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1. ASPIRE User Manual Learning Assignment History Name Comment Status Completed 1 item Assigned 13 May 2009 2 items Mike Agent Mike Agent assigned this Test Team 1 Mike Agent Assign to Test Team Test Team 1 Status Not Started 1 ikem Agent 2 Agent 2 Test Team 1 Learning with Learning Sessions A user can access learning assigned to them by clicking My Learning in the Home group of the explorer bar Note If the user is a manager of a team or unit they will have an extra item called Learning Assignments which will allow them to see the learning of users whom they manage Home Dashboard My Learning My Dashboard 3 Close E Learnin E My Evaluations s Date Assigned Date Completed Reference Comments Progress a2 My Coaching 19 05 2009 19thMay Amended version Test Team 1 2 members 0 19 05 2009 19thMay Amended version Assigned to Test Team 1 0 p mwem O 19 05 2009 19thMay Amended version Need to cancel 0 P Learning Assignments User Options Double click the learning Session to open it You will be presented with a Learning Session form Play the Media file if attached and add your response to the questions When you have finished click Finish in the toolbar 62 e ASPIRE User Manual Dashboard MyLearning New Learning Session Finish ie Cancel ee Learning Details n Session Name New Learning Session s Group 1
2. The media folders tab allows the default settings to be overridden for each user This is especially useful if Managers download calls from their call recorder for their own agents and stores them on their local PC before evaluating In this scenario they can override the Used Media Folder to point to a folder on their own PC The following pre saved media files can be imported for evaluation Audio wav wma mp3 Video asf avi mpg wmv Once you complete and save the evaluation the media file will be given a unique name and moved to a central location ASPIRE User Manual e 23 Recorder Tab Personal Details Employment Details Evaluation Media Recorder Photo Recorder Details User ID Channel The User ID and Channel fields in the Recorder Details section are used in conjunction with either your integrated call recorder or Media File Maps depending on your configuration for the random selection of calls for evaluation If you have an integrated call recorder you can enter the user identifiers and or recorder channel here Depending on your configuration this could be imported automatically from the call recorder Alternatively you can enter any information here such as a folder name that a Media File Map can use to find calls for this user Photo Tab The Photo tab can be used to ad a photo of the employee Click OK to save and create the new user Once the user has been created
3. New Folder 3 New Learning Template Question 1 Group 1 New Learning Template To edit existing questions right click the question and select Edit question from the context menu Position the cursor in the text box you wish to edit and edit accordingly Maximum number of questions You can have up to a maximum of 255 questions in a template however we would not recommend exceeding 10 20 questions Moving Groups and questions Should you wish to move a group of questions into a different position after they have been created you can do so by right clicking the Group or question and selecting either Move Up or Move Down from the context menu AAS IRE User Manual Learning templates G Sub folder 1 D E G Company Standards La Evaluation Course La New Folder e New Learning Template Gs Group 1 Question 1 Group 1 New Learning Template Ev Q2 Group E Edit Question Delete Question Moving Folders and Templates Should you wish to move a Folder or Template you can simply drag and drop it into different location A Template can be moved to another folder and a Folder can be moved to become a sub folder or dropped into the white space to make it a root or top level Folder The user s view of Folders and Templates is dependent on their position within the organisation hierarchy Move New Folder re you sure you want to mowe this Folder to Learning templat
4. The media file is loaded into Aspire and the media file name is also shown Source 50 e ASPIRE User Manual Media s Media File SOUrce Managoog054 way The media file can now be controlled from within Aspire The Author is now ready to begin Reject Media If the media file is not suitable you can reject it by clicking Reject Media on the menu bar Reject Media Gre you sure you want to reject the Following media Managog054 way Please provide a reason why You must enter a reason why you are rejecting the media file This will help you or other Authors if they try to select this media file again Setting the expert response to a Question On the session template form you have the list of Groups and Questions Dashboard Learning Sessions New Learning Session bel Save and Close bel Cancel Search Media Y Assign Learning Session Learning Details Session Mame New Learning Session B Group 1 Creation Dake 14 July 2009 Template Mew Learning Template i Ahar Mike Manager D Question 1 Group 1 New Learning Template Mo Yes Oz Group 1 Yes ASPIRE User Manual e 51 A round blue button icon a to the left of the Group signifies an Interpretation Note which gives more information about the Group A thought bubble amp blue button icon B to the left of the Question signifies an Interpretation Question extension which gives more information about the question Click the button to open the i
5. ASPIRE can present a random call for evaluation based on the evaluation selection criteria Media Media File Saura Media Fie Map lacal Recordings Defaul s Date Range O Last ja Dens C Range From 3 01 To zines ASPIRE User Manual e 67 The default is to search for calls in the last 14 days using the default Media File Map unless this has been overridden for the currently logged on user Both the Media File Map and the date range can be fine tuned at this point by the evaluator Note If the Media File Map does not have any mappings to date information any date range in the selection criteria will be disregarded Click on Random Media from the menu bar to load a call Media File Selected ASPIRE has selected a media File at random From the 3 available You will see a message box showing that a media file has been selected at random and the number of media files found that matched the criteria Note ASPIRE will not select media files that have previously been evaluated or that have previously been rejected for evaluation If no media was found you will see the following message No Media Found E 1 No available media was Found matching the criteria specified You can either adjust your selection criteria make sure calls have been exported to the folder referenced by the Media File Map or Search for a media file manually Reject Media If the media file presented is not s
6. ASPIRE gives you the option to add as many Bookmarks as you like for each Definition Simply right click an existing bookmark and select New Bookmark from the context menu When you have finished adding Bookmarks against the Definition you must press OK to save the entries Attachments You can also attach a file to the bookmark by clicking the browse button in the Attachment box You can browse your computer for a file to attach this can be any kind of file such as a word document spreadsheet audio or video file PowerPoint presentation etc Bear in mind that you need to have a program installed on your computer to open the type of file you have attached for example if you attach a PowerPoint file to the bookmark then you must have Microsoft PowerPoint installed on your computer to view the presentation You can also add a hyperlink as an attachment To do this type the hyperlink in the attachment box you must enter the full URL beginning with http or https We recommend that you copy the URL from the address bar in your internet browser To open or view the file you have attached click on the Open button in the attachments box Sounds enthusiastic System Text test attachment Attachment 20090923140616 1 Using your voice xls Open 72 o ASPIRE User Manual Bookmarks with Text and Audio Sound bite In addition to adding a text comment this can be augmented with a sound bite from the call which
7. pdf Microsott Excel xls Microsoft Excel Data Only xls Microsoft Word doc Rich Test Format Browse to the folder where you would like the report saved and provide a file name Then select the required format from the Save as type drop down box ASPIRE User Manual e111 Seven Step Guide to Implementing a Quality Monitoring Programme The following Guide has been prepared by QUALTRAK to help you implement a successful quality monitoring program using The following guidelines will take you through the process of implementing the program in easy step by step stages The objectives are to help you set up a program that Aligns the quality programme with your business objectives Gains the support and commitment of the employees Creates continuous development for the staff Makes monitoring and coaching enjoyable and rewarding Why implement a Quality Monitoring program With manpower costs being the biggest cost in call centers typically over 60 optimizing the performance of the advisors is a critical factor in managing a successful call center Many call centers are recognized and managed as profit centers Advisor performance impacts in so many areas For example by creating customer loyalty leading to reduced customer churn Customers buy from people and if the experience is enjoyable and satisfying that customer will not only remain loyal to the Brand but will also tell others of his experience thus le
8. Creation Date 14 July 2009 Template New Learning Template Ratios Mike Manager B Question 1 Group 1 New Learning Template Yes LNO Media Media File Manag09073 mp3 Source Agnes Release_Me mp3 CODO Comments This is a gener al comment regarding the Learning Session This will give you your alignment index which is calculated from the number of answers you matched with the expert Author Dashboard My Learning New Learning Session Finish k Cancel Learning Details Session Name New Learning Session e Group 1 Creation Date 14 July 2009 Template New Learning Template ra B PETER Mike Manager Te Question 1 Group 1 New Learning Template No Assessment Results i You have correctly scored 0 Total available 1 Media File i 12 Manag09073 mp3 Alignment Index 0 Source Agnes Release_Me mp3 Coo ODORO Comments This is a general comment regarding the Learning Session Your answers are represented with the shaded background and the expert evaluators answers will be highlighted with a green boarder You can now compare your answers and also view any of the expert bookmarks to give you more insight into why the expert answered the question in a particular way i D Ouestion 1 Group 1 New Learning Template Mo Yes Click the bookmark icon to open the bookmark window and view the expert bookmarks ASPIRE User Manual e 63 Saving
9. Such as I will Certainly I can etc c Avoids negative words and phrases Such as Unfortunately Can t No problem Bear with me I m afraid etc Also avoids that imply uncertainty d Uses clear language Uses simple language with easy to understand explanations Avoids jargon unless explained Uses short sentences and plain English 3 Is Focused a Uses questioning skills Uses questions at the right time to gain the necessary information b Leads the conversation Purposefully leads the customer through the call Structures the call and does not jump from one thing to another Re directs the customer back to the point if they wander off track c Gives only relevant information d Keeps the conversation flowing by avoiding unnecessary silences Keeps the customer informed at all times of what they are doing Avoids any silences of more than 6 7 seconds e Takes personal responsibility for the call Gives a will do feel to the call 4 Listening a Confirms understanding of the customer s needs Reiterates key points to give the customer confidence that their needs are understood b Captures information first time without asking the customer to repeat When information is given clearly it is captured first time If the customer is unclear can ask for clarification c Uses verbal acknowledgements Varied responsive appropriate and timely d Allows the customer to
10. You are returned to the My Coaching page and the newly reviewed InstantCoach has changed from red text to green a review date will also appear in the Reviewed date column Dashboard Coaching EJ Cose ql Open ge Mew ge Coaching Sessone Date blanages Comment Mo Objechves Completed 9 Completed on G3 14 09 2009 Mike Manage Coaching Session Created 14th Sept 2009 Wil set 1 obj 3 0 0 a 09 09 2009 Mike Manage Monthly Cosching Session to deus InatantCoaching rewia 3 BF 33 SA 10 08 2009 MkeManage Coaching Session 2 for Mike Agent 1 Objective set noca 1 1 0 23 03 06 2009 MkeManage Coaching Session 1 for Mike Agent No objectives set 0 0 i ae sipped RevewedDate Relernce Commerts Bj 06032008 0610 2008 Agent 05 082 Helo Mike Agent would like pou bo review Ihis evalialion before our next meling Ly eb0e 2008 0610 2008 Agent 05085 2nd IC ooking for save on Track changes repel Ly 2608 2000 Agent USET Test hor hack changes report r 2408 2008 Agent USUSE Select All see if N A is deplaved 86 e ASPIRE User Manual Coaching Sessions ASPIRE includes a module to capture the outcomes of the coaching feedback We assume this will take the form of a one to one and using coaching principles such as the team leader coach helping the advisor to discover the learning points for themselves and together to agree the areas to build on and those areas to improve We provide you with the means to capture the observations and a
11. Agents User Group when they are assigned to a Team Add Manager to Team Right click the team you wish to add the manager to and select Edit Team from the context menu ASPIRE User Manual e 19 Organisation g i 2 Log Ol Dashboard g sens is Close Hide Unassigned Users Administration i Unassigned Users Qualtrak Structure E E l Test E k Organization H New Organisation unit 17th Aug 09 Ge Aaen A Top of my organistation hierarchy 3 Ree es 2 Users B E 2nd in my organisation hierarchy SC 3rd in my organisation hierarchy gs E j Bi oe cows Q EdtTeam 7 Tei Evaluation me ka x Delete Team e Standards ES Blue Td 8 Assign User to Team Refresh S 7 tx Contact Types Learning i From the Team properties box select the Managers tab and Add Team One frome metas Details Managers Registration i Remove The Select User search box will appear Select User Enter the Last Name Starts with Contains a Search Matches Name Reference a New user One To select a user enter their last name and click on Search to produce matching results You can also enter part of the last name to produce more matches e g entering w will return all users whose last name starts with the letter w Leaving the search criteria blank will return all users Select the user you wish to add as a M
12. Employment Details Media Recorder Photo Personal Details First Name Last Name Username Male O Female Date of Birth Not specified k Contact Details Address Country Phone Email Website Personal Details First Name Last Name Username and Gender are compulsory fields The remainder can be completed as required After you have saved the new user you can then reopen the user in edit mode Employment Details New User y Personal Details Employment Details mesia Recorder Photo Employment Details Employee Start Date Not Specified Clear Active Not Specified None of the fields on the Employment Details Tab are compulsory 22 o ASPIRE User Manual Check Active to assign one of your user licenses to this user They will then be able to use ASPIRE and be evaluated and coached For more information on licensing see Licenses Media Tab Personal Details Employment Details Media Recorder Photo Browse Folder When browsing for media this folder will be presented to you Browse Saved Media Folder All of your referenced calls will be saved in this folder Browse m Media File Map Instead of manually searching for calls to evaluate Qcoach can select a call for you automatically by using a Media File Map Local Recordings Default
13. MyDatabaseServerName SqlExpress for another computer Example where you want to supply the Database Connection string Data Source 100 100 100 100 1453 Initial Catalog qgcoach Integrated Security False User ID username Password password Use Windows Authentication ok cancel In this example above I want to connect to the ASPIRE database that in on the SQL Server named GKITCHEN4 on an instance named SQLEXPRESS If my database is not on an instance named SQLEXPRESS but is on the SQL Server named GKITCHEN4 I enter the following instead Only complete this form if you are an advanced user Contact your IT department if unsure Database Server A Enter the name of the database server induding the instance name if applicable Examples where the database is not installed on an instance 100 100 100 100 MyDatabaseServerName Examples where the database is installed on an instance localhost SqlExpress for this computer 100 100 100 100 SqlExpress or MyDatabaseServerName SqlExpress for another computer Example where you want to supply the Database Connection string Data Source 100 100 100 100 1433 Inital Catalog qcoach Integrated Security False User ID username Password password Use Windows Authentication oc cancel When you press the OK button to save this information you will be asked to run Aspire again 8 o ASPIRE User Manual Information When you ru
14. New Delete Show Score H E Qualtrak E valuations 5 w Test Reference E valuation D ate Standard m HER E Agent 09 09 5 14709 2009 TE 2 ET mA E Agent 09 094 08 09 2009 Pohaciau Georgina Test El Aoent 03 07 40 21 07 2009 Test Leaming The evaluation form can be opened by double clicking the symbol in the Reference column Past evaluations are listed with the latest at the top Hide Show Score The score can be displayed or hidden by pressing the Show Hide Score button on the menu bar bel Save and Close be Cancel e Search Medi teject Mer A Print Preview Evaluation Information a Use of Voice Evaluation For Mike Agent Employee Ref 6 Sounds enthusiastic Reference Agent 09 09 1 Evaluation Date U8 September 2009 i Sounds friendly Standard Behaviours E valuator Mike Manager a Sounds confident Contact Type Score tt tt ee CH Speaks clearly This is a useful feature when used during the feedback stage Access to the Evaluation The advisor can log on and view the evaluation including playing the call but cannot edit the evaluation When the evaluator or a manager at a higher level is logged on they can edit the evaluation This is particularly useful during the coaching feedback session as it enables the evaluator to be open to input from the advisor Together they may agree that a change to the evaluation is justified The default settings for Agent and Manager Permissions can be edi
15. ShowScore InstantCoach GQ Track Use of Voice ounds enthusiastic Yes ounds friendly Yes ounds confident Yes peaks clearly User Options 2s Change Attachment se of language WD tated Browse J Open ii Set Start ses positive words and phrases voids negative words and phrases me WO OO 4 Q 6 Uses clear language T A 84 e ASPIRE User Manual The Bookmark Properties box refreshes to indicate that a start position has been set Press the play button on the Media Player to play the section of the call you want to set Speaks clearly amp Mike Texk COOMeNts v1 Attachment This Audio bookmark can be played whenever I press the play button Attachment Ems E If the section starts too soon or cuts off part of a sentence adjust the start and end time in 1 second increments by simply selecting the Start or End arrow head and pressing the or buttons Select OK to save The two bookmarks can then be reviewed by both User and Manager Attachment Browse Open ASPIRE User Manual e 85 Completing the Review Once the InstantCoach has been reviewed and any Bookmarks added select Reviewed from the menu bar Dashboard Coaching Agentit oge b Cancel ShowScore w Reviewed Evaluation Information Pa Use of Voice E valuation For hike Agent Emoloyee Rel Sourds enthusiastic Rederence gentag
