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Growing Business Leveraging your capabilities to increase your business • Session Overview • Digital Document Services • Contact Center Services • Q & A Session Objectives • See examples of lines of business that have a relatively low cost of entry but can offer great growth potential both commercially and Federally • Interface with industry professionals who are your resource for support in growing your business
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Growing Business
Leveraging your capabilities to increase your business
Agenda
• Session Overview
• Digital Document Services
• Contact Center Services
• Fleet Management
• Q & A
Session Objectives
• Learn strategies on how you can grow into a new line of business
• See examples of lines of business that have a relatively low cost of entry but can offer great growth potential both commercially and Federally
• Interface with industry professionals who are your resource for support in growing your business
Digital Document Services
Information Management Solutions
Paul KoepfingerSenior Program Manager
What is SM/DDS
• Secure Mail Services– Receipt of Incoming Physical Mail– Screening for potential hazards– Sorting/Delivery– Tracking (automated., barcode, web-based)– Outbound Metering– Print Mail Services
• Bulk mail processing• Fulfillment
Mail Operations
What is SM/DDS
• Digital Document Services– Document prep– Document Imaging – Document Conversion– Digital Access and Management – Data Entry/Indexing/Classification– Document Retention and Disposition– Compliance NARA and DoD standards
Digital Document Services
Digital Document Services
• Focus on capability, rather than a specific tool or process, – I.e. are you in the telephone business, or
communications business? • Do what you do best; let your partners do the rest
– The expertise and skill of document conversion– Technical solution(s)
• Start simple, with emphasis on evolvable– as resources permit, keep adding, evolving, continuously
expanding
Digital Document Services
• As resources permit, be your own most demanding customer, your most advanced pilot experiment, be the stress test, be model practitioners
• Integration of Automation – the balance between man and machine
• 2D Bar-coding – What is that strange looking blob of dots?
• Strategic partnership can be a fast track, but do you want to put your eggs in the same basket?
Overview of Contact Center Services
What is a contact center?
How many agents before it is a contact center?
• dedicated to assisting customers
• need for automated call distribution among group
• identify next available agent
When do you move from receptionist to call center?
Who are your potential customers?
Who deploys call centers?
• retail• financial services• travel• government• telecom• healthcare• automotive• survey
Any organization that has a large customer base
Why do they outsource their contacts?
• The most common types of customer contacts outsourced by respondents include: – Basic request contacts (30.2%)– Overflow contacts (25.4%)– After-hours/weekend contacts (25.4%)– Foreign language contacts (14.3%)– Contacts resulting from special promotions (12.7%)
According to ICMI, 2009
What types of contact centers are there?
• Political Surveys• Customer promo• Customer follow-
up/satisfaction
• Benefits enrollment• Claims Filing and
status• Application
processing and verification
• Registrations
• Company info line• Order status• Basic product help• Package tracking•Address Change •Account Balances
•
•Catalog orders• Customer Promotions• Reservations• Add-on services
Outbound
Process-OrientedCustomer Service
Order-Entry Fulfillment
Contact Centers
Planning Tip: Determine a direction that best fits your business plan
Skills required by contact center agents
• Active Listening• Reading Comprehension• Speaking• Time Management• Service Orientation• Active Learning• Learning Strategies• Writing• Critical Thinking
Contact Center Services – NISH Program
Benchmarked Performance
Quality Practice Management Model
State of the Art Hosted Technology
Contact CenterHelp DesksSwitchboardsAnswering ServicesAppointment SettingTech SupportOrder Entry/Fulfillment
What do you want to offer?
• Turnkey services • On-site services• At-home services• Assessments of agents and staffing• Training services
Phased ImplementationApproaches
•Pilot programs•Grow into account•Cross-selling
Be easy to buy!
The most successful startups start with pilots
How to find pilot customers?…ask for tours!!
Nearly all businesses have… • 1-800 number for inside sales• 1-800 number for customer service• Receptionist or switchboard• Human Resources• Marketing and Promotions• IT Help Desk
When I get there…what do I say?
TIP: ASK QUESTIONS and LISTEN!!!
What is your biggest staffing challenge?
What is the biggest issue for your customer service?
Do you have any technology frustrations?
It is amazing what you will learn and how YOU might be able to help them!
NOTHING!!
How to gain experience with pilots…
• Finding Pilots…do you have existing customers in these industries?
The following is from the Baird report:U.S. Customer Interaction Revenue in MillionsFinancial Services $5,273Healthcare $1,001Utilities $1,577Government $1,260Professional Services $1,525Other - $2,848Communications/Media - $7,327Manufacturing $3,290Retail and Consumer Services $2,237
Planning Tip: Also look in your area for “Fastest Growing Companies”
Leverage the value of your organization!
