3. The Largest Full-Service Provider of
Electronic Security
Over 70 branch locations across the US; 5 Call Center Operations
Homes Commercial &
Integrated Systems
National Accounts
8. It Starts From The Beginning
• Arrival of your interview
experience
• Training experience designed
for perspective
– Welcome Committee
– High level overview
– Branch insight
– Individual impact
• Who & how you recruit can
make a difference
10. “They just care about the stats…”
Employee survey revealed employee disconnect between their metrics
and the customer experience
11. Be Clear And Measure What Matters
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
“HOW DO YOU
KNOW?”
“DID YOU HAVE A
GOOD DAY?”
12. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Explain how center works
• Get to the heart of the issue
• Create culture for employee
engagement & peer
accountability
13. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Helps keep you “on track”
• It’s an average
• Tenured and new reps can
consistently meet goal
14. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Tied individual encounter to
customer loyalty
• Develop QA process that
focuses on “Experience”
• Align scoring with P1 culture
15. There is a Connection Between Metrics &
Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• It’s a choice
• It does matters