0711MILLER

Information about 0711MILLER

Published on April 3, 2008

Author: Obama

Source: authorstream.com

Content

Duke Energy Today:  Duke Energy Today AGA/EEI Data Source Customer Service Best Practice Workshop Speaker Name: Nancy Miller Speaker Title: Manager Quality Assurance and Training Date: November 2007 Facts about Duke Energy :  Facts about Duke Energy Fortune 500 Assets over $70 billion 3.9 million customers Top-tier electric utility Top 5 for U.S. generating capacity 150+ years of service Traded on NYSE as DUK Stock dividends for 80+ years US Franchised Electric & Gas :  US Franchised Electric & Gas Latin American Assets:  Sao Paulo Buenos Aires Lima Guatemala City Mexico City Latin American Assets 4,000+ MW 8 countries: Brazil, Argentina, Peru, Bolivia, Ecuador, El Salvador, Guatemala, and Mexico Regional Office Operating Asset Earning the Right:  Earning the Right “Bigger is not necessarily better. We must earn the right to serve all of our stakeholders, each and every day.” Jim Rogers Chairman, President and CEO Our Charter:  Our Charter Our Charter:  Our Charter We are Committed…:  …to our communities …to our employees …to our investors …to the environment …to our customers We are Committed… Our Commitment to Customers:  Our Commitment to Customers Meet growing energy demand Competitive rates Superior service Our Commitment to Communities:  Our Commitment to Communities Volunteer support Financial support Economic development Our Commitment to Employees:  Our Commitment to Employees Competitive pay and benefits Diverse and inclusive workplace Emphasis on safety Our Commitment to Investors:  Our Commitment to Investors Financial strength Steady growth Return on investment Our Commitment to the Environment:  Our Commitment to the Environment Pollution control Community programs Climate change Committed to Sustainability:  Committed to Sustainability Inspiring quality – one call at a time:  Inspiring quality – one call at a time Outsourcing of Quality Ensure objective view Maintain tracking and trending Stay on top of process updates Quality process evolution Tracking behaviors Measuring for impact of behaviors on customer AND business HyperQuality – Our Quality Evaluation Partner:  HyperQuality – Our Quality Evaluation Partner Headquarters – Seattle, WA Main base of operations – Gurgaon, India 700 employees worldwide Utility vertical specialist – currently work with 5 major Utility companies, and also have experience in telecom and service providers which closely parallel the Duke Energy model How HyperQuality helps Duke Energy:  How HyperQuality helps Duke Energy Increased Quantity of Calls Monitored Lower cost of resources Higher quantity of calls evaluated Enables self- and team improvement Coaching Effectiveness Provide critical insight into improving key behaviors Empowers the team leader or supervisor First Contact Resolution (FCR) Identifying key drivers impacting FCR Home Page Report – Duke Energy:  Home Page Report – Duke Energy Agent Recap Report – Duke Energy:  Agent Recap Report – Duke Energy Agent Recap Report – Duke Energy:  Agent Recap Report – Duke Energy Quality Evaluation Form – Duke Energy:  Quality Evaluation Form – Duke Energy Quality Evaluation Form – Duke Energy:  Quality Evaluation Form – Duke Energy HyperQuality’s Purpose:  HyperQuality’s Purpose Change agent behavior and improve the customer experience. HyperQuality’s Method: Dramatically increase the quantity and quality of agent evaluations. :  HyperQuality’s Method: Dramatically increase the quantity and quality of agent evaluations. Sharp analysis with constant calibration Reliable and valid data Frequent and thorough reviews The Leading Quality Assurance Company:  The Leading Quality Assurance Company Headquarters – Seattle, WA 700 employees worldwide Offices in WA, CA, NY, NE, FL, MD and India Service Overview Evaluate 400,000+ calls monthly Maintain an accuracy of 99% Less than 2.5% escalations/scoring disputes Sophisticated online reporting system HyperQuality Clients::  HyperQuality Clients: The Problems They Solve:  The Problems They Solve Coaching Effectiveness Through evaluations, HyperQuality can provide critical insight into improving key behaviors and enhancing technical agent skills; empowering the team leader or supervisor with the ammunition needed for high impact coaching sessions. First Contact Resolution (FCR) HyperQuality can proactively identify the key drivers impacting FCR and drive improvements through continual evaluations and statistical analysis. Actionable