• Previous successes in other lines of business and customer references
• Combine services where you have experience such as document management with contact center work
• ISO certifications for entire organization
Get Educated…
• Join local chapters– Help Desk Institute– Contact Center Networking Group– Society of Consumer Affairs Professionals
(SOCAP)– CRM Association
• Attend NISH Training
Leverage NISH Resources…Benchmark Study
KPI NISH Commercial
Average Speed of Answer 12.1 Sec. 29 Seconds
Abandon Rate Less than 2% 4%
Service Level 80% answered in 20 Seconds or Less
80% answered in 30 seconds or less
Utilization 82% 51%
First Call Resolution 90.1% 81%
Cost Per Call $2.67 $3.15
Service Quality Score 95.3% 91%
Customer Satisfaction Score 96.3% 89%
Learning Curve Ramp-Up 2.5 months 3 months
Turnover Rate 10% 31%
ServiceLevel
Results
Costs&
Quality
AgentsResults
Higher Performance
Better Quality
Lower Costs
What are the costs?
• Two ways of looking at costs…it’s expensive… or it isn’t much at all!!!
• PCs• Local Area Network• Phone capabilities - ACD• Facility• Cubicles, desks, chairs• Personnel with expertise
What are Federal customers looking for?
• Past Performance• Cost Savings• Better customer service• Experienced Personnel• Smooth Transition• Documented Plans
Hilary Clinton, Secretary of State, says, “you have an extraordinarily talented team who provide the best possible customer experience to U.S. citizens.”
6 Steps to Get Started
1. Market study – do you have potential customers in mind?
2. Business Plan – has your board approved that you do a formal business plan to get started
3. Start-up Management Resources - experienced resource – in-house or consultant or both
4. Find Potential Pilots5. Attend NISH Training – Business Planning,
Business Development, Best Practices6. Apply for a NISH Grant!!!
Or you could always e-mail Peggy Gritt at [email protected]
Overview of Fleet LOB
Vehicle Maintenance Marine Maintenance
Other Equipment Maintenance
Parts Management
Motor Pool / Shuttle Services
COPARS
Vehicle Marshalling Transient Alert Services
POV Storage Vehicle Upfitting
Vehicle Washing Clean by Steam
Aircraft Washing
Washing / Sanitation Vehicle Detailing
Janitorial / Tile Solar Panel Cleaning
Grocery Cart/Totes Cleaning/Sanitation
Cemetery Headstone / Statue and Other Stone
Surfaces Cleaning
Graffiti Removal Aircraft Cleaning
Weed Control Boat Cleaning
Food and Beverage Equipment
Park and Recreational Equipment
CLEAN BY STEAMTYPE OF WORK
Tips on Getting Started in Fleet
• Start with small projects
• State, local and commercial Fleet opportunities may be
exponentially larger than Federal opportunities
• Potential for future competitive employment opportunities
• Does your agency operate a fleet? Service your own fleet if not already doing so
• Look for a CRP now doing work for a partnership or mentoring
• Contact your current customer
• If entering a new program come in with ideas to reduce costs
Checklist for Provision of Fleet Services
IMPORTANT PROGRAM ELEMENTS
• “Best Practices Manual” Principal and Concepts
• Electronic Finance and Accounting System
• Human Resources Management Program
• Fleet Management Information System
• Substantial Labor Pool
• Procurement and Acquisition Management Program
• Contract Management Expertise
• Quality Assurance Program
PROGRAM ELEMENTS - Continued
• Property/Facilities Management Program
• Customer Relations Program
• Information Technology Program
• Access to Support Staff
• Legal Staff
• Risk Management Program
• Business Continuity Program
Checklist for Provision of Fleet Services
What are the Cost Involved with Fleet Projects?
• Vehicle washing - $10,000 to $20,000 +/-• Vehicle maintenance - $250,000 to $500,000 +/-
– Management Information Software costs ($2500 to $500k)
Considerations• Are there any inventory costs?• Will a shop facility be provided?• Will there be any outlay for shop equipment?
- i.e. vehicle lifts• Are there vehicle requirements? • Entry & ongoing training costs
How Do I Leverage Commercial Experience to Grow in Fleet?
1. Experience
2. Reputation
3. Cross-utilization of staff
4. Contacts in industry
What Do Government Customers Look for in Fleet Contractors?
• Experience• References from current contracting officers• Does the CRP have a continual improvement program• Is the staff (manager/technicians) certified• How can you reduce my current costs• Suggest new ideas for change, the old way is not the future• Strong quality/safety focus• Know the customer’s needs• Talk their language
Wrap Up
Things To Remember To Grow
• Market research
• Know your customer
• Have a business plan
• Utilize NISH training
Things To Remember To Grow
• Identify initial pilot projects
• Get buy-in from Management and your Board
• Leverage your established skill sets to guide you in new development opportunities
• Utilize NISH in-house expertise in business line development
Questions??? Comments??
Thank You!!!
Session Evaluation Information
SESSION TITLE: Leveraging
SESSION CODE: CRP-T900
