NPS, MEDALLIA TOOL AND NEW CSAT FOR SMART (2).pptx

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NPS, MEDALLIA TOOL AND
NEW CSAT FOR SMART
HOTLINE | SOCMED
©2022 ▪ SMART COMMUNICATIONS, INC.
OUTLINE
*  INTRODUCTION TO NPS
*  WHAT IS NPS?
*  HOW DO YOU COMPUTE FOR NPS?
*  WHAT IS A GOOD NPS SCORE?
*  MEDALLIA TOOL
*  WHAT IS MEDALLIA
*  CLOSED LOOP FEEDBACK OVERVIEW
*  MEDALLIA TOOL NAVIGATIONMEDALLIA TOOL HANDS-ON 
*  CSAT MEDALLIA ADVISORY
*  CHECK FOR UNDERSTANDING
*  
©2022 ▪ SMART COMMUNICATIONS, INC.
INTRODUCTION TO NPS
©2022 ▪ SMART COMMUNICATIONS, INC.
WHAT IS NPS?
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
What is NPS?
*  Net Promoter Score
©2022 ▪ SMART COMMUNICATIONS, INC.
What is our NPS question?
*  Based on your experience, how likely would you recommend PLDT- SMART to your friends or family?
Based on your recent experience, mairerekomenda mo ba ang PLDT-SMART sa iyong mga kaibigan at pamilya?
©2022 ▪ SMART COMMUNICATIONS, INC.
How is NPS rated?
*  Based on your experience, how likely would you recommend PLDT- SMART to your friends or family?
UNLIKELY
MOST LIKELY
©2022 ▪ SMART COMMUNICATIONS, INC.
What is NPS?
Passives
Promoters
*  Detractors
©2022 ▪ SMART COMMUNICATIONS, INC.
What is NPS?
©2022 ▪ SMART COMMUNICATIONS, INC.
How do you compute for NPS?
©2022 ▪ SMART COMMUNICATIONS, INC.
How is NPS computed?
*  NPS  =
% PROMOTERS
-
% DETRACTORS
X 100 
(
)
©2022 ▪ SMART COMMUNICATIONS, INC.
How is NPS computed?
*  NPS  = (% PROMOTERS - % DETRACTORS) x 100
20
70
10
©2022 ▪ SMART COMMUNICATIONS, INC.
How is NPS computed?
*  NPS  = (% PROMOTERS - % DETRACTORS) x 100
20
70
NPS  = 70% - 20%
NPS = 50
10
NPS  = 50% x 100
NPS  = (70/100) – (20/100)
=  100
©2022 ▪ SMART COMMUNICATIONS, INC.
What is a good NPS score?
©2022 ▪ SMART COMMUNICATIONS, INC.
What is the NPS goal?
*  NPS goal = TBD
©2022 ▪ SMART COMMUNICATIONS, INC.
MEDALLIA TOOL
WHAT IS MEDALLIA?
©2022 ▪ SMART COMMUNICATIONS, INC.
WHAT IS MEDALLIA?
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
Contact Centers Seeking To...
1. Create service consistency & Quickly identify & address performance gaps 
2. Identify and fix issues causing calls into the contact center
3. Minimize acquisition costs
4. Reduce onboarding and training costs
5. Identify cross sell/upsell opportunities
The Benefits Gained...
1. Improve training, coaching and agent performance
2. 
3. Reduce costs to serve
4. 
5. Reduce customer churn
6. 
7. Improve employee retention
8. 
9. Increase revenues 
In a contact center environment, you really want to differentiate yourself by focusing on your customer experience program
©2022 ▪ SMART COMMUNICATIONS, INC.
Medallia for SMART Contact Center
 Goal is to achieve low operating costs with great customer experience
Agents manage their performance through real-time VOC
Support Self-Coaching
Engage with Customers
Fix Systematic Issues
Accelerate Innovation
Leaders coach and train individuals and teams effectively
Teams close the loop with customers consistently 
Upstream issues are identified, quantified and resolved