16. a new Session you must first create a folder in which the session will reside Right click anywhere in the white space and select New Folder from the context menu New Folder Name Description A name and description can be given to aid the management of your Learning Sessions Once a folder is created a Session can be added by right clicking the folder and selecting New Learning Session from the context menu 2 New Folder 2 Edit Folder g Delete Folder AB ASPIRE User Manual The following screen will appear Learning Session Learning Templates Learning templates Sub folder 1 Company Standards Evaluation Course New Folder New Learning Template Name New Learning Session Description yoy For testing Highlight the Learning Template you wish to use to create the Learning Session Only Active templates will be visible Complete the name and description text boxes Click OK to close the Learning Session properties box and save your changes Author a Learning Session Once the session has been created the expert answers bookmarks attachments and media file will need to be added Right click the Learning session you wish to Author and select Author from the context menu I lst Learning Sessions folder a Learning Session Folder e New Learning Session x Delete Learning Session Zi Author History The Learnin
17. afternoon b Introduced company name c Offered to help d Gave own name in early part of call Notes This section needs to be agreed with the client For competitor Benchmark use discretion All information given in the process side of the call needs to be clearly heard if not audible score as NO 2 If put on hold with agreement and explanation a Explained reason for hold transfer and obtained caller s agreement b Offered to call back if necessary c Periodically returned to customer while on hold to update d Thanked the customer for holding 3 Used questioning to obtain information a Used appropriate questions open probing closed etc to stimulate flow of conversation b Identified purpose of call and customer s needs Notes Did the agent use assumptive phrases Did the agent gather all the info he needed to carry out the enquiry E g number of passengers number of seats adults or children preference of airline times etc 4 Established customer details a XXX 5 Established product details a XXX 6 Requested Media Source a Asked customer where they heard about the company 7 Matched customer s requirements a Uses features and benefits to recommend most appropriate product for the customer Notes e g Business class features to suit a business customer flexible ticket fast track check in and the benefits to the customer of these features 8 Present price confidently a Did not lead up to pr
18. be attached to the bookmark this can be any kind of file such as a word document spreadsheet audio or video file PowerPoint presentation etc Bear in mind that you need to have a program installed on your computer to open the type of file that has been attached for example if a PowerPoint file has been attached to the bookmark then you must have Microsoft PowerPoint installed on your computer to view the presentation A hyperlink can also be added as an attachment To open or view the file that has been attached click on the Open button in the attachments box Bookmark Response When the Bookmarks and comments have been reviewed the User can choose to respond with bookmarks of their own With the original bookmark open right click the bookmark icon Manager s name and select New Bookmark from the context menu ASPIRE User Manual e 83 Bookmark Question 1 Open the bookmark to read the question er Text Adding this bjm then sending as IC before I save the evaluation Attachment 20090811165801 34 Battlefield mp3 Enter comments in the Text box and choose to add audio clips or attachments To add an Audio clip pause the Media Player at the start of the section you wish to clip and select the Set Start button from within the Bookmark properties box i New Evaluation Re Quit D eee or Dashboard Evaluations bed Save and Close fp Cancel Ge Search Med Reject Media Print Preview
19. bookmark Attachment You will notice that at the top of the Bookmark window the Question is shown Enter your Bookmark text in the box provided ASPIRE User Manual e 53 The Bookmark symbol within the bookmark window has a name which is defaulted to be the first name of the Author This can be changed by right clicking the bookmark symbol and selecting Rename from the context menu Question 1 Group 1 New Learning Template 22 Delete Bookmark Reset Media Rename New Bookmark Attachment Overwrite the default name with a new more descriptive name Aspire gives you the option to add as many Bookmarks as you like for each Question Simply right click an existing bookmark and select New Bookmark from the context menu at Delete Bookmark Reset Media Rename E New Bookmark When you have finished adding Bookmarks against the Question you must press OK to save the entries Attachments You can also attach a file to the bookmark by clicking the browse button in the Attachment box You can browse your computer for a file to attach this can be any kind of file such as a word document spreadsheet audio or video file PowerPoint presentation SWF file etc Bear in mind that you need to have a program installed on your computer to open the type of file you have attached for example if you attach a PowerPoint file to the bookmark then you must have Microsoft PowerPoint installed on your computer to view
20. done from Organization maintenance by right clicking on the user and selecting Clear Password from the context menu The user can then log on with just their username and a blank password They should then create a new password as described above 28 e ASPIRE User Manual User Groups User Groups define the levels of permission users have within each part of the application Permissions Levels are defined as Read Change Create and Delete ASPIRE provides 3 built in User Groups Agent Users are automatically joined to the Agents User Group when they are assigned to a Team Predefined permissions allow access to limited areas of the program and these permissions can be edited to suit your requirements Manager Users are automatically joined to the Managers User Groups when they are made Manager of a team or organizational unit Predefined permissions all access selected areas of the program and these permissions can be edited to suit your requirements Administrator Users must be specifically added to the Administrators group The predefined permissions for this group cannot be edited These User Groups have been named the same as the terms used for User roles for simplicity In theory a User Group can be given any name for example you could have a User Group called Self Evaluators whose only permissions are to carry out evaluations of their own calls Another User Group might be Authors whose only permissions
21. highlights the evidence used by the evaluator This is a powerful learning opportunity as it allows the learner to listen learn and understand what it is exactly they need to do differently or more of if the Bookmarks are supporting a Yes score Similar to the above multiple Bookmarks can be added against a Definition Sounds Friendly Manager Attachment Set Start With the Bookmark Properties box still open pause the Media Player at the start of the section you wish to clip and select the Set Start button Bookmark Sounds Friendly Text Audio Bookmark Atkachment The Bookmark Properties box refreshes to indicate that a start position has been set Notice the bookmark symbol also changes to a speaker icon You will now have to set the end point of the audio bookmark by pressing the Play button on the media player and pressing Set End when you have reached the end of the clip you wish to use You can also press the player s pause button then the Set End button ASPIRE User Manual e 73 Sounds Friendly E Text Audio Bookmark Atkachment You can now play the sound bite by clicking the Play button You can also fine tune the start and end positions of the audio bookmark by clicking the start and end point selectors above and below the timeline O mins 13 secs Similar to Text Only you can add as many audio bookmarks as required for each Definition Bookmarks can be a mixture of Te
22. in which the standard will reside Right click anywhere in the white space and select New Folder from the context menu New Folder Hame My Standards Description Call Handling Standard A name and description can be given to aid the management of your standards Once a folder is created a standard can be added by right clicking the folder and selecting New Standard from the context menu ASPIRE User Manual e 31 Hl GQualtrak Ell My Standards fe Call Handling Starg New Root Folder Mew Folder Edit Folder Delete Folder CURE The following screen will appear New Standard OOO Description Scoring Mode Oactive Inactive C Auto Fail Name The name is what the Standard will be referred to as throughout the program E g Sales Call Handling Standard Description You can also enter a description with more detail about the standard and who it is designed for Scoring Mode ASPIRE provides the following scoring modes for evaluation Yes No Yes No Not Applicable Yes Partial No Not Applicable Sliding Scale 0 5 32 e ASPIRE User Manual e Sliding Scale 1 5 e Points Note that the scoring mode cannot be changed once a call has been evaluated against it The same scoring mode will be applied for all the definitions in that given standard The scoring mode you use will dictate how your questions are worded For example you couldn t score the question
23. menu You cannot delete a unit that contains other organizational units These must be moved or deleted first Assign user to team To assign a user to a team right click the desired Team and select Assign User to Team from the context menu 18 e ASPIRE User Manual a g Quit D Log Off mep Close D Show Unassigned Users Administration ne EE E E New Organisation unit 17th Aug 09 Struct Stes sua Eg ie Top of my organistation hierarchy 3 Argane a end in my organisation hierarchy i drd in my organisation hierarchy eel Team One Users lL DT Lf Tear f Edit Team B User Groups S Blue Tea t Delete Team Evaluation e Standards a Refresh amp amp Contact Types The Select User screen will appear Select User Enter the Last Mame Starts with Contains Matches Mame Reference et Julie Carter a Kirsty Woodley a Gwen Trodden a Stephen Haye amp Chris Marshall Vicky Lazenby To select a user enter their last name and click on Search to produce matching results You can also enter part of the last name to produce more matches e g entering w will return all users whose last name starts with the letter w Leaving the search criteria blank will return all users Select the user you wish to assign and click the OK button This will update the organization tree to reflect the changes The User will automatically be made member of the
24. on user manages League Tables can be generated in the following formats Completed Evaluations for all Users Produces a list of all evaluations within the specified dates by Score descending So the highest score will be at the top of the list and the lowest score at the bottom Average scores for every User Produces a list of average scores for all users So if an agent has had five evaluations within the specified period they will appear once in the table showing the average score of the five evaluations 92 e ASPIRE User Manual Average scores for every Team Produces a list all Teams with the averaged scores of all member users Standard Select the Standard for the evaluations you wish to include in the report by clicking the Browse button in the Standard box and selecting from the list This is compulsory Contact Type Select the Contact Type for the evaluations you wish to include in the report by clicking the Browse button in the Contact Type box and selecting from the Contact Type Screen Remember Contact Types can be nested so if you select a parent type the report will include evaluations that have a contact type that is a child of the select type Selecting a Contact Type is optional Click on OK to preview the report League Tables Average scores for every Team managed by System Administrator From 15 April 2004 to 15 April 2005 Nama Evaluation Count Average Score Enginaears a T i Gaims 3 I Y i
25. recorder Le Save and Close bey Cancel Search Media Reject Media al Print Preview Show Score Gi InstantCoach Search for Media File Manually To select a call manually click on Search Media in the menu bar This opens up the following screen from which a call can be selected 66 e ASPIRE User Manual Look in B Work Temporary files folder M F E gt F N 20090519135702 34 AgentO9053 wav AgentO90527 wav EG A 20090811165801 34 Battlefield mp3 Agento90528 way My Recent amp Agento9052 wav A Agent090740 mp3 Documents Agent09053 wav Copy of Agent09052 wav lt E gent09058 wma Manag09054 wayv 3 Agentos059 wma Manag09055 wav Agent09064 Wwma Manag09056 wav A AgentO9071 wma Manag09063 way A Agent09091 mp3 Manag09064 way CJ AgentO90510 wma A Manag09073 mp3 Agent090511 wav Agentos0515 wav A Agent090516 wav PE E Agent090517 wav r Agento90526 wav My Computer J File name j o My Network Files of type Audio Files way mp3 wma Desktop My Documents The call is loaded into ASPIRE and the media file name is also displayed Source Media File Source Agent090526 wav The media file can now be controlled from within ASPIRE The evaluator is now ready to begin Automatically Present Random Media File Random selection is only available when ASPIRE is integrated with a voice recorder
26. skilled questioning to return them to the point Notes Proactively guided to the booking 20 Sounded knowledgeable and informed a Was quickly able to locate and communicate information b Competently dealt with questions other than objections must be proactive c Appeared familiar with company s products amp services Notes If there are silences before giving information this should be scored down 21 Listened effectively a Used listening noises to show attention to the caller b Did not interrupt the caller c Accurately grasped caller s needs d Did not ask caller to repeat information already given 22 Displayed empathy Built rapport with the customer a Avoided long silences b Used customer s name during the call but did not overuse c Did not sound patronizing d Attempted to build rapport with customer 23 Overall gave an exceptional impression of lt xxx gt Notes And we mean exceptional Example 3 1 Use of voice a Sounds enthusiastic Lots of energy in the voice with a varied tone b Sounds friendly Warm and natural tone c Sounds confident Sounds certain maintains volume and avoids hesitation 134 e ASPIRE User Manual d Speaks clearly Articulates clearly No mumbling and pace not too fast 2 Use of language a Is polite For example uses please and thank you Sincerely apologizes when necessary Is not rude or patronizing b Uses positive words and phrases
27. speak without interruption Does not interrupt or talk over the customer 5 Building Rapport a Shows genuine interest in the customer b Adapts to the customer Responds to the customer s style and mood by tailoring language pace and tone c Uses the customer s name Should be used at least once during the call 6 Going the extra mile 2 a Creates a positive and memorable experience Was the call a pleasurable experience and would the customer recommend the advisor company to others b Increases the customer s awareness Did the employee increase the customer s awareness of the company s products services in a positive manner and at the appropriate time Should sound genuine and not scripted ASPIRE User Manual e 135 Example 4 Process 1 Opened call appropriately a Thanked customer for calling b Introduced company name c Offered to help d Gave own name in early part of call 2 If put on hold with agreement and explanation a Explained reason for hold transfer and obtained caller s agreement b Offered to call back if necessary c Periodically returned to customer while on hold to update d Thanked the customer for holding 3 Used questioning to obtain information a Used appropriate questions open probing closed etc to stimulate flow of conversation b Identified purpose of call and customer s needs 4 Established customer details a Customer Number b Agent should ask customer to co
28. subheading on the Evaluation form The Interpretation box can be used to expand on the meaning of the Attribute and is also accessible from the evaluation form The AutoFail check box at Attribute level can be used to create the profile this will govern how many AutoFail Definitions housed within this Attribute it will take for the AutoFail to trigger The Slide bar indicates from O to X x total number of AutoFail definitions within the Attribute ASPIRE User Manual e 37 Note The AutoFail Check box will be disabled greyed out until definitions are added The slide bar will automatically display markers to indicate the number of Autofail definitions added to an Attribute The first Marker on the slide bar is 0 Example We have created 10 Definition within one Attribute 4 of them have been selected to trigger an Autofail If we leave the AutoFail check box in the Attribute properties box blank anyone of the 4 definition will trigger an Autofail If we tick the check box we must slide the bar to the desired marker In this example the Slide is set to 3 indicating that 3 AutoFail definitions should be scored No to trigger an AutoFail Auto fail Oo Definitions Once an attribute is created definitions can be added by right clicking the Attribute and selecting New Definition from the drop down menu Sel Call Handling Standards Call Handling WP Eaa W Edit Attribute iis O Delete Attri
29. templates Once a folder is created a Template can be added by right clicking the folder and selecting New Learning Template from the context menu l New Folder 2 Edit Folder gal Delete Folder The following screen will appear Learning Template Descriptian active Inactive Name The name is what the Learning Template will be referred to as throughout the program Description Ae ASRIRE User Manual You can also enter a description with more detail about the template and who it is designed for Active Inactive The default when creating a Learning Template will be set to inactive Before the template can be used to create a Learning session it must be set to active Dashboard Learning Templates EQ Close Show All Inactive By default inactive templates are hidden when you first open the Learning Templates screen You can toggle between showing and hiding inactive templates by clicking on the Show all button ASPIRE User Manual sss AB Groups and Questions A group is a collection of questions that make up the Learning template Before a question can be created you must first create a group for it to belong to Right click the Learning template icon and select New Group from the context menu li Edit Learning Template Duplicate Learning Template ag Delete LearningTemplate p collapse Expand The New Group window will appear o Interpretation The n
