Hyperquality India Pvt Ltd-Professional services offerings

© 2011, HyperQuality Inc. Confidential 1

Professional ServicesOverview

Apr 2011Gaurav RaiDirector, Professional Services


Professional Services team at HyperQualityTM facilitates enterprise-wide deployment of Process Improvement initiatives using various quality frameworks. The team consists of highly qualified professionals including ASQ black belts, ASQ

CMQ/OE and certified PMPs

O u r M e t h o d o l o g i e s

O u r M e t h o d o l o g i e s

O u r P r o d u c t sO u r P r o d u c t s

About Professional Services

Customer Experience

Management

• Multivariate data analysis to identify the key drivers of CSAT

• Identify QA form attributes corresponding to key drivers

Contact Center Performance Improvement

• AHT Reduction• Sales Advancement• Retention Advancement• Process Standardization

Benchmarking

• Analysis of Key-Drivers affecting ROI

• Performance Comparison to best-in-class attributes already identified

Process MRI

• Periodic Detailed Vendor / Site Performance Analysis

• Identify Low hanging fruit to score quick wins

About Professional Services


Analysts – PSGreen Belts

Asst. Manager – PSCSSBB – ASQ (Trained), PMP

Managers – PSCSSBB – ASQ, PMP

Director – PS CSSBB – ASQ, PMP, B-Tech

Gaurav Rai

Nitin Jaitly Amanbir Singh

Shailendra

Process Engineering

Speech Analytics

HQ Professional Services Team


Oth

ers

PS Service Offerings

Customer Experience Management Services

QA Elements to capture Customer

Experience

Customer Experience Survey Design

Benchmarking

Process MRI

Development of an evaluation (QA) form through survey data and call analytics

Development of customer experience survey through design, pilot testing supported by data analytics

Understanding of client’s performance in comparison to other organizations across and within the industry

Ongoing engagement with clients to identify & work on various improvement opportunities

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PS Service Offerings

Contact Center Performance Management Services

Average Handle Time (AHT) Reduction

Sales Effectiveness Improvement

Process Standardization

(BPMS)

First Contact Resolution (FCR)

Improvement

Through call and data analytics, HQ helps their client to significantly reduce their transaction / call handle duration

Through call and data analytics, HQ helps their client to significantly improve their sales effectiveness

Development of process documentation, Metrics identification and reporting through dashboards

Through call and data analytics, HQ helps their client to significantly improve their first contact resolution

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Collections Improvement

Through speech analytics and six sigma framework driven approach, HQ targets significant improvement in collections

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About PS @ HyperQuality

Products / Services Industry Type Description Impact

Customer Experience Management System

Telecom, Technology, Finance

QA form alignment to CSAT drivers

CSAT – QA scores within + 5%

Average Handle Time Reduction Retail, Travel Reduce call handle

time12% reduction in handle time

Retention Model Retail, Telecom Improve Customer retention

Statistically significant improvement

Process Standardization - QA function deployment

Insurance Setup of quality function

Streamlined process, reduced manual hours, less errors

First Call Resolution Improvement Finance Increase the first

call resolutionImprovement by One Sigma level

Sales Effectiveness Improvement Retail Increase the sales

conversion rate

Statistically significant improvement


Customer Experience Management



CSAT Data

Existing QA Form

Key Driver Analysis

Call Analysis

• Multivariate Analysis• Interdependence Model• Dependence Model• Relative Importance

Study• Call Listening

ProcessInput

NEW QA Form

Output

Through the structured methodology, you get a QA Form that is aligned to the CSAT score

Evaluation (QA) form to capture Customer experience



Key Drivers(Independent Variables)

Sati

sfa

cti

on

wit

h:

Attribute 1

Attribute 2

Attribute 3

Attribute 4

Attribute 5

Attribute N

Overall CSAT(Dependent Variable)

“Importance”

Multivariate Analysis

Inter -dependence

Model

Dependence Model

Relative Importance

Study

CSAT Survey Questions

Evaluation (QA) form to capture Customer experience – Key Driver Analysis



Identified Key Drivers

Call Analysis

Call Analytics

Call Listening

Attributes for

New QA Form

Attribute x

Attribute y

Attribute z

Attribute n

Post Call Analysis, the new QA Form is aligned with the overall CSAT

Evaluation (QA) form to capture Customer experience – Call Analysis


OBJ

ECTI

VE

APPR

OAC

H

A 60 Billion dollar credit card and loan provider company wanted to know if the parameters used to measure the agent performance through the quality assurance (QA) form were really capable of sensing their customer’s overall satisfaction levels on the brand and quality of service.

