Call Center Operations Improvement Business Case - Sample Presentation

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Call Center Operations: Call Center Operations: Performance Improvement Performance Improvement

Business Case Business Case

Presentation SamplePresentation SampleAuthor: Chamil HettiarachchiAuthor: Chamil Hettiarachchi

Servicing Phone Calls

1. Where we are today

2. Where we need to be

3. How we will get there

Servicing Phone Calls

1. Where we are today

2. Where we need to be

3. How we will get there

Long wait timesLong wait times

Calls abandonedCalls abandoned

Multiple entry pointsMultiple entry points

Inconsistent responses Inconsistent responses

Not getting to right person Not getting to right person

Service for Field and MembersService for Field and Members

Empowerment / accountabilityEmpowerment / accountability

Incentive alignmentIncentive alignment

UnderstaffedUnderstaffed

Inadequate trainingInadequate training

Underutilized technologyUnderutilized technology

Support for Home Office Support for Home Office

Current Situation

How we will get there Where we need to beWhere we are todayWhere we are today

Lack of alignment between goals and WOW’s desired strategic Lack of alignment between goals and WOW’s desired strategic

advantage of providing exceptional customer serviceadvantage of providing exceptional customer service

Servicing Phone Calls

1. Where we are today

2. Where we need to be

3. How we will get there

Scorecard Metric

ServiceService

SatisfactionSatisfaction

ScoresScores

Ease of contactEase of contact

Associate knowledgeAssociate knowledge

Associate courtesyAssociate courtesy

Providing sufficient informationProviding sufficient information

Promptness in responding to requestsPromptness in responding to requests

Keeping the Field/Member informedKeeping the Field/Member informed

Member PerspectiveMember Perspective Field PerspectiveField Perspective

Ease of Service

How we will get there Where we need to beWhere we need to beWhere we are today

Score

M1 Ease of contact 3.5

M2 Associate knowledge 4.2

M3 Associate courtesy 4.5

M4 Providing sufficient information 4.2

M5 Promptness in responding to requests 3.9

M6 Keeping the members informed 2.5

TOTAL 3.80

Satisfaction Metrics

76%Service Satisfaction Score

Score

F1 Ease of contact 4.5

F2 Associate knowledge 3.2

F3 Associate courtesy 4.5

F4 Providing sufficient information 4.2

F5 Promptness in responding to requests 3.9

F6 Keeping the field reps informed 3.9

TOTAL 4.03

Service Satisfaction Score 81%

Satisfaction Metrics

Field PerspectiveField PerspectiveMember PerspectiveMember Perspective

ServiceService

ExcellenceExcellence

ScoreScore

Service LevelService Level

First Call Resolution RateFirst Call Resolution Rate

Call Abandon RateCall Abandon Rate

InternalInternal

EfficiencyEfficiency

ScoreScore

Average Handling TimeAverage Handling Time

Forecasting EfficiencyForecasting Efficiency

Schedule AdherenceSchedule Adherence

How we will get there Where we need to beWhere we need to beWhere we are today

Scorecard MetricExcel at Service Processes

Identify Strategic Advantage

ServiceService

ExcellenceExcellence

ScoreScore

Service LevelService Level

First Call Resolution RateFirst Call Resolution Rate

Call Abandon RateCall Abandon Rate

InternalInternal

EfficiencyEfficiency

ScoreScore

Average Handling TimeAverage Handling Time

Forecasting EfficiencyForecasting Efficiency

Schedule AdherenceSchedule Adherence

Industry Average

Strategic Strategic AdvantageAdvantagePoor

40/20 60/20 80/20 90/20 90/1090/10

Measure Measure Performance Performance

LevelsLevelsDrive Towards Drive Towards

Strategic Strategic AdvantageAdvantage

How we will get there Where we need to beWhere we need to beWhere we are today

47%47% of the Members and of the Members and

63%63% of the Field Reps of the Field Reps

expect higher levels of expect higher levels of

Customer Service from Customer Service from

XXXXXX than from other XXXXXX than from other

companies in the industrycompanies in the industry

- Wiese Research -- Wiese Research -

Daily Weekly Monthly Yearly WTD MTD YTD Change ViewAlertsMessagesBy Department By Level

View Correlations

Score DoD

Ease of contact 70% 5%

Associate knowledge 60% 10%

Associate courteousness 76% 5%

Providing sufficient information 70% 10%

Promptness in responding to requests 60% -10%

Keeping the members informed 70% -10%

Service Satisfaction Drivers (Home Office)