30. the following units 3 Test Team 1 When a user is assigned to a Team they are then made available to managers of that Team and its parent Units Reports will include this user s results in all analysis for this Team and its parent Units When a user is assigned to a Team they are automatically added to the Agents User Group to give them limited permission on the system such as viewing their own evaluations A user e g advisor can belong to more than one team This is particularly helpful where for example an advisor in an outsourcing contact centre is involved with more than one campaign This does not require additional licenses Manager Of tab The Manager Of tab show which organizational units the selected user manages Mike Manager Recorder Photo Personal Details Employment Details User Groups Assignment Manager OF Media This user is a manager of the Following units vps 8 amp Qualtrak Test Team 1 Blue Team my team One ASPIRE User Manual A user can be assigned to any Team and or any Unit as a Manager This action will give the user referred to a manager in this context scope over that Unit or Team This means they will be able to work with any users who belong to Teams that belong to the managed Unit s This scope cascades down the tree to all sub branches When a user is assigned as a manager they are automatically added to the Managers User Group to give them permissions over
31. the users in their scope This is especially useful if Team Leaders download calls from their call recorder for their own agents and stores them on their local PC before evaluating In this scenario they can override the Used Media Folder to point to a folder on their own PC Password Protection Once a user has been created they are able to log onto ASPIRE using their assigned username and a blank password The user name is not case sensitive but the password is case sensitive Change Password New users should immediately create a password when they first log on To do this click on Change Password on the home page Change Password Current Password SESE New Password SEHR Ek Confirm New Password Cancel Enter the current password or leave blank if you are creating a password for the first time Then enter the new password and confirm in the boxes provided The password can be up to 20 characters in length Click OK to confirm You will then need to enter the new password next time you log on to ASPIRE Clear Password If a user has forgotten their password or left the organization their manager can clear their password EJ Cose B7 Edit User da New User E Delete User 40 a Refresh In user maintenance this is done by selecting the user in the grid and clicking Clear Password from the menu ASPIRE User Manual e 27 Edit User Remove User From Team Delete User Refresh This can also be
32. 3 Listening 4 Positive and motivational approach 5 Integrity 6 Coachee focus 7 Time management Structure of session 1 Preparation personal organization 2 Introduction 3 Review of Previous Objectives 4 Assessing current performance recorded calls 5 Setting objectives ASPIRE User Manual e 129 6 Records outcomes 7 Follow up 8 Anything else 9 Close Examples of Call Handling Standards Examples of Call Handling Standards New Call Handling Standard e g 210 points Attributes family of questions Attributes family of questions Qi Q8 Q13 Q20 5 pts 8 pts 2 pts 9 pts Q2 Q9 Q14 Q21 8 pts 6 pts 12 pts 6 pts Q3 Qio Q22 10 pts 14 pts 20 pts You may wish to use the following examples as models and adapt these to meet your requirements You may wish to use the following examples as models and adapt these to meet your requirements 130 e ASPIRE User Manual Example 1 1 Opened call appropriately a Used appropriate greeting i e Good morning afternoon b Introduced company name c Offered to help d Gave own name in early part of call 2 Used questioning to obtain information a Used appropriate questions open probing closed etc to stimulate flow of conversation b Identified purpose of call and customer s needs 3 Closed call positively a Asked if any further help required b Positively thanked customer for calling c Mentioned company name 4 S
33. 6 Uses positive words and phrases Uses clear language The InstantCoach form is similar to that of the Evaluation form We can see the Evaluation Information top left and the InstantCoach details immediately below that The user can use the media controls to play the media file and read any comments made by the Manager In this example we can also see that the Manager has created a bookmark against definition 4 Speaks Clearly To view the bookmark double click the bookmark icon 82 e ASPIRE User Manual Dashboard Coaching Agent 09 09 2 bed Cancel Hide Score V Reviewed Evaluation Information a Use of Voice Evaluation For Mike Agent Employee Ref Sounds enthusiastic Reference Agent 09 09 1 Evaluation Date 08 September 2009 A Standard Bookmark E valuator D T T A wv wi Assigned D Reviewed Text Reference Bookmark test Attachment The Bookmark properties box will open and display the text audio or attachments that the manager has added Bookmarks with Text and Audio Sound bite Text comment can be augmented with a sound bite from the call which highlights the evidence used by the Manager to demonstrate a behavior This is a powerful learning opportunity as it allows the learner to listen learn and understand what it is exactly they need to do differently or more of if the Bookmarks are Supporting a Yes score Attachments A file can also
34. 8 2009 Mike Manager Coaching Session2 1 a pa ika Soani S3 03 06 2004 Hike hlanager Coaching Sesdond O O 0 Agert 2 Agent 2 2 88 Bue Tesm One Pa DaleAseoned RevewedDate Aslerance Comans z 084052008 Agentii Hello Mike Agent vaguld ike you to ravia ihis evaluation b 25 08 2008 Agerria 2nd IC lboking for cave on Track changes iepil A 25 08 2008 Agenda 0a Test for track changes repot T Aa airnn A menn Ai A T alaan WIF aam ELE PR ia Be dene od The most recent Coaching Session will now be displayed at the top of the list in the Coaching Sessions screen 90 e ASPIRE User Manual Reports Overview Report Name League Tables Training Needs Headline Scores Tracking Evaluations Tracking Analysis Definitions Tracking Analysis Track Changes Evaluator Skills Analysis Evaluator Productivity Coaching Productivity By By By Date Contact By By By By Description Standard Range Type Individual Team Unit Evaluator Completed evaluations average scores for individuals Yes Yes Yes and teams managed by X Identify strengths and weaknesses for individuals teams Yes Yes Yes Yes Yes Yes departments call centers etc Tracks the headline quality scores for individuals teams Yes Yes Yes Yes Yes Yes departments call centers etc Tracks the headline quality scores and number of calls evaluated for teams Yes Yes Yes departments call centers and E
35. ASPIRE ASPIRE User Manual Updated on June 2 2010 Contents ASPIRE User Manual COMON oiai a AE E C E OEA A AEEA oem eee 3 St alla MOOV Ct CW seats acacooee TA A E 4 Instalime he Server SOUL W Av oeiee ar e e renne e O EN SEEE EA EAA 4 BU DA ites epee cts ces E E E E E E E EE E OAT E E S 4 Wrist alli the G Tee nt 5 Ol WA e en a AS 5 STEP Dic asec ete E aa ect cca talon na ent etl tu ae A E 5 Fastalline He Databas e ae a E dud eases A SS 5 E E ORO E E A E E E A E E E E ee ecteat 6 Wpdatine the ASPIRE Gi G0 GS Cece Biscsanantaseduaautas voeadeMeeacnack tase ctadususehnesh tadacsuhashiacnaewoouscmocensieese 6 Installing the client product ASPIRE ccccccccccssseececececee eee neeseseeeeceeeaeeseeeeseeeaaaaasnneess 7 DCIS sea Saas capac arene aes a clase tr cesta anette dae ea ea E aaeceeeoee ee 11 Backing Up the Databas aen A E E 11 Medit PUC EO CANONS oree A E A EA R E a AS 12 Attachments File Locations seanaire aS acer eames naenee E N 13 Databas erasi oeenrieoa e e O EN E EE 13 T a Oct oh raat a E A E E 14 BESLO 2 Ea PN E E E E A A eS E T 15 Hel rerna a a a a ee NE 15 Or amizan e e E A a A fo aaaecen ea 17 MS a A ETE E IEE OTE EE E E A E E E R ea E E T T 21 PASS W OFC FTO CHON n innin T EE EEEE TEE A A T A A EON Zi LESS 6B G 116 0 0hc ame eee ee ter Sona RN Te RENE SPI ATInE Se ee nT NEU er Oe etree 29 UALS hes ire E P E tere A eral hehe TE la aera a ects hen te a ca ein tee ea Decent a tole 31 PCO RAM a le dared E dadee
36. BR WN FE gt Sliding Scale 1 5 When you evaluate against a standard with a Sliding Scale 1 5 scoring mode you score each definition on a sliding scale of 1 to 5 giving values as follows Score Percentage of Points 0 AAA 3 50 4 75 5 100 NA Points removed from calculation So if you score 4 to a definition worth 10 points 75 of the points would be awarded making 7 5 in this example When all the questions have been answered a percentage is calculated from the total points available If a question is scored NA the points for that question are taken away from the total points available Points When you evaluate against a standard with a Points scoring mode each definition can be scored with a numeric value from 0 to 9 The total score is not calculated as a percentage but as a straight forward sum of the points scored Activate a standard The Standard cannot become Active until the Attributes and Definitions have been added To Activate a Standard Right click the Standard icon and select Edit Standard from the context menu 34 e ASPIRE User Manual Duplicate Standard Delete Standard Collapse Ei a gA New Attribute J Expand The Standard Properties box will appear Test Standard Version 1 6 0 66 Mame Test Standard Version 1 6 0 66 Description Test Scoring Mode Yes No j NA v C Auto fail Tick the Active check box and select OK to save
37. E User Manual e 39 To edit existing definitions right click the definition and select Edit Definition from the context menu Position the cursor in the text box you wish to edit and edit accordingly Maximum Number of definitions You can have up to a maximum of 255 definitions in a Standard however we would not recommend exceeding 25 30 questions as it makes evaluation very time consuming Moving Attributes and Definitions Should you wish to move an attribute or definition into a different position after they have been created you can do so by right clicking the attribute or definition and selecting either Move Up or Move Down from the context menu This is only available if no evaluations have been carried out against the standard Good Practice When starting with a new standard invariably there will be a need to make changes during the early weeks months If the changes require adding or subtracting definitions and attributes or changing the weightings the only available option is to start again with the revised standard To avoid having to retype the standard with the minor changes we have provided a duplication function Contact Types Contact Types can be assigned to evaluations as a way of grouping different types of calls For example you could use Contact Types to store your customer names or the type of call such as complaint customer support new business etc You can then filter for different contact types when re
38. Ga Or 37 20 07 2009 Test Leaning Sland Mike Manager None es g d Le Agera 09 07 34 2007 2009 Test Leaning Sard Mike Manager Hore yes jee AgertA0g 07 30 20 07 2009 Test Learning Sard Mike Haragei None es S Agera 09 07 24 20 07 2009 Behaviours Mike hanager Nore es ie Ageri 20 0 2009 Behaviouts Mike Manager Hone es Coaching Review an InstantCoach InstantCoach packages are created from the Evaluations form page Use InstantCoach to give the user immediate feedback a Manager Team Leader can send partial or fully completed Evaluations with comments and attachments that will help to improve performance There is no need to wait for a monthly One to One meeting A user can access an InstantCoach assigned to them by clicking My Coaching in the Home group of the explorer bar Note If the user is a manager of a team or unit they will have a view of the organisation structure from within My Coaching Selecting a user will allow them to see the Coaching of users whom they manage Once in Coaching the user can see a list of all their InstantCoaching and Coaching Sessions Coaching Sessions top right of screen InstantCoach forms bottom right of screen ASPIRE User Manual e 81 Dashboard oarhing EJ ches Gl Open oh N Coaching Sesami ishe Manage Commen Ha Objscives Completed Completed on ime BAA Mike Manager _ Coactng Sesnon Created 14th Sem SOMME sal Tomy Fg ga ma
39. How well did the agent put the customer at ease with a Yes or No This would be more suited to a Sliding Scale Yes No When you evaluate against a standard with a Yes No scoring mode you score each definition either Yes or No giving values as follows Score Percentage of Points Yes No 0 Yes 100 Yes No Not Applicable When you evaluate against a standard with a Yes No NA scoring mode you score each definition either Yes No or Not Applicable giving values as follows Score Percentage of Points Mo Yes MA No 0 Yes 100 NA Points removed from calculation Yes Part No Not Applicable When you evaluate against a standard with a Yes Part No NA scoring mode you score each definition either Yes Partially No or Not Applicable giving values as follows Score Percentage of Points No iN Yes No 0 Y N 0 Yes 100 NA Points removed from calculation The purpose of scoring Y N or partially is to acknowledge that the definition is on the way to being scored Yes but not allow any points for it This can be useful when reporting on definitions see the section on reporting for more information Sliding Scale 0 5 When you evaluate against a standard with a Sliding Scale 0 5 scoring mode you score each definition on a sliding scale of 0 to 5 giving the following values ASPIRE User Manual e 33 Score Percentage of Points 0 20 40 60 80 100 Points removed from calculation eS Ue ee ee Ul
40. IRE database If I had not have installed the ASPIRE database on the instance named SQLEXPRESS but I had installed it on the SQL Server named GKITCHEN4 then I would have selected GKITCHEN4 from the list This can be seen here a Qcoach Database Update InstallAware Wizard oa U Microsoft SQL Server Instances Please select a Microsoft SQL Server Instance to connect to Instance Name X Authentication Mode Windows Authentication Server Authentication Installing the client product ASPIRE Please download and run this file http download qualtrak com ASPIRE_Setup exe When you run Aspire for the first time on your desktop computer you will be presented with the screen below What Aspire is doing is asking you to provide information that will allow it to communicate with the ASPIRE database There are many ways you can provide Aspire with this information We have included examples on this screen to help you ASPIRE User Manual i lt lt O 7 Only complete this form if you are an advanced user Contact your IT department if unsure Database Server a Enter the name of the database server induding the instance name if applicable Examples where the database is not installed on an instance 100 100 100 100 MyDatabaseServerName Examples where the database is installed on an instance localhost SqlExpress for this computer 100 100 100 100 SqlExpress or
41. T 17 Sf Design 4 aq 3 ASPIRE User Manual e 93 Training Needs Analysis This report analyses the performance of an individual team or organizational unit at definition question level Training Needs Select Unit Team or User ar Test Team 1 Standard oe Behaviours Contact Type t gt Date Range 12 From 02 December 2008 Ta 02 December 2009 w Cancel Select the Standard for the evaluations you wish to include in the report by clicking the Browse button in the Standard box and selecting from the list This is compulsory Select the Contact Type for the evaluations you wish to include in the report by clicking the Browse button in the Contact Type box and selecting from the Contact Type Screen Remember Contact Types can be nested so if you select a parent type the report will include evaluations that have a contact type that is a child of the select type Selecting a Contact Type is optional Finally select a date range For example it could be the previous month a three month period for use in a quarterly Performance Development Review PDR or a 12 month period for an annual appraisal ASPIRE User Manual e 95 Training Needs Analysis Copy of Behaviours with AutoFail Completed Evaluations for Test Team 1 romo December 2008 to 02 December 2009 Use of Voice Sounds enthusiastic 5 62 50 Sounds tiendhy 6 75 00 Sounds contident 6 75 00 Speaks clearhy 1 33 33 He
42. The Excellent Coaching Experience developed by QUALTRAK You can use the list to create your own vision of coaching excellence For example 1 Rapport a Adapts vocal tones pace and volume to coachee b Uses appropriate language for coachee level of technicality vocabulary c Demonstrates empathy d Maintains open body language e Uses non verbal encouragements e g smiles nods We hope that you find these helpful and will provide you with the framework for training the team leaders in delivering excellent coaching ASPIRE User Manual e 125 Step Seven Using the Reports Use the reports to identify individual and group training needs and to set targets Consider how you would like to use performance data Some call centers place an emphasis on league tables and highlighting the Top performer of the month This can have a negative effect because there can only be one winner by taking this approach An alternative approach is to stress the continuous improvement philosophy That way everyone can be a winner irrespective of their starting point Another sound principle is consistency You want to encourage advisors and team leaders to concentrate on sustaining the improvements made The Definition Analysis Report can be used to identify the strengths and weaknesses of the call centre by analyzing the data over several months The results can be used to agree which definitions skills the call centre will concentrate on d
43. User Manual e 59 Comments A Enter any comments to be displayed to the leame regarding this Learning Session Cancel Send Learning Session You will receive confirmation of how many Learners the session has been assigned to These will now be available to the users when they next logon Action Successful This Learning Session has been assigned to 1 Learner s History of Assignments The history of those users a learning session has been assigned to is available by right clicking the Learning Session and selecting History from the context menu A Edit Learning Session ag Delete Learning Session ral i oh 455ign Learning Session VIEW 60 e ASPIRE User Manual The Learning Assignment History box is displayed Learning Assignment History Name Status _ Assigned Comment Team Mike Agent Completed 13 May 2009 Mike Agent assigned this Test Team 1 Mike Agent Completed 13 May 2009 Assign to Test Team Test Team 1 Agent 2 Agent 2 Not Started 27 May 2009 Test Team 1 Close The information can be sorted by dragging the column header to the top of the Learning Assignment History box Learning Assignment History Name Assigned Comment lr eam Status Completed 2 items Mike Agent 13 May 2009 Mike Agent assigned this Test Team 1 Mike Agent 13 May 2009 Assign to Test Team Test Team 1 5 o Agent 2 Agent 2 27 May 2009 Test Team 1
