Method and system for improving performance of customer service representatives

• US 8,805,717 B2
• Filed: 08/24/2005
• Issued: 08/12/2014
• 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: Fleming, Jay, Kulik-Bender, Lorraine, McDevitt, Norine, Dales, Nancy, Graziano, Ann
• Primary Examiner(s): Singh, Gurkanwaljit
• Application Number:
  US11/210,944
• Publication Number:
  US 20060047566A1
• Time in Patent Office: 3,275 Days
• Field of Search: None
• US Class Current: 705/7.42
• 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:

collecting quantitative data from customer contacts and storing the collected data from customer contacts by the processor in a computer database;

collecting qualitative data from the service representative'"'"'s performance and storing by the processor the qualitative data in a computer database;

collecting quantitative data from the service representative'"'"'s performance and storing by the processor the quantitative data in the computer database;

generating by the processor a value of a quantitative performance score based on the quantitative data and a value of a qualitative performance score based on the qualitative data; and

,

paying the representative an incentive financial payout in accordance with a payout grid, the payout grid having a first axis representing values of the quantitative performance score in a plurality of preselected ranges and a second axis representing values of the qualitative performance score in a plurality of preselected ranges, a payout monetary amount being identified at each intersection of the respective preselected ranges.

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:

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 the quantitative data further comprises

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 the collected qualitative data comprises

a qualitative entry from an individual referencing a qualitative target, and further comprising:

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:

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

computing, for each of the skill levels, a combined score for the plurality of individuals assigned to the skill level;

plotting a separate grading scale for each of the skill levels based upon a plurality of quantitative and qualitative performance measures; and

,

displaying an indicator upon each of the grading scales corresponding to the computed combined score for each of the plurality of individuals assigned to the skill level corresponding to the grading scale.

9. The computer method of claim 1, further comprising the step of electronically informing an individual 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 an individual or sending an email providing feedback to the service representative.

11. The computer method of claim 10, further comprising:

prompting a supervisor to make a periodic review,

informing representatives,

ranking representatives, and

reporting the rankings for performance incentive decisions.

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

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 1, further comprising determining a skill set assigned to the representative, and selecting the payout grid associated with the skill set assigned to the representative.

14. The computer method of claim 1, wherein the qualitative performance score is a quality score and the quantitative performance score is an average call time.

15. The computer method of claim 1, further comprising:

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

transcribing a sequence of events for the monitored calls;

identifying call events of interest;

analyzing the transcribed calls;

quantifying data;

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

using the financial objectives in determining the payout monetary amounts.

16. The computer method in claim 1, further comprising establishing a target performance grade, the establishing of the target performance grade including researching performance factors that influence the success of a call and populating the payout grid with payout monetary amounts dependent on the performance factors.

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

18. The computer method in claim 17, wherein the 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, further comprising grouping representatives having similar skill sets to receive calls from customers that have issues capable of being addressed by representatives having particular skill sets.

21. The computer method in claim 19, wherein the primary skill set is used in developing the payout grid.

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

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

27. The computer method of claim 1, further comprising displaying the performance grade and the target performance grade to the representative.

28. The computer method of claim 1, wherein the quantitative data includes average call time.

24. 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, the stored information including quantitative data from customer contacts by the customer service representative, and qualitative data from customer contacts by the customer service representative received from individuals prompted to provide the qualitative data;

at least one of the corresponding processors being for generating the representative'"'"'s performance grade based on the quantitative data and the qualitative data and for determining an incentive payout based on a payout grid, the payout grid having a first axis representing values of the quantitative performance score in a plurality of preselected ranges and a second axis representing values of the qualitative performance score in a plurality of preselected ranges, a payout monetary amount being identified at each intersection of the respective preselected ranges;

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.

25. The computer system in claim 24 wherein the output device is one of a facsimile machine, printer, or photocopier.

26. The computer system in claim 24 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-implemented method for evaluating and rewarding performance of telephone call center performance representatives, comprising:

storing by a processor in a database in a memory a plurality of skill sets, each of said skill sets having an associated call handling time and quality score;

storing by the processor in a database a plurality of primary performance metrics;

ascertaining financial objectives;

populating, using the financial objectives, a plurality of payout grids, each of the payout grids associated with one of the skill sets, the payout grids employed to determine an amount of an incentive financial payout, the payout grids each having a first axis representing values of a quantitative performance score in a plurality of preselected ranges and a second axis representing values of a qualitative performance score in a plurality of preselected ranges, a payout monetary amount being identified at each intersection of the respective preselected ranges.

30. The computer-implemented method of claim 29, wherein the quantitative performance score is average call time.

31. The computer-implemented method of claim 29, wherein the financial objectives comprise reducing the cost per call.

32. The computer-implemented method of claim 29, wherein one of the skill sets comprises a group of skills including fluency in a foreign language.

33. The computer-implemented method of claim 29, wherein one of the skill sets comprises a group of skills including knowledge of a particular product.

34. The computer-implemented method of claim 29, wherein the performance metrics comprise one or more of satisfaction per call and courtesy.