Opportunities are prioritized and impacts are assessed

©2022 ▪ SMART COMMUNICATIONS, INC.
Empowerment through role-based reporting
Support Self-Coaching
Build High-Performing Teams
Fix Systematic Issues
Engage with Customers
Accelerate Innovation
Alan, AGENT
Wayne, MANAGER
John, INSIGHTS
Sarah, EXECUTIVE
How can I coach my team effectively and quickly put out customer fires?
How can I unlock valuable insights that can improve processes?
How can I reduce costs to serve while delivering consistent CX?
How can I continuously improve my skills and how do I compare to my peers?
Customer follow-up and real-time team scorecards for training & coaching
Prioritized innovations on technology, products & processes
Real-time feedback combined with operational data to fix issues systematically 
Real-time feedback and benchmarks to manage performance
OUTCOMES:
©2022 ▪ SMART COMMUNICATIONS, INC.
Vendor Management

“I want to know how the vendors are doing across brands and touchpoints to identify key areas to focus efforts to improve overall customer experience and satisfaction”
©2022 ▪ SMART COMMUNICATIONS, INC.
Medallia features under VM role:
©2022 ▪ SMART COMMUNICATIONS, INC.
Operations Management (Support Team)

“I want to know how the agents in my team are doing across brands and touchpoints to identify customer pain-points in moments that matter and focus efforts to improve overall customer experience and satisfaction”
©2022 ▪ SMART COMMUNICATIONS, INC.
Medallia features under OM role:
©2022 ▪ SMART COMMUNICATIONS, INC.
MEDALLIA TOOL
CLOSED LOOP FEEDBACK (CLF)
OVERVIEW
©2022 ▪ SMART COMMUNICATIONS, INC.
CLOSED LOOP FEEDBACK (CLF) OVERVIEW
©2022 ▪ SMART COMMUNICATIONS, INC.
What is Closed Loop Alert?

Close Loop Alert is one of the features of Medallia which sends a notification to the Team Leader/Manager/Support Team of an agent via email and Medallia dashboard.

The alert is triggered by negative customer feedback brought by a service failure. These alerts are expected to be reviewed, acted upon, and closed/resolved by the Team Leader/Manager/Support Team in Medallia within 24-48 hours.