44. a Incomplete Learning Session You have the option of saving an incomplete Learning Session e g if you need to move onto another activity Select Finish from the menu bar The following prompt will appear select Yes Incomplete p This learning session has nok been completed Do you want to proceed The incomplete Learning Session will show progress as less than 100 Creating an Evaluation An evaluation can only be undertaken by a user with manager permission for that team or unit Evaluations are accessed from the Evaluations icon within the Home group of the explorer bar The evaluator will only see the users they manage Dashboard Evaluations EJ close J Open New 8E Delete Show Score S Qualtrak Evaluations u Test Reference Evaluation Date Standard Evaluator Media File Used as IC I ES Test Team 1 al Agent 09 09 5 14 09 2009 Behaviours Mike Manager None No E F Agent 09 0971 08 09 2009 Behaviours Mike Manager Agent09091 Yes 3 Georgina Test m Agent 09 07 40 21 07 2009 Test Learning Mike Manager Agent090740 Yes 2 8 Blue Team One Agent 09 07 37 20 07 2009 Test Learning Mike Manager None Yes w new unit Agent 09 07 34 20 07 2009 Test Learning Mike Manager None Yes E re New Organisation unit 17th Aug 09 im Agent 09 07 30 20 07 2009 Test Learning Mike Manager None Yes Top of my organistation hierarchy Agent 09 07 24 20 07 2009 Behaviours Mike Manager N
45. ach 5 fx What to include All Partial Use of Voice Sounds enthusiastic Sounds friendly Sounds confident Speaks clearly Use of language Is polite Uses positive words and phrases Avoids negative words and phrases Enter a comment here Once you have made your selection you can enter comments in the Comments text box for the assigned agent to view Press the Send button and the following message will appear InstantCoach genuine interest in the cushomer If you select Yes a further confirmation message can be seen 80 e ASPIRE User Manual E l InstanbCoach has successfully been assigned to Mike Agent Select OK and the InstantCoach properties box will close The evaluation form can be closed in the normal way Save and Close Selecting No at the confirmation message will result in the action being cancelled You will be returned to the My Evaluation page The Saved evaluation appears at the top of the list and indicates it has been used as an InstantCoach final column Dashboard Evaluations L Cose J Open E New AE Odcte Show Score yl Quabiak Evaluations ag f Reference EvaluationDate Standard Evaluator Mexia File Used as IC i a wee 5 Agera 09 09 1 oea0a2009 Behaviours Mike Manager AgenItS0N Yes 3 rpm a Reel y 5 Ageri 0 0740 21 07 2009 Test Leaning Sard Mike Manager Agernlts 74 fe D 5 Blue Team Cine Las Agerki
46. ade and saved in this folder Select OK to save these settings You will now be presented with the logon screen License The License is provided on a per active user basis You can install the client application on as many machines as you like but the database will only allow you to enter as many active users as the license allows You can also check your current license at any time by selecting About from the Help group on the explorer bar g Guit D Log Off Information i YA About Online Help License To make changes to the license such as extend a trial period increase the number of users you need to contact your supplier who will update the license information held for your organization Once this has been done you can click on Validate License from the Help group on the explorer bar and the changes will be immediately updated This requires and internet connection Backing up the Database Backup We recommend you create a daily backup of the database It is your responsibility to make sure the ASPIRE data files are included in your backup strategy ASPIRE does not automate the backup of data ASPIRE User Manual e 11 Restoring the Database In the event of data loss or data corruption you can restore the database from your latest backup Media File Locations When evaluating an agent s performance you can either get the calls from an integrated call recorder or use pre saved calls on you
47. ading to more customers Loyal customers will also return and buy more They are also more open to being up and cross sold Good advisor performance makes a positive impact in minimizing repeat calls by being committed to resolve the customer s need first time Also high performing advisors can achieve the same outcomes in a shorter talk time by applying good listening questioning and rapport building skills to name but a few Step One Communication Step Two Develop the call handling standard Step Three Gain commitment to the standard Step Four Consistent evaluation Step Five Feeding back the evaluation results Step Six Coaching Step Seven Using the reports ASPIRE User Manual e 113 Step One Communication If you are introducing Quality Monitoring for the first time in your call centre it is important to communicate your plans openly and positively in order to avoid unnecessary fears such as big brother You want to use Quality Monitoring in a positive way and therefore communicate your vision how you plan to do it why this is important and the benefits for the company the customers and the employees If the staff misinterprets your motives this can lead to fear negative rumours etc It will pay dividends by communicating effectively from the beginning Team leaders are crucial in the success of a quality program They are the role models and key influencers in raising the performance of their team They need to be convince
48. adline Scores Tracking 3 37 50 z 25 00 z 75 00 4 133 33 The Headline Scores Tracking report shows a graphical representation of an Organizational Unit Team or User s performance over a specified period of time Headline Scores Tracking Report Type b Completed Evaluations for all users managed by System Administrator O Specify a Unit Team or User Standard e Contact Type Date Range 72 From 02 December 2008 w To 02 December 2009 Cancel You can select either to analyze the performance of all users that the currently logged on user manages or specify the Unit Team or User by clicking the Browse button Select the Standard for the evaluations you wish to include in the report by clicking the Browse button in the Standard box and selecting from the list This is compulsory Select the Contact Type for the evaluations you wish to include in the report by clicking the Browse button in the Contact Type box and selecting from the Contact Type Screen Remember Contact Types can be 96 e ASPIRE User Manual nested so if you select a parent type the report will include evaluations that have a contact type that is a child of the select type Selecting a Contact Type is optional Finally select a date range and click OK to preview the report E E E E E E E F ASPIRE User Manual e 97 Evaluations Tracking This report is a summary of all evalu
49. al guideline should be added to the Interpretation Note This discipline will ensure that everyone is evaluating using common rules Spending a couple of hours every two months in calibration meetings is a sound investment ASPIRE User Manual e 121 Step Five Feeding back the evaluation results Before we consider how results should be fed back to the advisors let us consider the question about how many calls should be evaluated and the frequency When a call centre has an effective quality program you find that the employees and team leaders are very positive and look forward to their regular coaching sessions It is therefore important that you should consider realistically how much time can be allocated to evaluating calls and giving feedback coaching A mistake that is easily made is to ask team leaders to evaluate many calls but then they don t have any time to do justice to the feedback sessions After all performance improvement doesn t come about through evaluating calls but how well the data is used to motivate and inspire the advisor It is sad to come across instances where the team leaders are targeted to evaluate X calls per month They achieve this because their bonus might be linked to this target but when you examine the quality of the feedback it is often very limiting in its time and impact Calls are evaluated to produce a record of the call center and team s performance Calls are also evaluated to provide some eviden
50. ame of the group will be displayed as a subheading on the Learning Template form The Interpretation box can be used to expand on the meaning of the group Interpretations are available to learners when completing a Learning Session as read only and accessed by clicking the adjoining blue button icon 44 o ASPIRE User Manual m Learning templates Z Sub folder 1 Company Standards _ Evaluation Course B New Folder a a New Learning Template gag Group 1 Once a group is created questions can be added by right clicking the group icon and selecting new question from the drop down menu Eii Edit Group Move Group Up 4 Move Group Down x Delete Group The New question window will appear I Question en Interpretation boy u ASPIRE User Manual e 45 Text The question text must be entered max 255 characters Remember the question should fit neatly on the screen and anything up to 100 characters may make for easier viewing Interpretations Question extensions Interpretation provides extra detail to help the Learner answer a particular question Interpretations Question extensions are available to learners when completing a Learning Session as read only and accessed by clicking the adjoining Icon B Select OK to exit the New question window and save your changes Learning templates L Sub folder 1 H Company Standards H 0 Evaluation Course
51. anager to this Team and click the OK button The Organisation view will refresh with the Manager icon displayed within the Team 20 e ASPIRE User Manual ASPIRE y Organisation gt F Quit D TET Dashboard g Users aa ae Close ab Hide Unassigned Users Administration R Structure H Qualtrak E l Test 3 Organization 0 New Organisation unit 17th Aug 09 5 l Top of my organistation hierarchy 2 sere i 2nd in my organization hierarchy S 3rd in my organisation hierarchy BES Team One pee User Groups New user One Evaluation le bel Team Two e Standards GS Team Three fi Blue Team taz Contact Types A user can be added to any Team and or any Unit as a Manager This action will give the user referred to a manager in this context scope over that Unit or Team This means they will be able to work with any users who belong to Teams that belong to the managed Unit s This scope cascades down the tree to all sub branches When a user is added to a Team as a Manager they automatically become members of the Managers User Group to give them permissions over the users in their scope Users User Maintenance is accessed by selecting Users from the Administration group in the explorer bar Add New User gt F Quit amp Lat Administration Structure 3 Organization To add a new user press New User on the menu bar ASPIRE User Manual e 21 New User Personal Details
52. ance named SQLEXPRESS If I do not want to install the ASPIRE database on an instance but do want to install it on the SQL Server named GKITCHEN4 I would make the following selection instead r Qcoach Database Setup InstallAware Wizard l 2s Microsoft SQL Server Instances Please select a Microsoft SQL Server Instance to connect to Instance Name KITCHEN4 v Authentication Mode Windows Authentication Server Authentication Cera Step 3 Updating the ASPIRE database During this step you will be updating the ASPIRE database The difference between this and step 2 is that over time we add further functionality to ASPIRE and sometimes this requires a change to the database These changes are made to your database by running the following link Please download and run this file http download qualtrak com ASPIRE_Database_Update exe 6 e ASPIRE User Manual a Qcoach Database Update InstallAware Wizard Microsoft SQL Server Instances Please select a Microsoft SQL Server Instance to connect to Instance Name KITCHEN4 SOLEXPRESS Authentication Mode Windows Authentication 5 Server Authentication Please select the Server and if applicable the name of the instance you have installed ASPIRE on In the example above I have a SQL Server named GKITCHEN4 On this server I have an instance named SQLEXPRESS It is here that I have installed my ASP
53. and close As your organization structure changes and new products are introduced you will want to change the Standards against which your advisors are evaluated Instead of deleting a standard you should mark it as inactive This means you can retain historical scores for your advisors and teams To Inactivate a Standard Right click the Standard icon and select Inactivate from the context menu G Duplicate Standard Inactiwate Collapse gt Expand ASPIRE User Manual e 35 By default inactive templates are hidden when you first open the standards screen You can toggle between showing and hiding inactive standards by clicking on the Show all button x Close Show All Inactive AutoFail The AutoFail feature has been made available to enable organisations to highlight critical errors for example an agent s failure to adhere to the Data Protection Act A definition selected as an AutoFail will result in an evaluations score being set to O It is the No or O score on an Evaluation that triggers the AutoFail Points value and 1 5 scoring modes do not support the AutoFail feature The AutoFail profile can be set at Definition Attribute or Standard level An AutoFail profile at the Standard Level will take precedence over any AutoFail profile at Attribute level The scope for each is what is immediately below it So for instance an Attribute AutoFail is concerned with only those AutoFail Definitio
54. ard Media Browse Folder This is the default location where new media Files are browsed For This setting can be over ridden For individual users C Documents and Settings Gina Desktop Saved Media Folder This is the default location where referenced media Files are saved This setting can be over ridden For individual users C Documents and Settings Gina Desktop Work Temporary Files Folder Browse Folder When working with pre saved calls we can browse our organisations network file system in a Windows Explorer style dialog box and select any file which my users have permission to access I can apply a default setting here for all users this can be overwritten for individual users if required The default Browse Folder will be the starting point for search for new media i e this default folder will be displayed first To overwrite the default Media setting select Edit User from within Users 10 e ASPIRE User Manual Saved Media Folder When an evaluation is saved for the first time the associated media file is renamed with the evaluation reference This makes the file name unique It is then moved to a central location so that all media files are in one place and can be accessed by other users This location is specified by setting the Saved Media Folder This setting will apply to all users of ASPIRE but can be overwritten for each user If you are using an integrated recorder a copy of the call is m
55. are to create Learning Templates Group Name Description Built In amp agents Users are automatically joined to this group when they ar True amp Managers Users are automatically joined to this group when they ar True DP Administrators Full administrative access True Author Test group to write and assign learning False Self Evaluators To carry out self Evaluation of own calls False Close The Built in User Groups cannot be deleted To view or edit a User Group s permission highlight the group and then click the Edit button or double click the User Group ASPIRE User Manual e 29 Group Permissions for Managers Ee Group Permissions Name Managers Description Users are automatically joined to this group when they are made manager of a team or unit Cancel You can create your own User Groups and give them a name and description For the built in groups you can edit the description but not the name Group Permissions for Managers Group Permissions rea Change Create Delete Limit Scope Unit Maintenance User Maintenance User Groups System Parameters Standards Evaluation Self Evaluation Coaching Learning EFUSOBOUBOR d d m m O m Publishing Reporting Author Templates 0 0 KAKEK OB AKON K ms m Author Learning Session The permissions tab shows what level of permission is granted for the selected User Group for each ar
56. ations completed by an evaluator over a specified period of time It can be used to analyze the average overall score of a Team or Unit and will also be useful in highlighting evaluation inconsistencies amongst Evaluators The Evaluations Tracking report is accessed from the Reports menu in the Explorer Bar on the left hand side of the screen Evaluations Tracking Analysis Selection amp Evaluator O Unik or Team Standard gt Standard Clear Browse Contact Type Group By 72 Years Months Weeks Date o2 12 2009 Cancel You can select either to analyze the average overall scores filtered by Evaluator or Unit Team To filter by Evaluator e Select the Evaluator by checking the appropriate box and clicking the Browse button Enter their last name and click on Search to produce matching results You can also enter part of the last name to produce more matches e g entering w will return all users whose last name starts with the letter w Leaving the search criteria blank will return all users e Select the Evaluator and click the OK button To filter by Unit Team e Select the Unit Team by checking the appropriate box and clicking the Browse button From the organization structure select the Unit Team and click the OK button e Select the Standard by clicking the Browse button If no Standard is selected from the drop down menu all evaluations from all standards
57. bute The New Definition window will appear 38 e ASPIRE User Manual Definition Sounds enthusiastic Interpretation oyl Lots of energy in the voice with a wared tone _ Auto fail Stop Evaluation Text This is where you should enter the definition text question max 255 characters Interpretations notes Provide extra detail to help the evaluator score a particular definition This helps to bring the interpretation of different evaluators together so all agents are treated fairly Interpretations are available to evaluators when using the evaluation form as read only and accessed by clicking the adjoining blue button E g the definition question may be Takes the caller s address detail the interpretation note could be Must include House number and postcode Points A value should be given to each definition If you feel one definition is more important than another it can be weighted to have a greater impact on the score Auto fail The AutoFail check box should be checked if the definition is to trigger an Autofail If the Auto fail check box is ticked you should choose from the drop down menu whether the Evaluation should be continued all definitions scored or stopped We recommend that where you have a number of AutoFail Definitions within one standard you select the same option e g Stop Evaluation for all Select OK to exit the New Definition window to save your changes ASPIR
58. ce from which the advisor with the support of their team leader identify for themselves 2 or 3 improvement goals to work on It is our experience that 2 calls are normally sufficient to use for an effective coaching session from which will come the advisor s self selected improvement goals Ideally the feedback sessions should last about 45 minutes This is sufficient time to review a couple of calls and guide the advisor in identifying their improvement goals Once the evaluator becomes competent in evaluating calls they will typically take about 20 minutes to evaluate a 3 5 minute call including bookmark comments against a number of definitions If you accept these time requirements you can decide the frequency of the coaching sessions Do the usual call center pressures and resources allow for a monthly session or bi monthly It is better to under promise and over deliver You can always begin with less frequent coaching and increase the frequency once you have a good understanding of the resource requirements for monitoring and coaching ASPIRE User Manual e 123 Step Six Coaching The application includes a Coaching module to help you manage the feedback process Use this to capture the agreements and summaries of the coaching session Start the coaching session by reviewing the previous actions and if any have not been completed you can decide whether the action is still relevant in which case it can be rolled over into the current c
