The Online Sales & Support Team
The Online Sales & Support team is one the largest teams for this large retailer. Associates handle a wide variety of situations for customers visiting their website and needing assistance through multiple channels.
After the solution's launch, AmplifAI Customer Success leaders worked with the online leaders to evolve from essential post-launch engagement and education, into consideration of effectiveness and results – involving deeper analysis of users and performance.
The Opportunity
The Online Team had set up a Balanced Scorecard in AmplifAI with three metrics representing their customer-critical survey metrics.
AmplifAI Customer Success leaders analyzed Q3 Balanced Scorecard performance results and found performance across associates were too similar, making it difficult to determine top performers. Additionally, they noticed an unusual pattern of a larger than average number of Associates in the top-performing category.
The AmplifAI CS team recommended including at least one key productivity metric in the Balanced Scorecard. A productivity metric would provide a more balanced perspective of Associate performance. CS leaders also suggested adjusting the weights and targets of all key metrics in the Scorecard to achieve a more statistically typical performance distribution.
The online leaders agreed and began planning for changes to be effective in Q4.
The Actions
The online leaders made several changes to action the recommendations discussed:
- Added # of Outbound Calls to their Balanced Scorecard
- Updated the targets and weights of other metrics in the Scorecard
- Reduced the overall quantity of metrics shown on Associates’ views
- Integrated more specificity into the behavior options of their coaching form
- Encouraged leaders to focus coaching on key Balanced Scorecard metrics
- Encouraged managers to leverage AmplifAI’s Coach-the-Coach workflow to further develop frontline leaders
The Results
Comparing Q1 to Q4, the online team reduced its outbound call percentage from 45% to 37%. This significant improvement had a direct impact in lowering AHT by 8% as well, resulting in tangible dollars to the bottom line.
In Q4, 4.68% of coaching sessions focused on outbound-productivity behaviors. That grew to 13.5% in Q1 – a 183% increase! And the Coaching Effectiveness of those efforts grew from 62.10%in Q4 to 73.84% in Q1, illustrating a terrific testimony to the realignment and leaders’ focus!
The results are certainly exciting – but the work isn’t done yet! Together, AmplifAI and this client’s online leaders continue working to further optimize their coaching focus and deliver results for even more success!
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