Transcript: Retain Customers Production Time Aux 6 Coaching Sessions Managers Complete One on One Sup Role PC Huddle PC Problem Solving PC or Sit in on Agent/Supervisor 1 on 1 NSS Scorecard - FTE Manager Report - Shows errors agent in roll up Verify Supervisor PC's 4 PC's Per Agent 2 bind call reviews Per Agent AAR Review in Merced Scorecard Review AAR Transactions Report Identify Reasons for errors Adherence Goal = 90% Less than 90 = Red - Drill Down Reasons for cancellation Products that are canceled Product Mix Auto/Property Mix - 65% Property 1/Property 2 - 50% Standard/Non Standard - 75% PC's Post Bind Expectations Reversals Review Multiple Objectives Report in Merced Goal: 65% Sales, 75% Retention Production time is green Check Agent Activity Report for behaviors Production time is red = Drill down ACW above 20% Sales or 10% Retention Review agent activity to see where time is lost Aux above 15% Review "Time Spent" report in Merced to see where Aux time is lost. Review agent activity to see where time is lost Goal = 36 Net policies per agent Greater than = Green Less than Drill down Days worked (Attendance) ACD Inbound calls Cancels Credit for all policies sold Duplicate Quoter Mismatched Quoter EA Binds Held Policies Goal = Minimize Usage Aux 6 doesn't negatively impact your production time, but it is time lost. Run Time Utilization Report in IEX Subtract Aux 6 from production time Review Agent Activity Report in IEX to identify behaviors Effective December 5th the NSS Outliers report will now capture Aux 6 time as well. Happy customers! 90 Day Retained Rate Customer Experience GrossYield Rate Goal = 84% Review Call Metrics report in Merced Compare Individual Schedule in IEX to Agent Activity in IEX Check behaviors - ex. taking call right before huddle or lunch Goal: 15.1% Gross Yield Rate Below 15.1 - Drill Down ACD Calls How many call per agent per day MLB - 20% Quote Rate - 60% MLQ Rate - 25% Conversion - 28% Sell Policies Answer Calls Goal = 20% Less Than 20% = drill down MLQ Who quoted who bound report Review Product Mix Report Review for all products being written Binds Per FTE Multiline Bind Quality
Transcript: Customer Experience Usable Measure the experience in each touch point Coordinate and align all customer experience improvements programs across co. departments. Lake of KPI's . Conclusion Useful Pre & Post launch tests Include the product concept meeting in test process We need a strategy : First : What is important in customer journey ? Second : Monitoring and analyzing the experience Third : Transform the experience across all touch point . Customer Experience Management (CEM) methodology used for measuring , monitoring and finally transforming the experience. Customer Satisfaction Product & Services Tests Accuracy P&S stability On test process Experience is Every Thing What is CEM ? Customer Churn Rate Our Departmental KPI’s Customer Effort Score Enhancement Enjoyable Customer Experience Main KPI's Net Promoter Score Why CEM ?
Transcript: DEAL!!! 2 BANTT 3 Terms and conditions 5 Trail close Happy Customer Happy Candidate Happy Sentimus @ction ask for referal and recommodation @ctions Contact Customer and Candidate -first day visite customer with agreed present -1 week call Customer and candidate -1 month call Customer and candidate B udget ( how much budget is allocated for recruitment?) A utoriteit ( 1 DMU, 2 HR 3 recruitment) N eed ( Quality, Time, Money) @ction use qualify form T imeline ( Exact hiring date) T rust ( Deep Relationship Building DRB) 2 Cold Calling - Check Quality - No recruitment company - Only End customer - Focus on geografical- region @ction make leadlist - Explain Contract @ction read Sentimus Hiring contract - Always pitch for personal appointment @ction DRB - Always pitch for Job exclusivity Give back Guarantee - Commitment on both Sides @ction explain partnership - Only email the Contract when customer agrees on Terms - @ction email the agreed Sentimus contract for sign off 4 SEND OUT 1 Lead Customer experience - @ction Match within 24h three candidates for the new role - @ction do the Send Out via Catsone - @ction Close Customer on response refer to contract agreement Customer feedback within 24h - @ction Customer Invite candidate for interview plan ASAP -@ction Prepare Customer and Candidate for Interview - Inform the candidate about the interview process 1-2-3 interviews No match Customers gives feedback on the agreed terms Qualify form - @ction if Customer deviate from Qualify form educate Customer - @ction send new matching Candidate - Customer and candidate like eachother <3 - @ction Help and educate Customer and Candidate via Trail Close - Sign off on offer customer and Candidate 1 Hot referal - Own personal network Candidates & Customers @ction make leadlist
Transcript: ✳✱* What services and products does your organisation offer ? Who is the team? What are they responsible for ? What services and products does this department offer to customers? FEEL FREE TO COPY & PASTE THEM! Food & Beverage What types of services and products deliver an excellent customer experience in your organisation Bar Who is the team? What are they responsible for ? What services and products does this department offer to customers? What services and products does your organisation offer ? Customer Experience Support Services Housekeeping Who is the team? What are they responsible for ? What services and products does this department offer to customers? Who is the team? What are they responsible for ? What services and products does this department offer to customers? What services and products does your organisation offer ? Reception Accomodation Concierge Who is the team? What are they responsible for ? What services and products does this department offer to customers? Room Service What services and products does your organisation offer ? Restaurant Reservation add logo here Conference and Events Who is your team? What are you and your team members responsible for ? What services and products does your department offer to customers?
