Quality Assurance Program. It included a scoring system based on results from call monitoring. Add members Define KPI’s We interviewed candidates for our new PCI Agent position in group interviews with myself and our project Business Analyst. Our focus was not on experience but work ethic, drive and individual contribution to the team. We defined our KPI’s based on industry standards and company requirements. They included. Occupancy, Abandonments, AHT, % Calls Documented, FCR% and Quality Scores.
Educate Support Team Training is only effective if it promotes learning Provide Industry Knowledge We trained the initial group of 12 Agents on PCI using a combination of classroom and individual study.. Provide Application knowledge We gave application knowledge through classroom instruction and hands on experience in the QA environment Set Expectation We made sure that everyone understood the metrics and what they had to do to meet them. Explain SLA Impact We explained all Service Level Agreements and the impact of not meeting them to our department and company Embedding a culture of excellence is constant
Maintain Service Levels There is no substitute for hard work ~Thomas Edison Weekly Meetings Monitor KPI’s\SLA Application Monitoring KPI’s and SLA consistently revealed trends that required improvement Held weekly meeting with BA’s and Development to discuss bugs, fixes, enhancements, client\agent concerns as well promotion schedules. Client Performance Management Client Relationships Held weekly conference calls with our top 5 clients to discuss any concerns with the application or end user support. As well as give ticket statuses is a process by which managers and employees work together to plan, monitor and review an employee's work objectives and overall contribution to the organization.. End User Sense Urgency Remove Road blocks Support As the manager I always tried to be available to answer questions, take escalation and provide guidance.. All production issues and escalations were top priority Be Proactive in a reactive environment!
Business Reward To the customer you are the company Increased Company Revenue In 4 years we went from 1 client with 32,000 merchants to 52 clients with a combined total of 675,000 merchants resulting in gross monthly revenue of half a million dollars. Increased Client Revenue By listening to our clients, their merchants and our agents. As well identifying call drivers we were able to make enhancements that enabled our clients to better sell our product increasing everyone's bottom line Industry Reputation When polling new clients service and support is the reason they chose the company Core Foundation We also successfully supported 1099K tax reporting software and were building the HIPAA application.
Personal Reward Alex The mind is not a vessel to be filled, but a fire to be kindled. ~Plutarch LEE WE CONNECT Alex was promoted to Business Analyst in year 2 WE HELP Daisha Lee was promoted to IT Desktop Support in year 2 WE Communicate Bret valerie Daisha was promoted to Receptionist\Executive Assistant in Year 1 & Feryal WE deliver WE Create Valeria and Feryal were promoted to Business Analysts in year 4 Bret was promoted to Business Analyst in year 3.
employee development Angela is a pleasure to work with, is very technically savvy and an excellent leader. I would welcome the opportunity to work with Angela again in the future. ~Brenda Potts 70 - Learning By Doing The largest and most significant piece is known as “On the Job Training” and gaining knowledge through experience. While this portion of development and growth is strictly due to the employee’s efforts and own self-learning, As the manager I can have a significant role in maximizing the effectiveness through mentoring and challenging to learn through special projects or taking on new responsibilities. 20 - Coaching and Feedback As the Manager this is where I share any observations and feedback regarding performance. Effective coaching and mentoring should come naturally to the relationship, but does require that as the manager I deliberately spend some time focusing conversations on things like the goals, career paths and the ever-changing interests of the employee. 10 - Formal Training This is probably one of the hardest to manage. In some cases budgets and company policy dictate how much formal training (certifications, conferences etc.) can be provided. A lot can be accomplished through in house instructor led training. The goal is to train in an environment away from office distractions like email and meetings. Pioneered by the Center for Creative Leadership
“I will design myself a reputation, in which prospects can place their trust, and customers return to and recommend.” ~~ Chris Murray Moving Forward
Cross Functional Team Agroup of people with different functional expertise working toward a common goal. Team Dynamics 01 It is important to understand the team dynamics collectively and individually. What are their motivators Encourage Communication 02 Foster communication with agents, vendors and outsource partners through stand up meetings and status calls. Call dynamics 03 As the manager I need to understand the call dynamics. Who is calling, Why are they calling and how are we handling those issues.
"Alone we can do so little, together we can do so much." --Helen Keller Cross Functional Team understand KPI’s\SLA’s 04 If you can measure it you can manage it. Build Partnerships 05 It is important to build partnerships with the team, our clients and our outsource partners. Set expectation 06 Most people can deal with anything as long as they know what it is. It is imperative that everyone's expectation be set so they understand how they impact themselves, the team and our company.
Team Management "If everyone is moving forward together, then success takes care of itself." --Henry Ford Monitor KPI\SLA 07 Measure what matters Make metrics easy to understand and share. Use data to drive agent behavior and coaching methods Coach\Mentor Team 08 The main purpose of coaching and mentoring in the workplace is to motivate professionals to bring out the best of their capabilities. Status Meetings 09 Staying in contact with your outsource partners and high level clients is being proactive. Discussing issues before they become problematic.
“I wasn't planning to lead, I was standing in the back and then everyone turned around.” ~~ Avery Hiebert Plan Success KPI\ SLA 10 Managing the numbers is the first step in excellent customer service. Team Moral 11 It is true that employees don’t leave companies they leave managers. Client\Outsource feedback 12 We want all of our customers both internal and external to say. “Now that’s Customer Service!”
Why Me? At the end of the day, it’s about empowering individuals to contribute ideas and make an impact, as well as setting goals that challenge employees to step outside their comfort zone. ~~ Brad Smith Intuit Inc. Former employee My Daughter "Angie is very organized, and very team oriented. She always goes above and beyond for the team. She takes all challenges very seriously, and with a even mind. The best supervisor I've ever had. “ ~~ Ashley Joines Aperia Solutions Because I am pretty, funny, good with people, I have good answers and she needs to go to college. ~~ Vet VanNoy Former Client Former Supervisor It's rare to find someone who exhibits commitment on a professional and moral level. Angie has shown this in the time I've had the pleasure of working with her, and would highly recommend her for any project where an organized, courageous, and ambitious mind needs to be in the forefront. Angie is absolutely fearless and driven when she identifies a need, and can be counted on to follow through on commitments. ~~ LeVar Butler Volt Technical Resources I found Angie to be one of the best individuals I have worked with in my years in payments. She is quick to resolve issues in a timely manner, able to handle multiple high priority tasks efficiently and in many instances exceeded my expectations. She would be an asset to any company seeking a highly motived, smart, and dedicated team player. ~~ Shirley McCulloch, Vantiv
special Thanks Angie Neason