59. d Users Administration y Organization Ei R Users B User Groups Evaluation O rowu Refresh 2 Standards to Contact Types Learning W Learning Templates To create a new unit as a root or top level unit right click in the white space on the screen and select New Unit from the context menu ASPIRE User Manual e 17 F ia l Organisation g Quit D Log Off Dashboard g __ Administration 3 Organization 2 Users B User Groups Details Managers Evaluation e Standards t Contact Types Description Learning P Learning Templates PI Learning Sessions Tools Options EJ close amp Show Unassigned Users Name eerrrrrre Enter a name for your new unit and an optional description Then click OK to update the organization tree to reflect the changes Teams are created in the same way Moving Units Should you wish to move an organization unit you can simply drag and drop it into different unit to make it a sub branch of the destination unit or drop it into white space to make it a root or top level unit Move Top of my organistation hierarchy Y Gre vou sure vou want bo move this unit to Qualtrak You are prompted to confirm the move so you have an opportunity to cancel if you made a mistake Deleting Units If you wish to delete one of your organizational units simply right click the unit and select Delete Unit from the context
60. d of the benefits and the importance of their personal contribution ASPIRE User Manual e115 Step Two Develop the Call Handling Standard This is the cornerstone of the quality program and should be undertaken with a great deal of care The standard will be the basis by which advisors will be monitored We recommend that you consider using a team to develop the standard comprising of both advisors and team leaders Select members who are recognized as being role models Make this team responsible for developing and owning the standard A good process is for the team about 8 10 is an effective size to spend a day away from the phones envisioning what an excellent call handling experience looks like They should select a facilitator who will guide the team in achieving their aim Start off the day by brain storming what an ideal call will include The facilitator should remind the team that they should come up with short statements or words that describe what happens during the call i e the call structure or process and also what are the positive behaviours soft skills that lead to a memorable customer experience The statements or words will need to be sorted into process and behaviours Arrange the process statements into some kind of logical order For example Call opening Gathering information Confirming understanding Proposing a solution Gaining commitment Overcoming objections Closing the call An excellent call is not based onl
61. e Help Targets Dashboard Help Settings Enter the full URL of the help system http help ASPIRE net E g http www myapplicationhelp com 16 o ASPIRE User Manual Organization Overview The organization structure is replicated within ASPIRE to produce reports and manage the enterprise wide performance management process Typically users are allocated to a team teams to a department departments to a contact center contact centers to a division divisions to a country and countries to a group ie Top of my onganistation hierarchy im And in my organization hierarchy im drd in my organization hierarchy S New user One New user One DS Team Two DS Team Three GS Blue Team Organizational units work in a hierarchy whereby the largest groups must be created first i e Company followed by Contact Centre then a Team and so on Each unit may contain one or more organizational units These are represented with a folder icon A Team is a special type of organization unit It is the same in every way except that users can only be assigned to a Team So you can think of a Team as an end point to a branch of your organization Creating Units To create an organizational unit within an existing unit highlight the unit by right clicking and select the New Unit from the context menu Cr FS eee me Quit g Log Off Dashboard Organisation isi EJ close amp Show Unassigne
62. e Administer 01 Dec 2009 10 52 PM Ager 109 Yes yess System Acmninistratcr 02 Des 2009 10 15 AM Agent 22 chores Note This report can also be viewed from within the evaluation form ASPIRE User Manual e 103 Evaluator Skills The report is a summary of evaluations completed by a user with Evaluator permissions for a given standard over a specified period of time The report can be used to drill down and track the consistency of Evaluator understanding at definition level and is useful in highlighting evaluation inconsistencies amongst Evaluators The Evaluator Skills Analysis report is accessed from the Reports menu in the Explorer Bar on the left hand side of the screen Evaluator Skills Analysis Evaluators System Administrator Michael Powers Remove Clear Standard gt Standard Browse Contact Type Date Range 12 From 02 12 2008 Ta 02 12 2009 v e Select the Evaluator or Evaluators by clicking the add button Enter their last name and click on Search to produce matching results You can also enter part of the last name to produce more matches e g entering w will return all users whose last name starts with the letter w Leaving the search criteria blank will return all users e Select the Evaluator and click the OK button To add more than 1 evaluator at the same time hold down the shift key to select continuous Evaluators or hold the ctrl key to select intermittent Evaluat
63. ea of ASPIRE Where the check boxes are disabled or greyed out that permission level is not available Limit Scope Scope refers to the units teams and users whom you manage If you are granted Read Permission on User Maintenance and Limit Scope is checked when you open User Maintenance you will be able to see only the users that belong to Teams that you manage either directly or through the management of parent organizational units 30 e ASPIRE User Manual If Limit Scope is unchecked then you will be able to see all users Standards Designing a standard We strongly advise that you read Step Two of the seven step guide to implementing a quality monitoring programme before designing your standard A standard is an evaluation template made up of measurable statements definitions questions that are grouped together under attributes family of questions collection You would typically create different Standards for specific departments For example a question about selling techniques would not necessarily apply to a call taken by a service department An advisor s performance is evaluated against a series of definitions questions Definitions are grouped together under attributes to make up a Standard evaluation template To view Standards select Standards from the Administration Group in the explorer bar Standards are organized in folders To create a new Standard you must first create a folder
64. ecomes read only and further changes to the scoring or bookmarks cannot be made The saved Learning Session can be viewed and Assigned to additional learners a Delete Learning Session Ei Author ab History To view a Learning Session that has already been Assigned to a least 1 learner select View from the context menu To Assign a Learning Session that has already been Assigned to at least 1 learner select Assign Learning Session from the context menu 58 e ASPIRE User Manual Assigning a Learning Session When you are happy that the Learning Session form has been completed correctly you can distribute it to people within your organisation Open the Learning Session you wish to use and from the menu bar select Assign Learning Session New Learning Session Y 4ssign Learning Session e p New Learning Session rs Group 1 14 July 2009 2w Learning Template f Mike Manager B Question 1 Group 1 New Learning Template NA Q2 Group 1 Yes NA You can either select an Individual Team or Unit depending on your position within the organisational structure Click OK when you are ready awa H H Eyal Test Team 1 Mike Agent g Agent 2 Agent 2 You can then enter comments about this Learning Session that will appear to the learner This can be any comments or instructions to assist the learner Click Send Learning Session when you are ready ASPIRE
65. enables Managers to evaluate real calls and send immediate feedback to their Agents Create an InstantCoach The first step in creating an InstantCoach is to carry out an evaluation When you are happy that the call has been evaluated correctly and you have added sufficient bookmarks with effective feedback you can create the InstantCoach An InstantCoach can only be sent once the evaluation is saved Although you have the option of sending part of the Evaluation as an InstantCoach the evaluation must still be completed in full When InstantCoach is selected from the menu bar a message appears to confirm that the evaluation will be saved bel Save and Clase be Cancel Search Media Reject Mediz c Print Preview Show Score Instantloac ae Evaluation Information s Use of oice Evaluation For Mike Agent Employee Ret i Sounds enthusiastic Reference Evaluation Date Standard b Ecadluetai i 1 Any changes that have vet to be saved have now been saved Contact Type Score Once you have selected OK you will be presented with the InstantCoach properties box you can choose to include All or some of the definitions and to Show the Score InstantCoach What to include All v Show Score Partial Comment Cancel ASPIRE User Manual e 79 If you select Partial you will be presented with a list of definitions from which to make a selection InstantCo
66. es ots You are prompted to confirm the move so you have an opportunity to cancel if you made a mistake Deleting Folders amp Templates If you wish to delete one of your Folders or Templates simply right click the unit and select Delete Folder Template from the context menu You cannot delete a Folder that contains other folders or Templates These must be moved or deleted first You cannot delete a Template once it has been used to create a Learning Session ASPIRE User Manual a AT Learning Sessions A Learning session is a module that enables users to answer a set of preset questions Their answers can then immediately be compared to how an expert would have answered those same questions The questions may refer to a Media file that can be added to the Learning Session or to the company standards Or indeed any subject your experts wish to design a Learning Template on To view the Learning Sessions select Learning Sessions from the Administration Group in the explorer bar ASPIRE BEE Administration Dashboard Learning Templates Learning Sessions Standards Structure E close p Organization Se Users 3 Evaluation 3 cn earning eal Standards a 1st Learning Sessions folder Contact Types Learning Templates Learning Sessions Current User Mike Manager Powered by Qualtrak com a Learning Sessions are organized in folders To create
67. exceeded time limit oo O O O Exceeded Coaching Objectives The report is a summary of Coaching Objectives planned and completed over a specified period of time The report is accessed from the Reports menu in the Explorer Bar on the left hand side of the screen ASPIRE User Manual e 109 Coaching Objectives Selection amp O Unit or Team Date Range 12 From Oiz zo08 w To O9flef2009 Ww e Select the Unit or Team by clicking the browse button e Select a date range Select OK to preview the report Coaching Objectives Coaching for Test Team 1 Unit Coach Agent Test Team 1 System Administrator Mike Agent Objective 1 Objective 2 Coaching from 09 12 2008 to 09 12 2009 Planned Completed 09 Dec 2009 09 Dec 2009 09 Dec 2009 Note The report will only output data from Coaching Session completed by users belonging to Units Teams to whom the currently logged on user manages 110 e ASPIRE User Manual Exporting Data When previewing any report you have the option to export the data to the following formats Adobe Acrobat PDF Microsoft Excel xls Microsoft Word doc Rich Text Format rtf g Close Sa Print Report amp Export Report Click the Export Report button from the menu Export Report My Recent Documents File name cave hy M etwiork Save as type Cancel Crystal Reports rpt w Crystal Reports rpt Adobe Acrobat
68. g Session template form will open ASPIRE User Manual a g Dashboard Learning Sessions New Learning Session be Save and Close bey Cancel Se Search Media Media Q Assign Learning Session Learning Details a Session Name New Learning Session ra Group 1 Creation Date 14 July 2009 Template New Learning Template naka Mike Manager i 2 Question 1 Group 1 New Learning Template Yes Media File Source OOTO Comments N The Session Name Creation date Template and Author is displayed in the Learning Detail box Top left The authoring of the session can be cancelled by pressing the Cancel button on the menu bar An incomplete Session can be saved and completed at a later time by pressing the Save and Close button on the menu bar A Learning Session cannot be assigned until it has been fully completed Attaching a Media File To select a media file click on Search Media in the menu bar This opens up the following screen from which a file can be selected O Work Temporary fles folder we a 200905191 35702T pnia Gi ManagtO0SS way Be Agent0s0s2 way i Managds05 way i Agent09053 way i AgentOS05S ena _ y AgentOS059 eena UAgent090510 0ma Ey Agentoo051 wav PL Agent090515 war Pi Agent090516 wav ce Gq Agente051 Tvar My Documents Ea AgentOS0S26 wav Ey Agent90527 wav Agentts0623 0av Copy of Agentit wav Manag09054 wav File rame Open Fies of ype ud Fes wav mp3 ea
69. greements online The coach logs on and selects My Coaching from the Home tab on the navigation panel They will also open up the evaluated calls which are to be reviewed This enables the coach to switch from calls to the coaching screen via the tabs Once in Coaching the Manager can view the organisation tree and can choose to Open or start a New Coaching Session for those agents that belong to the Teams he is a manager of Highlight a team member from within the organisation tree and the list of Coaching Sessions for the selected Agent will appear on the right hand side of the page Dashboard Coaching Ey chee q3 Open dP ew BF Delte irs z E ARA Caha Wianiagal Commen Ao Dbjeciiwes Completed amp Completeda a a8 Pe ee Eme 8a 1006 2005 Mie Manager Cosching Sean 7 100 a aa Cari ahi S Mke ey Ba 03082009 Mike Manager Cosching Secaon7 oO 2 Mike Agent T Agat 7 Agent 2 in Blue Team One Eom The Coaching Session displayed in red text indicates that Objectives are still outstanding or were not completed on time The coaching sessions colour code If completed on time is less than 25 the row is red if completed on time is less than 50 the row is orange Double click a Coaching Session to open the coaching form Objectives should be updated before a new session is started Start a New Coaching Session Select New from the menu bar to create a New Session ASPIRE U
70. hen the objectives have been agreed and the evaluations reviewed a hard copy of the Coaching Session can be printed Select Print Preview from the menu bar Print a hard copy for the Agent or Export the report to another location You can export the form by pressing Export Report and save it in PDF Word Excel or RTF format J Css SS Print Report amp Export Report fh Ri Main Report Coaching Session Mike Agent Session Date 09 September 2009 Comments Morihy Coaching Session lo dicuss InstantCoaching reviewed by Agent and feedback Evaluation data Agents very happy wih the training and support he is recieving from his Taam Leader on Call Handling Skills Objectives Date To Complete Objectiva 1 29th June 09 26 June 2009 Objecte 1 Sept Coaching Session Objective 1 Sept Coaching Session 30 Septernber 2009 Signed Cosch Signed Date Date Dale Completed Close the Print Preview to return to the Coaching Session Save the Coaching Session by pressing Save and Close from the menu bar Save and Clase bei Cancel gP Add Objective ga Print Preview ASPIRE User Manual e 89 cq_cwe i Dashboard Coaching Agentidgowz Evaluations Agena J LU j Cee go Open db hew BE Delte C2 Quatrak a er eee Date Managet Comment Mo Obecives Completed Compkteda AD PSA Sr Mike te anager Por hike Lae Firg Si a Li i Sota E3 10 0
71. ice ASPIRE User Manual e 137 5 Recognised opportunities to close the sale a Responds to customer s buying signals b Ask for the booking Sale 6 Recognised opportunities to cross up sell a Recognised opportunities during call where another product service may be appropriate b Positively offered cross sell product c Offered alternatives if original request not available 7 Sounded enthusiastic and positive a By varying pitch and pace of voice b By using positive words and phrases c By showing genuine interest in the call 8 Spoke clearly and gave concise information a Spoke clearly b Did not rush or interrupt caller c Sounded confident avoided hesitation the way the information is given d Avoided unnecessary jargon without explanation e Did not overload caller with irrelevant information 9 Controlled the call a Took control of the call from start to finish b Guided customer towards a booking if applicable c Identified when caller digressed and used skilled questioning to return them to the point 10 Displayed empathy Built rapport with customer a Avoided long silences b Used customer s name during the call but did not overuse c Did not sound patronising d Attempted to build rapport with customer 138 e ASPIRE User Manual
72. ice with negative words and phrases b Quoted price without hesitation c Advised caller of what s included in the price Notes Oh it s coming out a little bit expensive See above e g Airport tax VAT food insurance this that and the other 9 Handled objections positively if applicable a Acknowledged objection b Gave a positive response to objection i e quality product etc c Offered suitable alternatives suggestions where possible d Checked caller s satisfaction unless caller indicated they are satisfied 132 e ASPIRE User Manual Notes Agent needs to express that they understand the customer they can hear what the customer is saying 10 Recognized the opportunity to close the sale a Responds to customer s buying signal Notes Response should be quick If slow consider scoring N at 11 b 11 Gained Customer commitment a Asked for the booking sale b Asked positively for the booking sale Notes In response to buying signal With confidence Hesitation is specific to giving the price as opposed to a slight communication er Fear of the price gets a no 12 Recognized opportunities to cross up sell a Recognized opportunities during the call when another product service may be appropriate b Positively offered cross sell product Notes All agents should offer extras even if a booking or sale is not made 13 Offered alternatives solutions a If original request unavailable ex
