Case Studies : Mobistar
On NICE's Solutions For
In its contact centers Mobistar handles approximately 8,000–12,000 business and residential customer calls per day or 2.85 to 3 million calls per year. Customers call in about a wide variety of topics, on almost everything within the scope of telecom service, including technical customer support, handsets, invoices, coverage, or more information on promotions.
For Mobistar, evaluation and coaching are two totally different concepts. Evaluation is perceived as placing borders; which means to the agent that if they're not performing they can lose their bonus, for example.
At Mobistar the focus is on what they call "SKAP" – where the purpose of coaching is to enhance Skills, Knowledge, and Attitude, in order to get better Performance. Their coaches are responsible for the evolution of the agent, by monitoring agent interactions with customers and then conducting coaching feedback sessions.
Mobistar has developed several processes and forums to enable agent evolution, for example – a "coaching island", which is an area that is used by three agents and one coach. In this scenario, an agent also becomes a coach, and the coach can function as an agent. The coach will get a real call, and the agent will monitor him or her. Then they discuss the call, and positions are switched.
"Basically, an evaluation can teach an agent about "the ingredients of a cake", but a coach will be the one who can see how the "agent bakes the cake", and will be the primary source of evolutionary guidance".
Mobistar was looking for a solution that would help them empower agents through a unique coaching approach, while streamlining their quality monitoring processes.
Before NICE, Mobistar had "side-by-side" and "listening-in" quality checks, which they found to be limited. For example with listening in, the supervisor does not know whether the agent is on the proper screen. With side-by-side supervisors can not playback the call later. With NICE they have all of this, and it's documented too.
With NICE they have the call readily available to play whenever they want, they can rewind, and correlate to screen activity to see if agents are following the proper script, for example.
"NICE makes life a lot easier for coaches and for agents."
The Implementation Process
The Implementation process, done in cooperation with NICE partner Dimension Data, included several phases: initial observation and functional design, training courses, QM consulting sessions and follow up visits. NICE's Customer Education Services team came to Mobistar to help define business objectives in terms of coaching; assess our processes at many levels of the organization; including QA, support and operations, and drill down to specific needs and objectives; to help design specific processes for more efficient coaching and ultimately help agents evolve into better performers.
"The whole process was very smooth."
Today's Tip of the Day - Intelligent Use Of Technology
About Orange Belgium:
Orange is the brand used by France T?l?com for its mobile network operator and Internet service provider subsidiaries. The brand was created in 1994 for Hutchison Telecom's UK mobile phone network, which was acquired by France T?l?com in August 2000. In 2006, the company's ISP operations, previously Wanadoo, were also rebranded Orange. Orange is now the unique commercial fa?ade of almost all France Telecom services. Orange France was incorporated in 2005 and has its headquarters in Arcueil, France.
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Tuesday, October 24, 2006