Case Studies : Skipton Building Society
Based at the company head office in Skipton, North Yorkshire, the contact centre operates from Monday to Saturday, providing service to all its customers and members. The contact centre plays an especially important role for those customers who are not located near, or find it difficult to visit a branch. In addition it offers valuable support to staff working in the regional branches.
Karen Beck, added "We are always looking to improve customer service and the system we had been using for the training, coaching and evaluation of our agents was becoming out-of-date. Traditionally we would select one call at random, per agent, per day for evaluation. These calls would then be replayed by the supervisor and manually scored using a paper-based system. This would then be relayed to the agent on a weekly basis. This was an inefficient use of time and we wanted to find a system that would help us engage agents with the process."
The implementation took place in August 2006 during which time each of the three teams were given extensive NICE Perform training, based on their specific needs, especially focusing on the ability for supervisors to develop their own agent evaluation forms.
Skipton Building Society is already experiencing clear benefits from the system. Karen reveals some of the time saving advantages of the system, "It makes our call monitoring more streamlined and easier to manage. Now, if we start monitoring a call and get interrupted, we can pause the system and then return to that point and continue with the same evaluation. With our previous system we would have needed to start the call evaluation from scratch."
From a management point of view NICE Perform is definitely providing more structure to the evaluation feedback that the supervisors can then give to their agents. Karen continues "All of our agents gain real benefit from the individually tailored weekly coaching packages that NICE Perform enables us to create. These packages are stored on the agents’ desktop and highlight areas of excellence and identify scope for improvement, accompanied by the ability to playback samples of their own calls that the system automatically selects at random."
Karen’s comments on the flexibility of NICE Perform in the contact centre, "NICE Perform gives senior members of the team the ability to evaluate and monitor their own development. This gives supervisors more time to dedicate to improving more inexperienced agents."
"Feedback from our agents has been very positive indeed. We allocate time for side-by-side feedback sessions with each agent and combined with having all of the information presented to them on screen it really helps them to assess how they are progressing from one week to the next, giving them responsibility and involvement in the process."
Karen concludes, "The contact centre is at the forefront of our business and as such it is the perfect training ground for employees to learn about the business and then specialise in other departments within Skipton. The training and coaching NICE Perform enables us to provide benefits not only to the contact centre but also the business as a whole. It is now an invaluable part of our business operations."
Today's Tip of the Day - Engage Your Agents!
About Skipton Building Society :
Founded in 1853, Skipton Building Society provides mortgages, insurance, savings and investments through 79 branch offices and its contact centre helpline. By remaining mutual and not having to pay dividends to shareholders, we can continue to operate within much narrower margins.
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: Friday, December 22, 2006
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