98234892 Call Center Operations Improvement Business Case Sample Presentation

8/18/2019 98234892 Call Center Operations Improvement Business Case Sample Presentation

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Important DisclosureIm

portant Disclosure

This presentation has been modified to contain a portion of the slides from its original version. This presentationThis presentation has been modified to contain a portion of the slides from its original version. This presentation

shall not, in any manner whatsoever, be copied, distributed, or printed. It shall be used only for its intendedshall not, in any manner whatsoever, be copied, distributed, or printed. It shall be used only for its intended

purpose of demonstrating the skills of the author for a potential consultation opportunity.purpose of demonstrating the skills of the author for a potential consultation opportunity.

Call Center Operations:Call Center Operations:

Performance ImprovementPerformance ImprovementBusiness CaseBusiness Case

Presentation SamplePresentation Sample

Author: Chamil HettiarachchiAuthor: Chamil Hettiarachchi


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Servicing Phone Calls

. !here we are today

". !here we need to be

#. $ow we will get there


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4/16

Long wait timesLong wait times

Calls abandonedCalls abandoned

ultiple entr! pointsultiple entr! points

Inconsistent responsesInconsistent responses

"ot getting to right person"ot getting to right person

Service for #ield and embersService for #ield and embers

$mpowerment % accountabilit!$mpowerment % accountabilit!

Incentive alignmentIncentive alignment

&nderstaffed&nderstaffed

Inade'uate trainingInade'uate training

&nderutili(ed technolog!&nderutili(ed technolog!

Support for Home OfficeSupport for Home Office

Current Situation

$ow we will get there !here we need to be)here we are toda!)here we are toda!

Lac* of alignment between goals and )O)+s desired strategicLac* of alignment between goals and )O)+s desired strategic

advantage of providing e,ceptional customer serviceadvantage of providing e,ceptional customer service


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Scorecard %etric

ServiceService

SatisfactionSatisfaction

ScoresScores

&ase of contact&ase of contact

'ssociate knowledge 'ssociate knowledge

'ssociate courtesy 'ssociate courtesy

Providing sufficient informationProviding sufficient information

Promptness in responding to re(uestsPromptness in responding to re(uests

)eeping the *ield+%ember informed)eeping the *ield+%ember informed

ember Perspectiveember Perspective #ield Perspective#ield Perspective

&ase of Service

$ow we will get there )here we need to be)here we need to be!here we are today

Score

% &ase of contact -./

%" 'ssociate knowledge 0.1

%# 'ssociate courtesy 0./

% Providing sufficient information 0.1

%- Promptness in responding to re(uests -.2

% )eeping the members informed 1./

T/T'0 -.34

Satisfaction etrics

567Service Satisfaction Score

Score

* &ase of contact 0./

*" 'ssociate knowledge -.1

*# 'ssociate courtesy 0./

* Providing sufficient information 0.1

*- Promptness in responding to re(uests -.2

* )eeping the field reps informed -.2

T/T'0 0.4-

Service Satisfaction Score 387

Satisfaction etrics

#ield Perspective#ield Perspectiveember Perspectiveember Perspective


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ServiceService

&1cellence&1cellence

ScoreScore

Service 0evelService 0evel

*irst Call 2esolution 2ate*irst Call 2esolution 2ate

Call 'bandon 2ateCall 'bandon 2ate

InternalInternal

&fficiency&fficiency

ScoreScore

'verage $andling Time 'verage $andling Time

*orecasting &fficiency*orecasting &fficiency

Schedule 'dherenceSchedule 'dherence


Scorecard %etric&1cel at Service Processes


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Identify Strategic 'dvantage

ServiceService

&1cellence&1cellence

ScoreScore

Service 0evelService 0evel

*irst Call 2esolution 2ate*irst Call 2esolution 2ate

Call 'bandon 2ateCall 'bandon 2ate

InternalInternal

&fficiency&fficiency

ScoreScore

'verage $andling Time 'verage $andling Time

*orecasting &fficiency*orecasting &fficiency

Schedule 'dherenceSchedule 'dherence

Industry 'verage StrategicStrategicAdvantageAdvantagePoor

3+"3 3+"3 43+"3 53+"3 24%8424%84

easureeasure

PerformancePerformance

LevelsLevels

9rive owards9rive owards

StrategicStrategicAdvantageAdvantage


057057 of the embers andof the embers and

6-76-7 of the #ield ;epsof the #ield ;epse,pect higher levels ofe,pect higher levels of