Business Intelligence HyperQuality can drive quality improvements throughout your centers by proactively analyzing your KPIs (agent attributes, AHT, FCR, C-sat, etc) and give insightful feedback into performance issues and their root cause. Retention of customer verbatim statements can also provide process examination points and suggested modifications. HyperQuality & HyperView Consolidates & Calibrates Multiple Locations :  HyperQuality & HyperView Consolidates & Calibrates Multiple Locations Customer-Driven Platform: The Discipline of Quality:  Customer-Driven Platform: The Discipline of Quality Client Testimonials:  Client Testimonials “At first we were skeptical about HyperQuality’s service. So, we decided to give them a trial run in two of our four sites. In just three weeks, we reduced agent handle time by 1.13 minutes. This program is at 13x ROI.“ Mark Steinweg, Corporate Director Carlson Leisure Travel Services “We couldn’t believe the difference in improvement at our two sites. Although both sides improved, when our individual agents reviewed their scores daily and were given suggestions for improvement, their quality scores skyrocketed.” Royce Deveny, Project Lead Waste Management Slide31:  HyperQuality & HyperView Hyper…:  Hyper… HyperQuality is the name of the company that is assisting us in our quality assessment needs. HyperView is the web-based tool that is used to provide us with insight into your performance on those quality assessments. Countdown to launch:  Countdown to launch 4 . . . We have been conducting calibration sessions and they’ve been going very well, with the HQ team demonstrating comprehension of our complicated processes 3 . . . We have been working diligently with their team to ensure that our information is up to date, so that supervisor teams are set up appropriately Countdown to launch:  Countdown to launch 2 . . . Our supervisor and team leads should soon be provided with access so that they can begin review of your statistics 1 . . . Once they have a bit of experience in the tool, we’ll make it available for you, and then we’ll have Countdown to launch:  Countdown to launch Lift off HYPERVIEW CONSOLE – AGENT VIEW:  HYPERVIEW CONSOLE – AGENT VIEW Agent Feedback Detail:  Agent Feedback Detail Agent Feedback Detail:  Agent Feedback Detail The Agent Feedback Detail page provides your scores across all evaluations within the date range you specify by attribute Quality Feedback Overview:  Quality Feedback Overview The Quality Feedback Overview provides scores by attribute category for each evaluation within the date range you specify. Evaluation Link:  Evaluation Link The Evaluation Link will open a separate window, to display the actual evaluation form as well as a media player which you can use to listen to the call as you view the scores. Evaluation Link:  Evaluation Link Each attribute can be marked Yes or No – and some also have a Not Applicable (N/A) feature. IF you are marked as NO for a particular attribute, you will also see a comment in the box to the right, giving specifics about what had prompted the score. Evaluation Link:  Evaluation Link Within this area, your supervisor can provide comments to you regarding things to work on – or to even congratulate you on a call well done! Monthly Feedback Summary:  Monthly Feedback Summary CARE Process:  CARE Process Weekly Feedback Summary:  Weekly Feedback Summary CARE – Change Add Review:  CARE – Change Add Review HyperQuality Consultants do their level best to ensure that the scoring we provide for each interaction is accurate and actionable. We also recognize that, sometimes, there is a difference of opinion on how a call was scored. The process currently in place is fairly manually intensive, but we are working toward full automation of the dispute process. In the interim, the process is provided below for your review and questions. CARE – Change Add Review:  CARE – Change Add Review If a rep finds fault with the way a particular attribute is marked, he/she is to raise the issue with their immediate supervisor. If the Team Lead and Supervisor agree with the rep’s assessment, they are to populate a CARE Report (see format on subsequent page). The completed CARE Report is to be submitted to your internal Quality representative. The intention is to receive these Reports within 5 business days of the evaluation date CARE – Template:  CARE – Template CARE – Sample:  CARE – Sample Slide50:  Questions? Thank You for Your Attention

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