73. ified when caller digressed and used skilled questioning to return them to the point 14 Sounded knowledgeable and informed a Was quickly able to locate and communicate information b Competently dealt with questions other than objections c Appeared familiar with company s products amp services 15 Listened effectively a Used listening noises to show attention to caller b Did not interrupt caller c Accurately grasped caller s needs d Did not ask caller to repeat information already given 16 Displayed empathy Built rapport with customer a Avoided long silences b Used customer s name during the call but did not overuse c Did not sound patronizing d Attempted to build rapport with customer 17 Overall gave an exceptional impression of xxxx Example 5 1 Opened call appropriately a Used appropriate greeting i e Good morning afternoon b Introduced company name c Offered to help d Gave own name in early part of call 2 Used questioning to obtain information a Used appropriate questions open probing closed etc to stimulate flow of conversation b Identified purpose of call and customer s needs 3 Matched customer s requirements a Uses features and benefits to recommend most appropriate product for the customer 4 Presented price confidently a Did not lead up to price with negative words and phrases b Quoted price without hesitation c Advised caller of what s included in pr
74. ld collect their input formally and review at their next meeting All employees should be included in the consultation stage Team leaders call centre managers training managers marketing managers etc At the follow up meeting the agenda is to review the various suggestions and agree any modifications to the draft The next agenda item is to produce Interpretations notes for each definition Interpretations provide extra detail to help the evaluator score a particular definition For each definition get the team to agree what they will be looking for in order to score positive i e what evidence Do this for every definition Next test the standard by collectively scoring a number of calls In particular test the interpretation notes During this stage the interpretation notes will expand and become more useful The Interpretation Notes are entered against each definition on the Evaluation standard Evaluators should be trained to refer to the Interpretation Notes and not to apply their own interpretation to the questions This ensures that all the evaluators sing from the same hymn sheet Failure to do this leads to inconsistency in scoring by different evaluators Your call centre may have more than one department e g telemarketing and customer service If that s the case we recommend that it is best to develop the standards together in order to make sure they are consistent with each other This requires the team to include representa
75. lementing a Quality Monitoring Programme eeeeeseeeeeesesessessese 113 e 3 Step One COMMUNIC AION esseci sereine rn Er ran A EEEE EE EEEIEE ENE EREE EE Eris 115 Step Two Develop the Call Handling Standard ccccncsseteeseseseseeseeeeeeeeeeeeeeeeaeas 117 Step Three Gaining Commitment 024c0r0 sescviarcicasdcestacentabsgaxaencanteianswssedeaesacsteraenaaea i E iseia sis 119 Step Four Consistent EyaltdtiOlie sessies nse cn snan enanas ETENE ANE S AEE ERE E ETRS 121 Step Five Feeding back the evaluation results ccc cccccccccccceceeceeeaeeneeeeseeeeeeseeeceeeeeeeneeneas 123 Step 5x C OICHE gee nee err re ncn nee een eee eee renee EN A ANE 125 Step Seven Using th RN OIS ss cresiennes ccccetcenastenscaamesinsasuuncessaatinctuccuaneeebsvwandavenwlaxecnetonussesbounsies 127 PPE certs tease cectictdthe de sone steers abncaddetetae waswn eet E E AE E E 129 Installation Overview ASPIRE is a Client Server application The database is installed on a central server and the client application is installed onto every PC that requires access to the data There are 2 parts to installing ASPIRE before it is ready to use 1 Installing the Server Software 2 Installing the Client Software Installing the Server Software Step 1 Do you have SQL Server 2005 installed If yes go to Step 2 If you do not have an edition of SQL Server 2005 you can get a legal free version The free version is called SQL Server 2005 Express edi
76. luation has triggered an Autofail and the headline score will be set to 0 you are not required to continue with this Evaluation Bookmarks Using Bookmarks to Identify Evidence ASPIRE has been developed predominantly with the emphasis on learning and development as opposed to a traditional monitoring auditing tool Therefore it s important to help the advisor both to learn and to be encouraged To this end we have included Bookmarks which can be added against each Definition Question A Bookmark can consist of text only or text plus audio sound bite Text Only Bookmark Point the cursor anywhere along the Definition line including the scoring section and right click Sounds friendly ij Create Bookmark Select Create Bookmark from the context menu and the Bookmark window opens Siac Sounds Friendly o oe o CCI OO a m m Manager Attachment Seb Start You will notice that at the top of the Bookmark window the Definition name is shown Enter your Bookmark text in the box provided Max approx 130 words ASPIRE User Manual e 71 The Bookmark symbol has a name which is defaulted to be the first name of the evaluator This can be changed by right clicking the bookmark symbol and selecting Rename from the context menu Sounds Friendly Reset Media Rename in New Bookmark Overwrite the default name with a new more descriptive name
77. n Aspire again you will be presented with the login page Language English United Kingdom Choose _ lish United Kingdom v Logon Options O Register Username admin Password First Client application to connect to the database If you are the first client application to connect to this database the installation program will then attempt to validate the license The license will have been setup in advance by your supplier Validation Result The licence has been successfully validated Ate Effective Date 16 07 2007 00 00 00 Expiry Date None Database Server 182365 SQL INT2 Licenced Users 100 Evaluate Active Date 30 08 2006 00 00 00 Evaluate Expiry Date None Learning Active Date 16 07 2007 00 00 00 Learning Expiry Date None ASPIRE User Manual Validate License You will require an internet connection to validate the license but this can be done from any one of the client installations You will not be able to use ASPIRE until the license has been validated The validation result window shows information about your license such as effective date and the number of licensed users You can see this information at any time by selecting About from the Help group on the explorer bar Next you will be prompted to create the default file locations for media files Create default file locations for Media files Options Media Attachments Database Help Targets Dashbo
78. n OnOn0 6 Uses positive words and phrases Comments N 6 Avoids negative words and phrases 6 Uses clear language Evaluation Information The User Employee Reference Evaluator Date and Standard information is displayed The reference will also be displayed but not until evaluation has been saved The reference number is made up of the first 5 characters of the Agents Surname the year the month and the next available number e g Agent 10 04 1 The Contact Type is optional and can be used to group different types of calls For example you could use Contact Types to store your customer names or the type of call such as complaint customer support new ASPIRE User Manual e 65 business etc To assign a Contact Type to the evaluation click on the browse button in the Contact Type box and select from the list presented Contact Types le Contact Type 4 fe Contact Type C fe Example of Good Call e Example of poor call fe See comments The score is hidden by default and can be shown hidden by clicking Show Score on the menu bar The evaluation can be cancelled by pressing the Cancel button on the menu bar An incomplete evaluation can be saved and completed at a later time by pressing the Save and Close button on the menu bar Attaching a Media File You can either select the call manually or let ASPIRE randomly select a call for evaluation Random selection is only available when ASPIRE is integrated with a voice
79. nfirm their name and address as a security check 5 Matched customer s requirements a Agent responds to customers requirements 6 Handled objections positively if applicable a Acknowledged objection b Gave a positive response to objection i e quality product etc c Offered suitable alternatives suggestions where possible d Checked caller s satisfaction unless caller indicates they are satisfied 7 Offered alternatives solutions a If original request unavailable explained why b Sought to offer suitable alternative or solution 8 Summarized outcome of call a Summarized main elements of call b Agree actions and set expectations 9 Closed call positively a Asked if any further help required b Positively thanked customer for calling c Mentioned company name Impression 10 Sounded enthusiastic and positive a By varying pitch and pace of voice b By using positive words and phrases c By showing genuine interest in the call 11 Sounded friendly a Used warm welcoming tone of voice 136 e ASPIRE User Manual b Was willing to help c Was polite 12 Spoke clearly and gave concise information a Spoke clearly b Did not rush caller c Sounded confident avoided hesitation the way the information is given d Avoided unnecessary jargon without explanation e Did not overload caller with irrelevant information 13 Controlled the call a Took control of the call from start to finish b Ident
80. ng the browse button Enter their last name and click on Search to produce matching results You can also enter part of the last name to produce more matches e g entering w will return all users whose last name starts with the letter w Leaving the search criteria blank will return all users e Alternatively select a Unit or Team e Select the Evaluator and click the OK button e Select the Standard for the evaluations you wish to include in the report by clicking the Browse button in the Standard box and selecting from the list If no standard is selected all standards will be included in the report e Select a Contact Type If no contact type is selected from the drop down menu all contact types will be included in the report This is optional e Finally select a date range ASPIRE User Manual e 107 Select OK to preview the report Evaluator Productivity Evaluations for Everyone Evaluations from 10 11 2004 to 10 11 2005 Evaluator Standard Evaluation Count oystem Administrator Contact Centre CHS Michael Powers Contact Centre CHS Total Number of evaluations Note The report will only output data from evaluations completed by users belonging to Units Teams to whom the currently logged on user manages Coaching Productivity The report is a summary of Coaching Sessions completed by a user with coaching permissions over a specified period of time The report is accessed from the Report
81. nitions Tracking This report is a summary of evaluations completed for a user team or organizational unit over a specified period of time The report can be used to drill down and track the performance of a user team or organizational unit at definition level The Definitions Tracking Analysis report is accessed from the Reports menu in the Explorer Bar on the left hand side of the screen Definitions Tracking Analysis Selection a3 Unit Team or User Browse Standard Browse Contact Type Clear Group By 12 Qvears Months Weeks Evaluation Date 02 12 2009 F Cancel e Select the Unit Team or User by clicking the Browse button and selecting from the organization tree Click OK e Select the Standard for the evaluations you wish to analyze by clicking the Browse button e Select a Contact Type If no contact type is selected from the drop down menu all contact types will be included in the report This is optional e Finally a date and grouping option must be selected Once a grouping option has been selected the report will display data from the previous 12 weeks months years or Evaluations Evaluations can only be selected as a grouping order in the case of a user being selected over a Team or Unit Select OK to preview the report ASPIRE User Manual e 101 Definitions Tracking Analysis for Everyone 12 weeks up to 10 November 2005 220 A005 2902005 0S 09 2005 1094005 19 09 2005 26 09 2005 to io t
82. ns it houses Whereas an AutoFail profile at Standard level is concerned with all AutoFail Definitions Auto Fail C The AutoFail profile will govern how many AutoFail Definitions it will take for the AutoFail to trigger The Slide bar indicates from O0 to X x total number of AutoFail definitions within the Standard In this example there are 3 definitions in this Standard tagged to trigger AutoFail The Slide is set to 1 indicating that if only 1 autofail definition is scored No an AutoFail will be triggered Note The Autofail Check box will be disabled greyed out until Attributes and definitions are added to the standard The slide bar will automatically display markers to indicate the number of Autofail definitions added to a Standard 36 e ASPIRE User Manual Attributes and Definitions Collections Family of Q s and Questions Measurable statements Attributes are groups collections of definitions questions that make up the standard Before a definition question can be created you must first create an attribute collection for it to belong to Right click the Standard icon and select New Attribute from the context menu Sf Call Handling Standards rae J Call Handling Edit Standard Duplicate Standard Delete Standard Collapse Expand The New Attribute window will appear New Attribute Interpretation Auto fail C The name of the attribute collection will be displayed as a
83. nterpretation Question extension which is read only The Author will set the answers to Yes or NO If you do not wish the learner to answer an individual question or a whole group of questions then N A should be selected If N A is selected the question s will not be displayed to the Learner ra Group 1 i p Question 1 Group 1 New Learning Template Oz Group 1 Yes 52 o ASPIRE User Manual Bookmarks Using Bookmarks Aspire has been developed predominantly with the emphasis on learning and development Therefore it is important to help the Learner both to discover and to be encouraged To this end we have included Bookmarks which can be added against each Question Bookmarks are used to back up whatever result we give with evidence A Bookmark can consist of text only or text plus audio sound bite Text Only Bookmark Point the cursor anywhere along the Question line including the scoring section and right click Dashboard Learning Sessions New Learning Session be Save and Close bey Cancel Ge Search Media vy Assign Learning Session Learning Details N Session Name New Learning Session e Group 1 Creation Date 14 July 2009 Template New Learning Template _ Ko K har Mike Manager i B Question 1 Group 1 New Learning Template Liu Q2 Group 1 Select Create Bookmark from the context menu and the Bookmark window opens Bookmark am x Question 1 Group 1 New Learning Template Text Demonstration
84. o io io to 2008 2005 4 08 2005 11092005 18 09 2005 25 09 2005 0A102005 Meet amp Greet Corporate Welcome 88 57 Name Exchange 56 76 Security questions 80 56 Obtain Customer s Telephone Number 32 78 Subtotal 69 67 Note The report will only output data from evaluations completed by users belonging to Units Teams to whom the currently logged on user manages Track Changes This report is a list of changes made to all evaluations within a given period after they have been saved for the ist time The Track Changes Report is accessed from the Reports menu in the Explorer Bar on the left hand side of the screen Track Changes Report Type d Specify a Unit Team or User Test Team 1 Standard q Leave blank to view changes in all Standards Date Range 12 From 0z November 2009 ka To 02 December 2009 ka Cancel 102 e ASPIRE User Manual Select the Unit Team or User by clicking the Browse button and selecting from the organization tree Select the Standard or leave blank to view all Standards Finally select a date range and click OK to view the report From Par To ee 200 Track Changes Made To Evaluations belonging to Test Team 1 Copy of Behaviours with Auto Fal Definite Sounds enthusiastic Changed by When changed Reference Changed to Reason for change System Administra 2a New S008 04 14 PM Ager 13 4a This is rere ret System Acmninistatcr B Mere 2009 01000 PM Agawa Ma tst Bysk
85. oaching session Then you can review the calls Good coaching practice requires the coach to helping the coachee to identify for themselves their desired goals It is much more effective to let the advisor discover these for themselves A good technique is to follow these steps Play the call without revealing the score Ask the advisor for their opinion of the call Start off with what they did well and give praise This can be followed by asking for improvement opportunities Return to more praise Review the evaluation and the score Repeat possibly with a second call Ask the advisor to identify 2 or 3 improvement goals Agree the associated actions and required support Capture all these on the Coaching form Print a copy and both sign as a commitment to each other In some cases call centre managers may decide that good performers don t require coaching as often as poor performers This can have a detrimental effect by withholding the satisfaction of receiving praise Lack of feedback is often cited as a key reason why good people leave an organization The quality of the coaching will determine the true value of the quality monitoring program and the associated investment Monitoring on its own is not sufficient It needs to be used to motivate and inspire the employee to want to rise to higher levels of performance That requires excellent coaching We have included some guide notes of what constitutes an excellent coaching experience
86. one Yes Agent 09 07 21 20 07 2009 Behaviours Mike Manager None Yes Agent 09 07 8 08 07 2009 Copy of Beha Mike Manager None Yes Agent 09 07 7 08 07 2009 Behaviours Mike Manager None No Select the User advisor you wish to evaluate If evaluations already exist for this user they will appear as a list on the right of the screen the newest at the top To open an existing evaluation double click the appropriate reference or highlight the evaluation and choose Open from the menu bar ASPIRE User Manual To create a new evaluation simply select the user you wish to evaluate and choose New from the menu bar Select Standard Behaviours Virgin Media Soft Skills Standard Copy of Behaviours Test Learning Standard Copy of Behaviours 2 Points Standard Call Handling Oto Highlight the standard you wish to use to evaluate the call against and click OK to open the evaluation screen Dashboard Evaluations New Evaluation be Save and Close fey Cancel Ge SearchMedia Reject Media d Print Preview Show Score V InstantCoach Evaluation Information PN Use of Yoice Evaluation For Mike Agent Employee Ref 6 Sounds enthusiastic Reference New Evaluation Evaluation Date 20 October 2009 i asonya 6 Sounds friendly No ma Standard Behaviours E valuator System Administrator J 6 Sounds confident Yes Contact Type EJ Score Use of language Media File Source CG mD O
87. ors Up to a maximum of 12 Evaluators can be displayed on any one report ASPIRE User Manual e 105 Select the Standard for the evaluations you wish to include in the report by clicking the Browse button in the Standard box and selecting from the list This is compulsory Select a Contact Type If no contact type is selected from the drop down menu all contact types will be included in the report This is optional Finally select a date range Select OK to preview the report Evaluator Skills Analysis Evaluations from 10 11 2004 to 10 11 2005 system Administrat O Meet amp Greet Corporate Welcome 74 85 Name Exchange 44 44 Security questions 75 56 Obtain Customer s Telephone Number Og 7T Subtotal 62 16 Michael Powers 89 05 53 05 TF 51 14 6 64 Note The report will only output data from evaluations completed by users belonging to Units Teams to whom the currently logged on user manages 106 e ASPIRE User Manual Evaluator Productivity The report is a summary of evaluations completed by a user with Evaluator permissions over a specified period of time The Evaluator Productivity report is accessed from the Reports menu in the Explorer Bar on the left hand side of the screen Evaluator Productivity Selection Q Or CO Unik or Team Standard eS Standard Contact Type Date Range 12 From 09 12 2008 To 09 71272009 s e Select the Evaluator by clicki