Customer Service fromCustomer Service from


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Daily Weekly Monthly YearlyWTD MTD YTDChange ViewAlertsMessagesBy Department By Level

View Correlations

Score DoD

&ase of contact 547 /7

'ssociate knowledge 647 847

'ssociate courteousness 567 /7

Providing sufficient information 547 847

Promptness in responding to re(uests 647 =847

)eeping the members informed 547 =847

Service Satisfaction Drivers 6$ome /f fice7ServiceExcellence

InternalEfciency

Score DoD

'verage $andle Time 347 847

*orecasting &fficiency 247 147 'verage /ccupancy 2ate 647 =847

Internal &fficiency Drivers

Score %o%

Information 'ccess 547 =/7

0evel of Technical Support 647 =847

0evel of Training Provided 647 /7

0evel of Stress 347 847

'ssociate Satisfaction

Call Center Dashboard Software%onitor Performance Daily

Schedule 'dherence

Score DoD

Service 0evel 547 =/7

*irst Call 2esolution 2ate -47 =847

'bandon 2ate 647 /7

Service &1cellence Drivers


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CustomerCustomer

ServiceService

as Strategicas Strategic

AdvantageAdvantage

/ur 2ecommendations

9river 9river


ProcessImprovements

Support ServicesSupport Services

Support SystemsSupport SystemsPhone echnolog!Phone echnolog!

&se of Portal&se of Portal

9es*top Hardware9es*top Hardware

StaffingStaffing

>ob 9esign>ob 9esign

rainingraining


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Available CapacityAvailable Capacity

Customer Contact Center

8nderwriting Service Center

$elp Desk

Cabinet Concierge

Capacity FullCapacity Full

IncomingIncoming

CallsCalls

Call

Call

Call

0oad 9alancing : Current State

Call



Available CapacityAvailable Capacity

CallCall

Call

On Hold

AbandonedAbandonedCallsCalls

Call

Call

Call

Call

Call Call

Call

CallCall

CallCall

8SC calls8SC callsrouted to CCCrouted to CCC

Calls

?ueued

AVAA!erver

$elp Desk Call$elp Desk Call

'bandoned 'bandoned


$ven with$ven with

available capacit!@available capacit!@

calls abandonedcalls abandoned


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;eserve CS;s

Or ;overs

SecureSecure

ConnectionConnection

)AHA Pilot

ProectCustomer Contact Center

8nderwriting Service Center

$elp Desk

Cabinet Concierge


0oad 9alancing ; *uture State



"#cess Capacity"#cess Capacity

CallCall

Call

On Hold

'bandoned 'bandonedCallsCalls

Call Call

Call

CallCall

CallCall

?ueued

Calls

Call

Call Call

'utomatically routed 'utomatically routed

based on skills and timebased on skills and time

D2A E 1PFD2A E 1PF

2outed to maintain2outed to maintainservice levelsservice levels

Dwithin 64 secsFDwithin 64 secsF


Call

AVAA!erver


2outed within ave.2outed within ave.

abandon timeabandon time

Dwithin 814 secsFDwithin 814 secsF


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Phase 8Phase 8

#orm eam#orm eam

Learn Content anagement S!stem DCSFLearn Content anagement S!stem DCSF$dit@ Consolidate@ Standardi(e 9ata$dit@ Consolidate@ Standardi(e 9ata

Set up Governance StructureSet up Governance Structure

/nline )nowledge 9ase 6/)97

InsertInsert

&dited&ditedContentContent

'ccess /)9via Portal

'ssociates

*ield 2eps

%embers

'ssociates

*ield 2eps

%embers

Onlinenowledge

Base


raining@ reference@

policies@ procedures@

who does what

)ho 9oes )hat)ho 9oes )hat

#A?s#A?s

Cheat Sheets+Cheat Sheets+

&ser anuals&ser anuals

raining aterialraining aterial

Product InformationProduct Information

Search #unctionalit!Search #unctionalit!

#ield Contact Info#ield Contact Info

Phase 1Phase 1

/riginal2&%/


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Proposed Initiatives Group 8 Group 1 Group -

"335="335="33>"33> "334"334


Phased 2ollout


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2emaining Section Deleted

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98234892 Call Center Operations Improvement Business Case Sample Presentation