Transcript: Example of a Jeopardy Template By: Laken Feeser and Rachel Chapman When creating without a template... http://www.edtechnetwork.com/powerpoint.html https://www.thebalance.com/free-family-feud-powerpoint-templates-1358184 Example of a Deal or No Deal Template PowerPoint Game Templates There are free templates for games such as jeopardy, wheel of fortune, and cash cab that can be downloaded online. However, some templates may cost more money depending on the complexity of the game. Classroom Games that Make Test Review and Memorization Fun! (n.d.). Retrieved February 17, 2017, from http://people.uncw.edu/ertzbergerj/msgames.htm Fisher, S. (n.d.). Customize a PowerPoint Game for Your Class with These Free Templates. Retrieved February 17, 2017, from https://www.thebalance.com/free-powerpoint-games-for-teachers-1358169 1. Users will begin with a lot of slides all with the same basic graphic design. 2. The, decide and create a series of questions that are to be asked during the game. 3. By hyper linking certain answers to different slides, the game jumps from slide to slide while playing the game. 4. This kind of setup is normally seen as a simple quiz show game. Example of a Wheel of Fortune Template https://www.teacherspayteachers.com/Product/Wheel-of-Riches-PowerPoint-Template-Plays-Just-Like-Wheel-of-Fortune-383606 Games can be made in order to make a fun and easy way to learn. Popular game templates include: Family Feud Millionaire Jeopardy and other quiz shows. http://www.free-power-point-templates.com/deal-powerpoint-template/ Quick video on template "Millionaire" PowerPoint Games Some games are easier to make compared to others If users are unsure whether or not downloading certain templates is safe, you can actually make your own game by just simply using PowerPoint. add logo here References Example of a Family Feud Template PowerPoint Games are a great way to introduce new concepts and ideas You can create a fun, competitive atmosphere with the use of different templates You can change and rearrange information to correlate with the topic or idea being discussed. Great with students, workers, family, etc. For example: With games like Jeopardy and Family Feud, players can pick practically any answers. The person who is running the game will have to have all of the answers in order to determine if players are correct or not. However, with a game like Who Wants to be a Millionaire, the players only have a choice between answers, A, B, C, or D. Therefore, when the player decides their answer, the person running the game clicks it, and the game will tell them whether they are right or wrong.
Transcript: SUCCESS What is Customer Experience ? EFFORT Conclusion Customer Experience Based on how hard or easy is it for them to do what they want to do. Based on how interation make them feel. Based on whether or not they are able achieve what they want to do. EMOTION Customer experience is the perception that customers have of their interactions with an organization
Transcript: Unfortunately, a bad experience in Argentina!! Why not changing the supplier? Price High! (in comparison with the service provided) Product Sometimes the line falls down. Signal is not available everywhere. People They don´t seem to be there to help you Physical enviroment It is strongly common to find telephone devices even when you go to one of the customer service offices! Process A general perception of lack of attendance to consumer´s requirements The gap between consumers expectations and the service provided increases Cellphone Service Rebuild Strategy Customer Satisfaction as the main goal I did it once, and in the end WAS THE SAME! Talking to the call center is a huge challenge.