88. ot delete a Learning Session once it has been assigned as Learning Completing the Learning Session Comments Box The Question bookmarks are specific whilst the Comments box bottom left can be used for general comments about the Media File or Learning Session as a whole These comments will be visible to the learner as soon as they open the Learning Session rather than after they have completed the session as with bookmark comments ASPIRE User Manual e 57 When the Learning Session has been completed press Save and Close button on the menu bar If one or more Questions have not been scored you will get the following message Incomplete This learning session has not been completed 8 Do you want bo proceed Press No and look for the question s without a response Saving a Non completed Learning Session You have the option of saving an incomplete Learning Session e g if you need to move onto another task Press Save and Close The message box above will appear select Yes to save and close Completed Learning Sessions Once all the Questions have a response and a media file if required has been loaded you can choose to assign it immediately or save and close Select Save and Close button on the menu bar The completed Learning Session form can be opened by right clicking the Learning session and selecting Author from the context menu Once the Learning Session has been assigned to at least 1 learner it b
89. ound bite by clicking the Play button Bookmark 2 Group 1 Text Audio Bookmark Attachment You can also fine tune the start and end positions of the audio bookmark by clicking the start and end point selectors above and below the timeline i As with Text Only bookmarks a user can add as many or as few audio bookmarks as they wish for each Question Bookmarks can be a mixture of Text Only and Audio 56 e ASPIRE User Manual When finished press OK and this will close the window and save Moving Folders and Learning Sessions Should you wish to move a Folder or Learning Session you can simply drag and drop it into different location A Session can be moved to another folder and a Folder can be moved to become a sub folder or dropped into the white space to make it a root or top level Folder The user s view of Folders and Sessions is dependent on their position within the organisation hierarchy Move New Folder 2 re you sure you want to move this Folder to Learning templates e You are prompted to confirm the move so you have an opportunity to cancel if you made a mistake Deleting Folders amp Templates If you wish to delete one of your Folders or Session simply right click the Folder Session and select Delete Folder Learning Session from the context menu You cannot delete a Folder that contains other folders or Learning Sessions These must be moved or deleted first You cann
90. ounded enthusiastic and positive a By varying pitch and pace of voice b By using positive words and phrases c By showing genuine interest in the call 5 Spoke clearly and gave concise information a Spoke clearly b Did not rush caller c Sounded confident avoided hesitation the way the information is given d Avoided unnecessary jargon without explanation e Did not overload caller with irrelevant information 6 Controlled the call a Took control of the call from start to finish b Guided customer towards a booking if applicable c Identified when caller digressed and used skilled questioning to return them to the point 7 Sounded knowledgeable and informed a Was quickly able to locate and communicate information b Competently dealt with questions other than objections c Appeared familiar with company s products amp services 8 Listened effectively a Used listening noises to show attention to caller b Did not interrupt caller c Accurately grasped caller s needs d Did not ask caller to repeat information already given 9 Displayed empathy Built rapport with customer a Avoided long silences b Used customer s name during the call but did not overuse c Did not sound patronizing d Attempted to build rapport with customer 10 Gave an excellent impression of Company ASPIRE User Manual e 131 Example 2 Process 1 Opened call appropriately a Used appropriate greeting i e Good morning
91. ower than the quality monitoring results It is important that quality monitoring should be a predictive indicator of customer satisfaction We strongly recommend that before the start of the quality program you ensure that adequate training has been given to the evaluators The training should ideally be in small groups up to 8 members and facilitated by two people perhaps who came from the original team that developed the standard who act as reference facilitators in training all evaluators The facilitators will reinforce the importance of the evaluation being based on excellence i e awarding a YES or a 5 only if the skill or behavior has been applied to an excellence level throughout the call It is important to establish the principle of using only the Interpretation Notes as interpretation on how to evaluate a call The process is similar to calibrating a measuring instrument such as a Voltmeter against a master Voltmeter Once the evaluators can demonstrate consistency of scoring they are ready to evaluate their advisors calls Occasionally more frequently in the early days an evaluator will come across a call that requires additional guidelines in scoring certain questions The evaluator should be made responsible to use their best judgment on that occasion but to bring up the call at the next calibration sometimes called levelling meeting It should then be the consensus of the meeting which decides whether an addition
92. plained why b Sought to offer suitable alternative or solution c Convey benefit of what you ve offered 14 Summarized outcome of call a Provided booking reference b Summarized relevant details agree next steps Notes Some summary should be made even if the call has not resulted in a booking Some encouragement for the customer to return 15 Closed call positively a Asked if any further help required b Positively thanked customer for calling c Mentioned company name Notes Asks positively More than Thanks then Impression Behaviors 16 Sounded enthusiastic and positive a By varying pitch and pace of voice b By using positive words and phrases c By showing genuine interest in the call Notes The key word is genuine 17 Sounded friendly a Used warm welcoming tone of voice b Was willing to help c Was polite ASPIRE User Manual e 133 Notes Throughout 18 Spoke clearly and gave concise information a Spoke clearly b Did not rush caller c Sounded confident avoided hesitation the way the information is given d Avoided unnecessary jargon without explanation e Did not overload caller with irrelevant information Notes Can you hear what is said Think carefully whether the word would be understood by a real customer 19 Controlled the call a Took control of the call from start to finish b Guided customer towards a booking if applicable c Identified when caller digressed and used
93. porting To create contact types select Contact Types from the Administration group of the explorer bar and then right click in the white space and select New Contact Type from the context menu H Contact Type A fe Contact Type C Edit Contact Type ae Delete Contact Type You can also right click on an existing contact type to create a sub contact type Contact Types can be nested as many times as you like New Contact Type Pe AO ASPIRE User Manual Enter a name for the Contact Type and click OK to save your changes Learning Templates Learning Templates are used as the basis for all Learning Sessions To view the Learning Templates select Learning Templates from the Administration Group in the explorer bar ASPIRE Eek Administration Dashboard Learning Templates Structure EJ close Show All Inactive 3 Organization 2 Users Evaluation ge Standards o Learning templates ex Contact Types Learning P Learning Templates 2 Learning Sessions Tools Options Current User Mike Manager Powered by Qualtrak com Learning Templates are organized in folders To create a new Template you must first create a folder in which the Template will reside Right click anywhere in the white space and select New Folder from the context menu ASPIRE User Manual e 41 New Folder o Description A name and description can be given to aid the management of your
94. r computer or network The following pre saved media files can be imported for evaluation Audio wav wma mp3 Video asf avi mpg wmv Once you complete and save the evaluation the media file will be given a unique name and moved to a central location These file locations can be edited by selecting Options from the Administration group on the explorer bar Media Attachments Database Help Targets Dashboard Media Browse Folder This is the default location where new media files are browsed For This setting can be over ridden For individual users C Documents and Settings Gina Desktop Saved Media Folder This is the default location where referenced media files are saved This setting can be over ridden For individual users C Documents and Settings Gina Desktop Work Temporary files Folder Browse Folder When working with pre saved calls you can browse your network file system in a Windows Explorer style dialog box and select any file which you have permission to access The default Browse Folder can be entered to set the starting point for search for new media i e this default folder will be displayed first This setting will apply to all users of but can be overwritten for each user See the section on users for more information Saved Media Folder When an evaluation is saved for the first time the associated media file is renamed with the evaluation reference This makes the file name
95. r targets to set the number of evaluations and coaching sessions required for each agent per calendar month Evaluations Coaching Sessions 14 o ASPIRE User Manual To change the Targets select Options from the Administration group on the explorer bar Dashboard Set the default Standard that should appear to your Users Users that have access to other standards have control to change the default standard on their own personal Dashboard The number of months set will determine the timeframe of the Evaluations that the data will be extracted from The data will be displayed in Strengths and weaknesses on the users Dashboard Evaluation Media Attachments Database Help Targets Dashboard Strengths and Weaknesses Default Standard Sehaviours Number of Months 24 3 To change the dashboard default settings select Options from the Administration group on the explorer bar Help The ASPIRE help system is an online help system and requires an internet connection to view If your client pc s do not have access to the internet you could copy the help files to your network and change the location of the help system by selecting Options from the Administration group on the explorer bar and selecting the Help tab Simply enter the URL for the help files For example http www myapplicationhelp com or myserver myapplicationhelp ASPIRE User Manual e 15 Options Evaluation Media Attachments Databas
96. s menu in the Explorer Bar on the left hand side of the screen Coaching Productivity Selection amp olen O Unit or Team Date Range 12 From 09 12 2008 y To 09122009 v Cancel e Select the Coach by clicking the browse button Enter their last name and click on Search to produce matching results You can also enter part of the last name to produce more matches e g entering w will return all users whose last name starts with the letter w Leaving the search criteria blank will return all users 108 e ASPIRE User Manual e Alternatively select a Unit or Team e Select a date range Select OK to preview the report Coaching Productivity Coaching by System Administrator Coach Qualtrak System Administrator Surveys System Administrator Test Team 1 System Administrator Note The report will only output data from Coaching Session completed by users belonging to Units Teams to whom the currently logged on user manages Coaching from 0942 2008 to09 12 2009 agents Req Sessions Completed Completed 0 0 Numberof Objectives set Objectives achieved within ag reed time Achieved Objectives exceeded time limit o o o ooon Exceeded 0 0 Numberof Objectives set Objectives achieved within ag eed time Achieved Objectives exceeded time limit o o o ooon Exeeded 3 1 4 100 Numberof Objectives set Objectives achieved withinag reed time Achieved Objectives
97. ser Manual e 87 Dashboard Coaching AgentiOoO0n Coaching Session key Seve end close bed Cemel dh Add Objective Sga Print Preview Comments Enter your conmeants here Sbhjechve D Carer Date To Complete Status ate Completed eat A blank Coaching Session will appear Any objectives that had been deferred from the previous session will be brought forward to the current session At this stage you are able to add comments observations etc These may be the points that have been discussed during the review of the evaluated calls Max 4k approx 520 words Agreeing Objectives Many companies have adopted the practice of setting objectives which are based on the SMART criteria SMART is the acronym for Specific Measurable Achievable and Relevant To add an objective press Add Objective from the menu bar You can give each objective an owner Manager or Agent and select a date to complete All Objectives must be saved individually 88 e ASPIRE User Manual Dashboard Coaching Coaching Session Agent 09 11 5 ke Save and Close kgj Cancel dip Add Objective Sy Print Preview Comments This is a new Coaching session Objective Objective One Date To Date Ci Printing the Coaching Session Owner Complete Status ompleted v Ji Clear a Mon Tue Wed Thu Fri Sat Sun 2 3 4 5 9 10 11 12 16 17 18 19 23 BJ z5 z 30 C _lToday 24 11 2009 W
98. ses the team will conclude that both are equally important Now ask the team to decide how to distribute the allocated points for each group between the various questions These then become the weightings which are used in ASPIRE User Manual e 117 To assist your team in selecting the right behaviors we have included below families of core behaviors Within each family you can define a number of core behaviours For example included in the Use of voice family you can include Sounds enthusiastic Sounds friendly etc You need to identify the core behaviors which define call handling excellence Examples of Call Handling Standards Note of warning Remember the most important thing is not coming up with the right list but ensuring that the evaluation is based on excellence i e awarding a YES or a 5 only if the skill or behavior has been applied to an excellence level throughout the call Failure to adhere to this principle will lead to highly inflated scores which are not merited Scoring mode The scoring mode you use will dictate how your questions are worded For example you couldn t score the question How well did the agent put the customer at ease with a Yes or No This would be more suited to a Sliding Scale 118 e ASPIRE User Manual Step Three Gaining Commitment Share the draft call handling standard with all employees and ask them if they feel anything has been left out or something is not clear The team shou
99. suetenedewanadeliataaa saat E N 36 Atmb t s and DEMONS ese acne E setae resbaunurdnnaasens 37 Contact IVES teen csp e E E O E O 40 Learin Template Seregi e E A A 41 ECAP MING Ses ONS ea e E A E E 48 BOOKMARKS er a E E TEN 53 Completins the Eearnine 55siri a E aectiaenectateenneteeertees a7 ASSIOnING aL Caimin e SCSSiON ie c4 erie crest ounce O a cu aeautnbcurenieattoeose dune 59 History OF A SSI ONTICTES cane e seaside vaded sesso E AR 60 Learnine With le arnin SESSIONS serioan eae A E E REE 62 Creatine anm Evaluatio Meen n a E acaearemacneeneuegasses 64 BOOK KS eaa E a E O TRN 71 Comple nne the Evaluation ssir a choc eaa a E T E IRE 75 Pinin 2 ATE AAT OM rca cari en irre ca E AE T T a E 71 lastani oac Ma akea EAEN N E E RS 79 CO NN at e a a a a a a eee 81 REDONS OVE VIEW ae Serrated scant aceon tacts sents sedate dacact a E A eat ee cten ceatscetaaenae 91 Learue Tables raene E E AA REA 92 Tammie Needs Amil VSS sae die acc aa A E AA A E A AAEE 95 FIC ACNE Scores LAC kino ees ecatantelencese nese suaet sande ameserentaaucueasents 96 Evaluations Tracking noe E A EE E adap O R E 99 P titions Lra kinie e a E aE 101 Track C han ponen aa e A eee eer re 102 Evaluator SKIH Saa ENEE NEO ONA EAA 105 Eyaldator ProdUc UVI Voete o E e e a 107 Cochin e Frodu tivy eee E E neva ai enclceeaeas nd atebene 108 COACHING OD CCUVE S eroen eena ior ea E e EE E E ale RE 109 Expor ne DA e a a E a E O ven nnctarene tan ener senna 111 Seven Step Guide to Imp
100. ta MkeManage Morhy Coaching Sessor bo dost InianiCoschngieva 3 Ty a Bowe Mike Manage Coaching berson dh Mike Ager 1 Objdie ss ruca 1 100 i BOA MkeManage Coachng Sessor 7 fo Mike Agent Ho oberes sa 0 Unrest aril nach Date Assigned ReviewedDate Reference Comments be isana Ager TE Helio hike Agani mouii Mos po ho oepa Pis evaluation beie out mesi magling Hi aeoea Agere 2nd IC looking for save on Track changes repel Pid og dU ia a A Tel loi ack changer tenet hr 20a AgenTvias Select Al 202 ii HA is dkplayped W 24062008 Agen TSB fed aea TIAA Ager Added an aiacheonen te pert IC Eval ret Ageri0S 07 40 Waa 10A Artia Mew IC seni 10h Aug with show seme selected The Evaluation has been ued as an C pewousk InstantCoach packages displayed here in green text have been reviewed by the user those in red are yet to be reviewed Double click the InstantCoach to open it Dashboard Coaching Agent 09 09 2 bed Cancel Show Score 2 Reviewed Evaluation Information a Evaluation For Mike Agent Employee Ref Reference Agent 09 09 1 Evaluation Date 08 September 2009 Standard Behaviours Evaluator Mike Manager Score InstantCoach Assigned Date 08 September 2009 Reviewed Date Reference Agent 09 09 2 Media Media File Agent09091 mp3 Source ManagQ9073 mp3 Cor Ooo e Use of Yoice Sounds enthusiastic Sounds friendly 6 Sounds confident Speaks clearly Use of language Is polite
101. tandard for each Definition Question has been met The Definition will be assessed based on the evidence that it either ASPIRE User Manual e 69 meets excellence in which case the Yes button is pressed it does not meet excellence in which case the No button is pressed In some cases there is no applicable evidence for that Definition in which case the NA button will be selected Use of Voice M P oe Sounds enthusiastic M E oe Sounds friendly Yes M Sounds confident M Speaks clearly M M M Baa If one of the alternative scoring modes is used e g 1 5 then the same principles apply Scoring an AutoFail Definition When you select No at a Definition that has been tagged as AutoFail you will be presented with the following message AutoF ail A Answering Mo here has triggered an 4utoFail Are you sure you want to answer Mo Select Yes to continue with your original score select No if it was selected in error If the Autofail profile was setup to Continue Evaluation after an Autofail is triggered you will be presented with the following message AutoFail 1 This Evaluation has triggered an 4utofail and the headline score will be set bo 0 you are required to continue with the Jy Evaluation If the Autofail profile was setup to Stop Evaluation after an Autofail is triggered you will be presented with this message 70 o ASPIRE User Manual AutoF ail 7 This Eva
