Method and system for improving performance of customer service representatives

• US 20060047566A1
• Filed: 08/24/2005
• Published: 03/02/2006
• Est. Priority Date: 08/31/2004
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Graziano, Ann, Dales, Nancy, Fleming, Jay, Kulik-Bender, Lorraine, McDevitt, Norine
• Granted Patent: US 8,805,717 B2
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The computer method for managing performance of a customer service representative comprising: establishing a target performance grade, collecting a set of quantitative data generated as a result of customer contact; collecting a set of qualitative data input characterizing service representative performance; generating a performance grade based on the sets of quantitative and qualitative data; and determining if the target performance grade has been met; and if the performance grade has been met, paying the service representative based upon said successful performance grade and if the performance grade has not been met, then paying displaying a the performance grade.

Claims

1. A computer method for managing performance of a customer service representative comprising the steps of:

establishing a target performance grade;

collecting data from customer contacts;

collecting qualitative data from a service representative'"'"'s performance;

generating the representatives performance grade based on the data; and

,

if the representative'"'"'s performance equals or exceeds the target performance grade, paying the representative based upon said performance grade, and otherwise if the performance grade has not been met, then displaying the performance grade.

2. The computer method of claim 1, wherein collecting the quantitative data comprises collecting customer management service information characterizing actions by the representative.

3. The computer method of claim 2, wherein collecting the quantitative data further comprises one or more of the steps of:

receiving time keeping information,

receiving an assigned schedule,

referencing an attendance target, and

referencing an attendance score based on a comparison of the time keeping information with the assigned schedule and the attendance target.

4. The computer method of claim 2, wherein collecting of quantitative data further comprises one or more of the steps of:

receiving call duration information,

referencing an efficiency target, and

referencing an efficiency score based on a comparison of the call duration information with the time keeping information and efficiency target.

5. The computer method of claim 1, wherein collecting the qualitative data input further comprises one or more of the steps of:

prompting a supervisor to input qualitative performance scores,

accessing qualitative comments in response to a supervisor input;

receiving a qualitative entry from the supervisor referencing a qualitative target, and

referencing a qualitative score based on a comparison of the qualitative entry with the qualitative target.

6. The computer method of claim 1, wherein collecting quantitative data further comprises:

receiving on-line time information;

referencing an effectiveness target; and

referencing an effectiveness score based on a comparison of the on-line time information with the time keeping information and effectiveness target.

7. The computer method of claim 1, further comprising plotting a grading scale based upon a compiled plurality of weighted quantitative and qualitative performance measures.

8. The computer method of claim 7, further comprising one or more of the steps of:

referencing compiled performance scores for a plurality of individuals assigned to a skill level;

computing a combined score for the group;

plotting a grading scale based upon a plurality of quantitative and qualitative performance measures; and

,

displaying an indicator upon the grading scale corresponding to the computed combined score for the group.

9. The computer method of claim 1, further comprising the step of electronically informing a supervisor of the performance of the service representative.

10. The computer method of claim 1, further comprising one or more of the steps of displaying performance scores of a service representative to a supervisor or sending an email providing feedback to the service representative.

11. The computer method of claim 10, further comprising at least one of the steps of:

prompting a supervisor to make a periodic review by informing representatives,

ranking representatives,

tracking accomplishments of the representatives, and

reporting the representative rankings for performance incentive decisions.

12. The computer method of claim 10, further comprising one or more of:

generating performance scores based upon call efficiency,

generating performance scores based upon effectiveness in servicing a customer,

generating performance scores based upon quality of advice, and

generating performance scores based upon professionalism.

13. The computer method of claim 10, wherein the representative is paid in accordance with a payout grid by skill.

14. The computer method of claim 13, wherein the payout grid comprises a matrix of quality scores and average call times.

15. The computer method of claim 1, wherein the step for collecting data from customer contacts further includes:

monitoring calls received by the service representative and collecting data on the call service representative;

transcribing a sequence of events for the recorded calls;

identifying call events of interest;

analyzing the transcribed calls;

quantifying data; and

,

calculating parameters corresponding to efficiency of call effectiveness and establishing financial objectives based at least in part upon information provided to the caller.

16. The computer method in claim 1, wherein establishing the target performance standard further includes the step of researching the performance factors that most influence the success of a call and populating an incentive payout grid.

17. The computer method in claim 16, wherein the incentive payout grid is based upon achievement of primary attributes such as primary skill sets, performance activity metrics, and program eligibility criteria.

18. The computer method in claim 17, wherein the incentive payout grid is based upon secondary attributes that affect customer contact center operations.

19. The computer method in claim 17, wherein the primary attributes include a primary skill set including at least one of:

fluency in a foreign language, familiarity with a demographic constituency, knowledge of a particular field of law, product or vendor of a product.

20. The computer method in claim 17, wherein the wherein individuals having similar skill sets are grouped according to receive calls from customers that have issues related to matters with which those possessing the skill set can ably assist.

21. The computer method in claim 16, wherein the primary skill set is used in developing a payout grid, which is populated with monetary amounts as an incentive award.

22. The computer method in claim 16, wherein establishing the target performance includes the further step of establishing a primary performance attribute.

23. The computer method in claim 17, wherein the performance metrics are based upon satisfaction per call, average calling time, courtesy, subject knowledge, and success in handling the customer inquiry.

24. The computer method in claim 15, wherein establishing financial objectives includes the step of combining the performance standard and the average call time to produce an incentive payout grid.

25. The computer method in claim 15, wherein paying the representative further comprises the step of creating a payout grid having a quality score based upon an average call time

26. A computer system for managing performance of a customer service representative comprising:

one or more terminals for servicing the customer and for managing, collecting and calculating a combination of performance metrics for the individual customer service representative each having a corresponding processor, which includes a display and a memory;

operably connected to a telephone system for receipt of incoming calls;

a database interconnected to the terminals for storing information related to whether a customer service representative is entitled to an incentive payout;

an electronic output device for producing documents in at least one of text, graphics, and electronic transfer mode, said output device being interconnected and responsive to each of said plurality of terminals; and

,

a corresponding input device for receiving predetermined input into said processor.

27. The computer system in claim 26 wherein the output device is one of a facsimile machine, printer, or photocopier.

28. The computer system in claim 26 wherein the input device receives data from a server over a global computer communications network, a wide area network, a metropolitan area network, a local area network, a terrestrial broadcast system, a cable network, a satellite network, a wireless network, or a telephone network, or portions and combinations thereof.

29. A computer database for managing performance of a customer service representative having stored therein a skill set, an associated standard average call time and an associated standard quality score.

30. The computer database in claim 29 further having stored therein:

data resulting from customer contact,

data resulting from monitoring calls,

data received by the service representative,

data resulting from the call service representative;

data resulting from transcribing a sequence of events for the recorded calls;

data resulting from identifying call events of interest;

data resulting from analyzing the transcribed calls; and

data resulting from quantifying data and calculating parameters corresponding to efficiency of call effectiveness and data resulting from establishing financial objectives based at least in part upon information provided to the caller.