Transcript: Customer related challenge for the Public Sector Demand can go up Do more with less Public Sector Decreasing demand 11006193 12001677 12007924 11005068 12005394 Austerity FERRELL, O. C., DIBB, S. and SIMKIN, L. 2005. Marketing: concepts and strategies. United States: Houghton Mifflin Company. FLYNN, N., 2012. Public Sector Management. 6th ed. London: Sage. HA, S.H. and LEE, M.J., 2010. Customer service quality improvement in the public sector through the Internet. Total Quality Management [online]. November, vol. 21, no. 11, pp. 1161-1176. [viewed 19 March 2015]. Available from: http://eds.a.ebscohost.com/eds/pdfviewer/pdfviewer?sid=b67491fd-e26a-4c48-92ab-2fbcf3521ecb%40sessionmgr4002&vid=1&hid=4113 HARRIS, E. K. 2009 Customer Service: A Practical Approach. United States: Pearson Education Ltd. HEMINGWAY, S., COXON, G., MUNDAY, D. and RAMSAY, M., 2014. Austerity is bad for mental health: implications for mental health nurses. Mental HEALTH NURSING [online]. Vol. 33, no. 6, pp. 7-9 [viewed 18 March 2015]. Available from: http://search.proquest.com/docview/1476213707/5BE1401635CF4733PQ/110?accountid=12269 HUGHES, O. E., 2003. Public sector management. 6th ed. United Kingdom: Sage Publications Ltd. LAWTON, A. and ROSE, A. 1999. Public Services Management. Harlow: Pearson Education Ltd. LESLIE, K. and CANWELL, A. 2010. Leadership at all levels: Leading public sector organisations in an age of austerity. European Management Journal [online]. January, vol.28, no.4, pp.297–305 [viewed 19 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S0263237310000319 POLLITT, C., 2003. The essential public manager. England: Open university press. RANSON, S., and STEWART, J., 1994. Management for the public domain: enabling the learning society. New York: Basingstoke. SAUNDERS, P., 1986. Social theory and the urban question. 2nd ed. London: Hutchison. SIMMONS, R., POWELL, P., and GREENER, I., 2009. The consumer in public services choice, values and difference. Bristol: The Policy Press. (Leslie and Canwell 2010). Private Customer Public User Public sector user complexity Austerity and performance measurement challenges Public Sector Non Profit Sector Measuring Performance Private Sector Benchmarking Targets Dashboards League Tables Time Consuming Discouragement (Staff`) Inconsistent Message Cost Still expected to deliver and improve quality Reduce deficit and debt Cut public sector spending and employment (Ha and Lee 2010, Ferrell et al. 2005, Harris 2009, Hicks 1958, cited in Hughes 2003) Customers The User Has flexibility over business structure and offerings The User Voice Advantages Help expose risks Improvements to management practice A basis for planning (Borges et al. 2013; Clayton et al. 2015) (Flynn 2012) (Pollitt 2003) (Saunders 1986) (Simmons, Powell and Greener 2009) (Stewart and Ranson 1994) (Lawton and Rose 1999; Cappellini et al. 2014). BENJAMIN, L.M and CAMPBELL, D.C., 2014. Nonprofit Performance – Accounting for the Agency of Clients. Butterworth-Heineman: UK BORGES, W., CLARKE, H. D., STEWART, M. C., SANDERS, D., and WHITELEY, P. 2013. The emerging political economy of austerity in Britain. Electoral Studies [online]. January, vol.32, no.3, pp.396–403 [viewed 19 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S0261379413000681 BRENT, A., 2012. Adult Social Care. Palgrave Macmillan: UK CAPPELLINI, B., MARILLI, A., and PARSONS, E. 2014. The hidden work of coping: gender and the micro-politics of household consumption in times of austerity. Journal of Marketing Management [online]. January, vol.30, no.15,–16, pp.1597–1624 [viewed 18 March 2015] Available from: http://www.tandfonline.com/doi/abs/10.1080/0267257X.2014.929164#.VQrOTTgfxoA CARNOCHAN, S., SAMPLES, M., MYERS, M and AUSTIN, M.J., 2014. Performance Measurment Challenges in Nonprofit Human Service Organizations. Nonprofit and Voluntary Sector Quarterly. Sage journals:USA CLAYTON, J., DONOVAN, C., and MERCHANT, J. 2015. Emotions of austerity: Care and commitment in public service delivery in the North East of England. Emotion, Space and Society [online]. January, vol.14, pp.24–32 [viewed 15 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S1755458614000759 DRUCKER, P. F., 2012, Managing The Non-Profit Organization, Routledge: UK Conclusion Private Sector Contemporary Issues in the Non-Profit Sector References (Hemingway et al. 2014) Private Sector Ways of Measuring Performance Private Sector Debbie Arthur Elin Andersson Hannah Cathcart Jake Gillespie Marija Antipina Contemporary Challenges in Non-Profit Organizations Public Sector Public Services Accountability Reward Success Customer service · Customer loyalty · Customer satisfaction · Customer retention The User Choice Public Sector
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