Service Excellence Vs. Internal Efficiency

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

Date

Sco

re

Internal ExternalService

ExcellenceInternal

Efficiency

Score DoD

Average Handle Time 80% 10%

Forecasting Efficiency 90% 20%

Average Occupancy Rate 60% -10%

Internal Efficiency Drivers

Score MoM

Information Access 70% -5%

Level of Technical Support 60% -10%

Level of Training Provided 60% 5%

Level of Stress 80% 10%

Associate Satisfaction

Call Center Dashboard SoftwareMonitor Performance Daily

Schedule Adherence

Score DoD

Service Level 70% -5%

First Call Resolution Rate 30% -10%

Abandon Rate 60% 5%

Service Excellence Drivers

Customer Satisfaction Vs. Associate Satisfaction

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

Date

Sco

re

Customer Associate

Customer Customer

Service Service

as Strategic as Strategic

AdvantageAdvantage

Our Recommendations

DriverDriver

How we will get there Where we need to beWhere we need to beWhere we are today

ProcessImprovements

Support ServicesSupport Services

Support SystemsSupport SystemsPhone Technology Phone Technology

Use of PortalUse of Portal

Desktop HardwareDesktop Hardware

StaffingStaffing

Job DesignJob Design

TrainingTraining

Available CapacityAvailable Capacity

Customer Contact Center

Underwriting Service Center

Help Desk

Cabinet Concierge

CSR

CSR

CSR

CSR

CSR

CSR

CSR

CSR

Capacity FullCapacity Full

Incoming Incoming CallsCalls

Call

Call

Call

Load Balancing - Current State

Call

Capacity FullCapacity Full

Capacity FullCapacity Full

Available CapacityAvailable Capacity

CallCall

Call

On Hold

Abandoned Abandoned CallsCalls

Call

Call

Call

Call

Call Call

Call

CallCall

CallCall

USC calls USC calls routed to CCCrouted to CCC

Calls Queued

AVAYA Server

Help Desk Call Help Desk Call AbandonedAbandoned

How we will get there Where we need to beWhere we need to beWhere we are today

Even with Even with available capacity, available capacity,

calls abandonedcalls abandoned

Reserve CSRsOr “Rovers”

Multi-Skilled

Multi-Skilled

Multi-Skilled

All Skills

Secure Secure ConnectionConnection

WAHA Pilot Project

Customer Contact Center

Underwriting Service Center

Help Desk

Cabinet Concierge

CSR

CSR

CSR

CSR

CSR

CSR

CSR

CSR

Capacity FullCapacity Full

Load Balancing – Future State

Capacity FullCapacity Full

Capacity FullCapacity Full

Excess CapacityExcess Capacity

CallCall

Call

On Hold

Abandoned Abandoned CallsCalls

Call Call

Call

CallCall

CallCall

Queued Calls

Call

Call Call

Automatically routed Automatically routed based on skills and timebased on skills and time

(9AM – 2PM)(9AM – 2PM)

Routed to maintain Routed to maintain service levelsservice levels

(within 60 secs)(within 60 secs)

Capacity FullCapacity Full

Call

AVAYA Server

How we will get there Where we need to beWhere we need to beWhere we are today

Routed within ave. Routed within ave. abandon timeabandon time

(within 120 secs)(within 120 secs)

Phase 1Phase 1

Form TeamForm Team

Learn Content Management System (CMS)Learn Content Management System (CMS)

Edit, Consolidate, Standardize DataEdit, Consolidate, Standardize Data

Set up Governance StructureSet up Governance Structure

Online Knowledge Base (OKB)

Insert Insert Edited Edited ContentContent

Access OKB via Portal

Associates

Field Reps

Members

Associates

Field Reps

Members

Online Knowledge

Base

How we will get there Where we need to beWhere we need to beWhere we are today

Training, reference, policies, procedures,

who does what

Who Does WhatWho Does What

FAQsFAQs

‘‘Cheat Sheets’Cheat Sheets’

User ManualsUser Manuals

Training MaterialTraining Material

Product InformationProduct Information

Search FunctionalitySearch Functionality

Field Contact InfoField Contact Info

Phase 2Phase 2

Original REMOVED

Proposed Initiatives Group 1 Group 2 Group 32009+2009+20072007 20082008

How we will get there Where we need to beWhere we need to beWhere we are today

Phased Rollout

Servicing Phone Calls

1. Where we are today

2. Where we need to be

3. How we will get there

Remaining Section Deleted