102. ted See the section on User Groups for more information 76 e ASPIRE User Manual Printing an Evaluation To print the form press Print Preview be Save and close fel Cancel Ge Search Media Reject Media Gl Print Preview You are prompted to include the text for each bookmark that has been added to each definition question Select Yes or No to proceed as required Show Bookmarks 2 Do you want to include bookmarks in the report If the score is hidden on the evaluation screen then the score will not be included in the print out The print out also includes the general Comments at the end of the report EQ close Sa Print Report Export Report b oM SF M a Main Report Evaluation for Mike Agent Score 60 Reference Agent 09 09 1 Standard Behaviours Evaluation Date 08 September 2009 Evaluator Mike Manager Employee Ref Contact Type Use of Voice Sounds enthusiastic Sounds friendly Sounds confident Speaks clearly Use of language ls polite Uses positive words and phrases Avoids negative words and phrases Yes To print the evaluation click Print Report from the menu bar There is also the option to Export the Report in a number of formats PDF Excel Word and RTF The Excel option enables you to combine the data with other data sources e g balanced scorecard See Exporting Data ASPIRE User Manual e 77 InstantCoach InstantCoach is a module that
103. the exception of Windows Media Player Accept all default settings The installation may take several minutes but you can continue to do other tasks during this time After installation the application will start automatically STEP 2 Installing the Database To install the database download the installation program by clicking on this link http download qualtrak com ASPIRE_Database_Setup exe When it has finished downloading please run it and follow the on screen instructions The following commentary walks you through installing the ASPIRE database Please select the SQL Server and if applicable the name of the instance you want to install the ASPIRE database on From the screen above you can see that I am choosing to install the ASPIRE database on the SQL Server named GKITCHEN4 on an instance named SQLEXPRESS If I do not want to install the ASPIRE database on an instance but do want to install it on the SQL Server named GKITCHEN4 I would make the following selection instead ASPIRE User Manual 0 5 r 3 Qcoach Database Setup InstallAware Wizard arms Microsoft SQL Server Instances Please select a Microsoft SQL Server Instance to connect to Instance Name KITCHEN4 SOLEXPRESS v Authentication Mode Windows Authentication Server Authentication From the screen above you can see that I am choosing to install the ASPIRE database on the SQL Server named GKITCHEN4 on an inst
104. the presentation You can also add a hyperlink as an attachment Type the hyperlink in the attachment box You must enter the full URL beginning with http or https We recommend that you copy the URL from the address bar in your internet browser TO open or view the file you have attached click on the Open button in the attachments box 54 o ASPIRE User Manual Attachment Bookmarks with Text and Audio Sound bite In addition to adding a text comment this can be augmented with a sound bite from the Media File which highlights the evidence used by the Author This is a powerful learning opportunity as it allows the learner to listen learn and understand what it is exactly they need to focus on Media A Media File SOUrCE Agnes Release Me mps To set the audio bookmark open the bookmark window then use the media player controls on the Learning Session form to pause the media player at the start of the sound bite press Set Start in the bookmark window Bookmark Oz Group 1 Author Text Audio Bookmark Attachment Set Start To set the end point of the audio bookmark press the Play button on the media player and press Set End when you have reached the end of the clip you wish to use or press the media player s pause button then the Set End button ASPIRE User Manual e 55 Bookmark Qe Group 1 Text Audio Bookmark Atkachment You can now play the s
105. tion The only restriction it has is that the maximum size the database can grow to is 4GB Please follow these instructions to obtain and install this free edition When run these files will install SQL Server 2005 Express edition 1 Install SQL Server 2005 Express from http www microsoft com DownLoads details aspx familyid 220549B5 0B07 4448 8848 DCC397514B41 amp displaylang en 2 Then install SQL Server 2005 Express SP3 from http www microsoft com DownLoads details aspx familyid 3181842A 4090 4431 ACDD 9A1C832E65A6 amp displaylang en Please note when installing SQL Server 2005 Express edition please make sure of the following e Itis set up in mixed mode allows both SQL Server and Windows Authentication e It is set up to allow local and remote connections using both TCP IP and named pipes Be ASPIRE User Manual Installing the Client Software Prerequisites Before installing the client software you must make sure that the following is installed on each PC and a sound card enabled e Windows Media Player 9 or later Other prerequisites are installed automatically by the installation program These are e Microsoft NET Framework 2 0 e Microsoft Data Access Components MDAC 2 8 e Crystal Reports for _NET Framework 2 0 Installing You can install the client software on as many PC s as you like The installation program will check whether the prerequisites are installed and start their installation if necessary with
106. tives from all the departments Working together is particularly important to ensure that the Standards define a common customer experience We recommend that this team is empowered by the company to be the custodians of the standard and be responsible for agreeing what goes into the Interpretation Notes You are now ready to transfer the standard s and Interpretation Notes into the Evaluation standard ASPIRE User Manual e 119 Step Four Consistent Evaluation Unless calls are evaluated correctly and consistently the quality monitoring program could result in inappropriate communication of quality standards This is a common weakness in many call centers With weak evaluation skills the quality scores may be unjustifiably inflated For example it is very easy to end up with scores up in the high 80s or 90s This gives an optimistic picture of the agents performance This may be justified but all too often high scores are due to weak evaluation i e allowing excellence to be diluted The implication to the company is highly detrimental For example by communicating high scores the employees and team leaders have a false sense of their performance and it is difficult to achieve organizational stretch It means that the company has made the investment in quality monitoring but is not benefiting fully by presenting a false picture to the employees Many companies end up with Customer Satisfaction survey results that are significantly l
107. ubleshooting and advanced settings and will only be used by the Administrator in conjunction with your suppliers support personnel ASPIRE User Manual e 13 Options Evaluation Media Attachments Database Help Targets Dashboard Database Server These are Advanced User settings Please seek assistance from your IT department if unsure Enter the name of the database server including the instance name if applicable 72 3 165 27 4120 Example localhost For this computer IpAddress or ServerName for another computer Example localhostisqlexpress if database is installed on an instance named sqlexpress C Use Windows Authentication Your NT username will be used by the Database to verify who you are Options Fig 3 To change the database select Options from the Administration group on the explorer bar Enter the name of the server including an instance name if required and click Your changes will not take effect until you restart the application WARNING The ASPIRE license is controlled by the database and changing this property could stop the application from working Targets Use the evaluator targets to set the number of evaluations and coaching sessions Managers should carry out for each agent per calendar month These targets will be made visible to my Managers on their Dashboard Options Evaluation Media Attachments Database Help Targets Dashboard Evaluator Targets Use the evaluato
108. uitable for evaluation for example it may be an internal call or it may be too short you can reject it by clicking Reject Media on the menu bar Reject Media Are you sure you want to reject the Following media Agent090526 way Please provide a reason why You must enter a reason why you are rejecting this media file This will help you or other evaluators if they try to select this media file again for evaluation 68 e ASPIRE User Manual Evaluating a Definition In the evaluation grid on the evaluation form you have the list of Attributes and Definitions questions Use of oice Sounds enthusiastic Sounds friendly Yes Sounds confident Speaks clearly Use of language ls polite Uses positive words and phrases Yes Avoids negative words and phrases Uzes clear language A round blue button to the left of the Attribute or Definition signifies an Interpretation Note which gives more information about the attribute or definition gt Interpretation Uses simple language with easy to understand explanations Avoids jargon unless explained Uses short sentences and plain English Click the button to open the interpretation note which is read only The AutoFail icon R will appear next to those Definitions that have been selected in the Standard design by the Administrator to trigger an AutoFail The evaluator will listen to the call and will be looking for evidence that the s
109. unique It is then moved to a central location so that all media files 12 e ASPIRE User Manual are in one place and can be accessed by other users This location is specified by setting the Saved Media Folder This setting will apply to all users of but can be overwritten for each user See the section on users for more information If you are using an integrated recorder a copy of the call is made and saved in this folder Attachments File Locations Evaluation Media Attachments Database Help Targets Dashboard Attachments Attachments Folder This is the location where all attachments are stored Browse C Cache Files Checking the cache files options means the application will store files in a temporary Folder This will increase the speed of retrieval and is common in most applications Local Attachments Folder If cache Files is selected attachments are copied to this folder This setting can be over ridden For individual users m Attachments Media Folder When a file is added to a bookmark as an attachment it will be saved to this folder The folder should be created on a central location so that all attachments are in one place and can be accessed by other users Database Database Connection When the application is installed for the first time you are prompted for the name of the server that runs the database and this should never change The Database can be changed but is only used for tro
110. uring the next period It is good practice for the manager and team leaders to agree each quarter the 2 or 3 improvement goals based on the analysis of each definition It is a good idea to start by focusing on the quick wins i e the easy skills that can be raised to a high level of consistency over a short period of time This will lead to encouragement and a satisfaction that will motivate the team to go forward and work on more complex skills In addressing some of the skills which show being applicable to most employees the need can be met by organizing call centre wide training courses In other cases the best solution is to rely on addressing the needs during coaching sessions By adopting this approach you end up creating a bottom up and top down focus on performance improvement i e team leaders working on a one to one with their advisors and the call centre manager working with their team leaders to improving the overall performance Another way to use the reporting capability is during annual appraisals or quarterly reviews sometime called PDRs A report can be produced analyzing the strengths and weaknesses over the appropriate timeframe and used as part of the appraisal review ASPIRE User Manual e 127 Appendix Soft Skill Behaviors 1 Use of voice 2 Use of language 3 Is Focused 4 Listening 5 Building Rapport 6 Going the extra mile The Excellent Coaching Experience Interpersonal skills 1 Rapport 2 Questioning
111. valuators Yes Yes Yes E Looks at the trend at question skill level at individual call and time periods Yes Yes Yes Yes Yes Yes Tracks any changes to the score of an Yes Yes Evaluation Yes Yes Yes E d Compares the Evaluators evaluation behaviors and identifies deviations at question skill level Yes Yes Yes Yes gt Computes number of evaluations completed by different Evaluators Yes Yes Yes and for individuals teams departments call center etc Yes Yes Computes number of Coaching Sessions completed by Yes Yes Yes o l O 07 E a ASPIRE User Manual e 91 different Managers for teams departments call center etc Coaching Computes number of Objectives Coaching Objectives completed for individuals teams departments call center etc Yes Yes Yes League Tables The League Tables are accessed from the Reports menu in the Explorer Bar on the left hand side of the screen League Tables Report Type Completed Evaluations for all users managed by System Administrator Average scores for every user managed by System Administrator Average scores for every Team managed by System Administrator Standard 1 y gt Behaviours Browse ta Cear Browse 12 From 24 November 2008 v To 24 November 2009 Note The report will only output data from evaluations belonging to users of Teams to whom the currently logged
112. will be included in the report This is optional ASPIRE User Manual e 99 e Select a Contact Type If no contact type is selected from the drop down menu all contact types will be included in the report This is optional e Finally a date and grouping option must be selected e Once a grouping option has been selected the report will display data from the previous 12 weeks months or years up to and including the selected date Select OK to preview the report Evaluations Tracking Analysis Evaluations for Everyone 12 weeks up to 10 November 2005 22 0R2005 2S 08 2005 05 09 2005 12 09 2005 19 09 2005 26 09 2005 to to to to to to Evaluator 26042005 MS 2005 11 09 2005 18 09 2005 25 09 2005 02 10 2005 System Administrator Average Score 17 91 20 40 14 13 25 40 23 07 No of Evaluations Zo 35 ao 10 60 Michael Powers Average Soore 35 16 26 92 20 41 20 70 21 40 No of Evaluations 51 65 64 63 4B Total Average Score 29 80 25 92 22 09 23 87 Total No of Evaluations T4 65 i 58 60 When selecting by Evaluator the average score is the average overall score for each team within each period When selecting by Unit Team the average score is the average of the overall score for evaluations completed by each evaluator within each period Note The report will only output data from evaluations completed by users belonging to Units Teams to whom the currently logged on user manages 100 e ASPIRE User Manual Defi
113. xt Only and Audio When finished press OK and this will close the window and save 74 e ASPIRE User Manual Completing the Evaluation Comments Box The Definition bookmarks are specific whilst the Comments box bottom left are general comments about the evaluation as a whole Max no of characters 1k approx 130 words Comments ts When the evaluation has been completed press the Save and Close button on the menu bar However if one or more Definitions have not been scored you will get the following message Incomplete a This evaluation has not been Fully scored Do vou want to proceed Press No and look for the Definition s which have been left unscored Saving a Non complete Evaluation You have the option of saving an incomplete evaluation If for example you need to move onto another job Press Save and Close You will be prompted to continue as above Press Yes EJ cose ol Open E New SM Delete Show Score H Qualtrak E valuations E CU Test Reference Evaluation Date Standard Ses e ET i al Agent 09 09 5 14 09 2009 Behaviours 3 A TF at EL Agent 09 09 08 09 2009 Behaviours a gt E Agent 09 07 40 2170772009 Test Learriri Se ee eee ee AT Anna ao Tea tl 8 The incomplete evaluation has a symbol with a yellow triangle ASPIRE User Manual e 75 Completed Evaluation Once all the Definitions have been scored and the evaluation saved the yellow triangle disappears EQ close qil Open E
114. y on what is said but HOW it is said i e the behaviours used This is possibly the more difficult aspect of good call handling but when the right behaviours are used at the right time they will make a lasting impression on the customer and lead to a better outcome When deciding on which behaviours to use the team should think about the company s stated Brand Values We are easy to do business with needs to translate into behaviours which support this Value e g using simple and clear language and no jargon To assist your team in selecting the right behaviours we have included what QUALTRAK have identified as the core behaviors for call handling excellence Feel free to use these if you find them helpful Soft Skill Behaviours From the brainstormed list place the statements into family groups remove any duplication and convert the final core into measurable statements definitions Each statement should be based on a single measurable factor i e avoid multiple factor statements because this will make evaluation difficult For example Is polite and uses clear language during a call an agent can score positively for polite but negatively for using clear language Now place the statements definitions into the two groups Process and Behaviors impression Ask the team to decide which is more important What you say process or how you Say it impression Ask them to divide 200 points between the two In most ca
115. you can then assign them to Teams make them managers of different units within your organization or add them to User Groups to control what they have permission to do within ASPIRE Once users have been assigned to teams or made Manager of a team three additional tabs will appear on their user profile 1 User Groups 2 Assignment 3 Manager of User Groups tab The User Groups tab show which User Groups the selected user belongs to A User will automatically be made member of the Agents User Group when they are assigned to a Team A user will automatically be made a member of the Manger User Group when they are added to a team as a Manager see Assign User to Team amp Add Manager to Team 24 o ASPIRE User Manual New user One Recorder Photo Personal Details Employment Details User Groups Assignment Manager OF Media This user is a member of the following groups and inherits the permissions associated with thoses groups 2 Agents Managers User Groups define what permission the user has within each part of the application The permissions are defined at Read Edit Create and Delete levels For more information see User Groups Assignment tab The assignment tab show which Teams the selected user is assigned to ASPIRE User Manual e 25 Mike Agent Recorder Photo Personal Details Employment Details User Groups Assignment Manager OF Media This user is assigned to

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