The priority matrix will be used as a guide for the Team Leader/Manager/Support Team on what alert to prioritize for recovery.
©2022 ▪ SMART COMMUNICATIONS, INC.
Best Practice B2C for the inner loop process
24 HOURS
48 HOURS
72 HOURS
Assign the alert
and investigate the issue 
*  Assign new alert in the platform within 24 hours
*  Read and understand each customer response – both score and verbatim
*  Identify key issues or triggers based on the feedback
*  Highlight areas requiring further discussion as part of the follow up call
*  Gather any additional available data (via CRM) and compare recent comments to prepare for the call
Make first contact
with the customer
*  Attempt to contact the customer within 48 hours
*  Identify root cause of customer issue and document in Case Management form in Medallia 
*  Agree on the customer contact plan - when the customer will be contacted with updates and when
*  Ensure the customer remains engaged during the resolution process
*  Close off case where possible
Close the individual case
with the customer
*  Determine the action needed to correct the problem 
*  Implement any quick wins to resolve the customer issue
*  Respond to the customer with the resolution outcomes/updates
*  Close Case Management form in Medallia
Currently, alert assignment and first contact is conducted within 24hrs. 
©2022 ▪ SMART COMMUNICATIONS, INC.
These two are the main drivers of alerting: 
©2022 ▪ SMART COMMUNICATIONS, INC.
Alert Status & Notifications
Note: We will have a more improved detractor design once Text Analytics is confirmed.
©2022 ▪ SMART COMMUNICATIONS, INC.
Example of an Alert
©2022 ▪ SMART COMMUNICATIONS, INC.
MEDALLIA TOOL
NAVIGATION
©2022 ▪ SMART COMMUNICATIONS, INC.
MEDALLIA TOOL NAVIGATION
©2022 ▪ SMART COMMUNICATIONS, INC.
Notification Center
Export
Bookmark
Settings
©2022 ▪ SMART COMMUNICATIONS, INC.
Overview > My Team
©2022 ▪ SMART COMMUNICATIONS, INC.
Overview > My Team
©2022 ▪ SMART COMMUNICATIONS, INC.
Feedback > List
©2022 ▪ SMART COMMUNICATIONS, INC.
Feedback > List
©2022 ▪ SMART COMMUNICATIONS, INC.
Feedback > List
©2022 ▪ SMART COMMUNICATIONS, INC.
Feedback > Detail
©2022 ▪ SMART COMMUNICATIONS, INC.
Feedback > Detail
©2022 ▪ SMART COMMUNICATIONS, INC.
Data Analytics > Scores
©2022 ▪ SMART COMMUNICATIONS, INC.
Data Analytics > Action Planner
©2022 ▪ SMART COMMUNICATIONS, INC.
Data Analytics > Action Planner
©2022 ▪ SMART COMMUNICATIONS, INC.
Data Analytics > Ranker
©2022 ▪ SMART COMMUNICATIONS, INC.
Resolve > Tracking
©2022 ▪ SMART COMMUNICATIONS, INC.
Resolve > Learning
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Discovery
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Discovery
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Topic Deep Dives
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Topic Comparison
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Theme Explorer
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Theme Deep Dive
©2022 ▪ SMART COMMUNICATIONS, INC.
Text Analytics > Theme Deep Dive
©2022 ▪ SMART COMMUNICATIONS, INC.
MEDALLIA TOOL
HANDS ON
©2022 ▪ SMART COMMUNICATIONS, INC.
MEDALLIA TOOL HANDS-ON
©2022 ▪ SMART COMMUNICATIONS, INC.
*  http://pldt.medallia.com/pldt/
*  Username: cc_demo
*  Password: Test@1357!
*  
*  
LET’S TRY IT!
©2022 ▪ SMART COMMUNICATIONS, INC.
Be sure to type the Username and Password correctly
©2022 ▪ SMART COMMUNICATIONS, INC.
After log-in, answer the questions that follow on the next slides while doing the live navigation
©2022 ▪ SMART COMMUNICATIONS, INC.
1. There are 5 questions to be asked which will cover different dashboard features that we’ve discussed. 
2. Log-in to the Medallia link provided earlier. You can select VM/OM Role.
3. Type in your responses via MSTeams chat box. 
MEDALLIA TOOL GUIDE QUESTIONS
©2022 ▪ SMART COMMUNICATIONS, INC.
Q1: Under Overview > My Team, which among the key below is a strength for the Contact Center on the overall? Choose the top driver. 	
©2022 ▪ SMART COMMUNICATIONS, INC.
Q2: Under Feedback > List, what is the only Neutral keyword being used under Word Usage? 	
©2022 ▪ SMART COMMUNICATIONS, INC.
Q3: Under Data Analytics > Scores, How many surveys did we release on the month of December?
©2022 ▪ SMART COMMUNICATIONS, INC.
Q4: Under Feedback > List, for customer with survey ID 90784, what was the NPS score, which Brand, what Channel and what Vendor?
©2022 ▪ SMART COMMUNICATIONS, INC.
Q5: Under Resolve > Tracking, how much was the total escalated Closed Loop Feedback Vendor alerts were raised for Infocom and TP?
©2022 ▪ SMART COMMUNICATIONS, INC.
Q6: Under Data Analytics > Ranker, for both Infocom and TP vendors, which area scored the lowest that require immediate  intervention?
©2022 ▪ SMART COMMUNICATIONS, INC.
Q7: Under Data Analytics > Action Planner, what is considered the most Important Strength?
©2022 ▪ SMART COMMUNICATIONS, INC.
CSAT MEDALLIA ADVISORY 
©2022 ▪ SMART COMMUNICATIONS, INC.
https://pldt365.sharepoint.com/sites/LIT365/Advisories/Pages/OPS_SMART_INBOUND_OUTBOUND_AND_SOCIAL_MEDIA_CSAT_SURVEY.aspx
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
©2022 ▪ SMART COMMUNICATIONS, INC.
CHECK FOR UNDERSTANDING
©2022 ▪ SMART COMMUNICATIONS, INC.
*  NPS AND MEDALLIA TOOL FOR SMART QUIZ LINK:
*  https://forms.office.com/Pages/ResponsePage.aspx?id=UzSk3GO58U-fTXXA3_2oOS_ps5Vd4pdKk1oTDiS_iSVUMVFFSzlXUUw1MzRUTFE2TVhWREpCTEk1WC4u
*  
CHECK FOR UNDERSTANDING
©2022 ▪ SMART COMMUNICATIONS, INC.
QUESTIONS?
CLARIFICATIONS?
©2022 ▪ SMART COMMUNICATIONS, INC.
THANK YOU!
©2022 ▪ SMART COMMUNICATIONS, INC.

NPS, MEDALLIA TOOL AND NEW CSAT FOR SMART (2).pptx

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