• Identification of the factors which drive the overall customer experience through the HQ’s home grown tool called ‘Key Driver Analysis – KDA’• Check whether the attributes used to

measure call quality are aligned to gage the customer satisfaction as well• Analyze a sample of calls to modify the

attributes of existing quality assurance (QA) form

85%

81%

84%

86%

87% 87%

78%

79%

80%

81%

82%

83%

84%

85%

86%

87%

88%

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Before

After

Mean = 86.8%

Mean = 83%84% 87%

82% 84%

83% 86%

85% 87%

86%

83%

88%

85%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

Week 1

Week 2

Week 3

Week 4

Week 5

Week 6

Week 7

Week 8

Week 9

Week 10

Week 11

Week 12

Mean = 85.2%

Month 4 Month 5 Month 6

QA Data C-Sat Data

Case Study – QA & CSAT Alignment

RESULTSAfter the successful testing, the new QA form was then applied this to a larger sample and found to improve the overall customer experience by 2-4% in just a quarter


Contact Center Management System

1. Process Standardization (BPMS)

2. Sales Effectiveness Improvement

3. Handle Time (AHT) Reduction

4. First Contact Resolution (FCR Improvement

5. Collections Improvement


Process Standardization (BPMS)

The BPMS project would follow a phased approach, hence it has broken down into various phases

During the workshop, HQ team would identify (in discussion with the client) all the processes, falling under the purview of BPMS project, in the form of Process Architecture

Process Discovery Workshop

Client to pick 3-5 processes on which the rest of the project phases would be executed

Process Mapping

Nomination ofBusiness

Processes

Process Risk

Identification

KPI Identificatio

n

Performance

Dashboards

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3 4 5 6


Process Standardization (BPMS)

Process Discovery Workshop, Process Architecture

Mapping of AS-IS Processes

Process Risk Identification (Using FMEA tool)

Mapping of TO-BE Processes

Key Performance Indicator / Metric Identification

Performance Reporting / Publish Dashboards


Sales Effectiveness Improvement

DEFINEDefinition of Need to Improve Sales Effectiveness

Validate Sales Performance Measurement

Determine Key Factors Impacting Sales

Recommendations to Improve Sales Performance

Report Controlled Improvement

MEASURE

ANALYZE

IMPROVE

CONTROL


Sales Model Summary

How effective is my Sales

Process?

How much improvement

do I want?

Map the Sales Processes at High Level

Definition of Need to Improve

Sales Effectiveness

Validate Sales Performance Measurement

Determine Key Factors

Impacting Sales

Recommendations to Improve

Sales Performance

Report Controlled Improvement

DEFINE MEASURE ANALYZE IMPROVE CONROL

How are my Sales

Performance being

measured?

Confirm / Validate the usability of

available data

Create the data collection plan, if available data

is not usable

Factors potentially

impacting Sales performance

Capture Data: Existing Data + Call Listening

Key Driver Analysis:• Rebuttal Analysis• Agent Behavior

Analysis• Script Analysis• Hypothesis

Testing

Recommended Actions to address

Key Factors affecting the Sales

Execute Pilot on the finalized

Recommendations

Measure the revised Sales Effectiveness

(Pilot Performance)

Control Charts to show consistent improvement in

Sales Performance

Handover of Project

Documentation


Average Handle Time Reduction

Identify Top Contributors to AHT

Detailed Process Mapping

Best Process Identification

Value Stream Analysis

Implement New Process Map Action Plan

Identify Top Contributors to AHT



Best Process Identification



Implement New Process Map

Implement New Process Map Action PlanAction Plan


FCR (First Contact Resolution) Improvement

Factor 1

Factor 2

Factor N

.

.

List of Top reasons

Through brainstorming with the vendors and control impact

analysis Data analytics to validate the

reasons

Translate the improvement on the validated reasons to increase the First Call

Resolution

Third levelFirst level

• Comparative analysis through statistical tests to get the significant factors

• Variation analysis – within and across

Second level

Factors identification exercise using “Fish Bone Diagram”

Prioritization of factors using FMEA (Failure Modes and Effect Analysis)

Understand and Standardize FCR calculation methodology across all Business Units

Calculation of FCR at Issue Type level for each Business Unit


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1234..N

Calls

Ou

tbou

nd

(D

iale

r)In

bou

nd

Connected to correct

agentCall transferred to correct agent

Not connected to customer

Connected to customer

• Full Payment

• Installment

• Settlement

• Financial Profile

• Holding Paymentor (No payment / Dispute)

Payment Ladder

Promise to Pay

No Paymen

t

Promise Kept

Promise NOT kept

Promise to Pay

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HQ focuses 4 major improvement areas

Collections Improvement Model


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HQ targets the improvement of ‘Contact Rate’ (based on time of day, risk assignment, penetration rate of calling list, agent resource availability etc.) by analyzing the lists and providing suggestions

HQ executes the call analytics to understand the major drivers for call (inbound) transfers and helps maximizing the contacts with the right customer service representativesHQ applies the call evaluation and speech analytics to ensure the thorough coverage of calls (both outbound and inbound) to understand the agent behaviors to maximize:• Conversion of settlements / no payments to full payments• Ensuring high hit ration of ‘promise to pay’• Taps the trends of promised against forecasted collection through data

analytics

Through monitoring that is custom tailored to the business need, HQ helps in identification of key strengths and areas of opportunities for the customer service agents leading to better understanding of agent skill sets in order to maintain a balance of the inbound calls and outbound collections callingHQ also helps improving the call routing based on Criteria to handle the calls (e.g. types of calls, levels of delinquency, debtor risk score, debtor contact record etc.) to give priority to calls

Additional Improvements

HQ Solution

Collections Improvement – Solution

Hyperquality India Pvt Ltd-Professional services offerings

Business

contact resolution

process standardization

customer experience

data analytics

speech analytics

hq helps

qa form

significantly improve