Snapshotz: the Evolution the Call Center Audit Accelerating Improvement in your Call Center
Jan 25, 2015
Snapshotz: the Evolution the Call
Center AuditAccelerating Improvement in your Call Center
The Call Center Audit
Archaic - a hearing
Audit - any thorough ongoing check or examination
Audit - a methodical examination or review of a condition or situation Audit - examine carefully for accuracy with the intent of verificationAudit - consider in detail and subject to an analysis in order to discover essential features or meaning
GOAL: Ascertain the validity and reliability of information; provide an assessment of your current system's internal
control.
Why Assess or Audit your Center?
Factors Driving Assessment
Verification and setting priorities - Assessment, Planning and Objective Setting
Better customer outcomes, increasing revenues, cost reduction,
`Doing More for Less’
Regulatory bodies + the economy have highlighted the importance to organize and improve performance control and compliance systems.
Customer service centers are uneven energies of people process + technology moving at an uneven pace
Several levers can be manipulated to achieve customer and stakeholder objectives - Need for constant review and prioritization
Why Do Audits?
Center not achieving TargetsNew Initiatives to improve Service, Quality, CSATNew Products or Services being introducedPreparing for new/upgraded technologyMove to a Profit CenterNew site or locationPeople churn
Audits/Assessments can Pay Off
$6 million in annual savings for a Major Bank,
$1 million in first year savings for a Publisher,
$1.5 million saved through process re-engineering for a major printer manufacture
Creation of Strategic Plan for services company rolled out to 25+ centers
Transformed services center: improving Grade of Service from 20% to 80% while reducing costs
For an international eCommerce retailer improved agent productivity by 54% while reducing cost per contact by 47%
Audits Historical & What was Expected
Past Audit Process
Expert Consultants Consultants on-site for
days/weeks/months Lots of questions, interviews Data interrogation Big Report
Your Commitment
1+ consultants On site for Days- Weeks – or
Months Gather & prepare:
All Reports All process Documents/Maps All Payroll details All technology details
Time investment: Manager – 50%, Senior Management,
Supervisors – 10%, IT, Agents <5%
Big Cost- $50,000 and up
Snapshotz: New Option Today
Cloud based, SaaS, Hosted DIY Approach Intelligence built into the Application
The Only Product available that does all this
Snapshotz Online New Zealand firm launched in 2007 - Hundreds of audits completed
worldwide Taylor Reach is the North American Certified Partner
Deep Dive
In-Depth Analysis 8 Sections, 29 sub sections, Up to 620 data points assessed
Snapshotz OnlineAudit, planning, training, comparison of teams and performance, review and reporting.
Software as a Service (SaaS)ONLY browser software, e.g. Internet Explorer is required + connection to the internet
Easy Access
No hardware or software to buy, install, maintain, or update. Access to the application is easy: All required is an Internet connection
Verticals & Variables
The industry verticals covered range from Agriculture, Manufacturing, Electricity, Construction, Wholesale + Retail Trade, Retail Trade, Transport
and Storage, and everything in-between
1. The importance of the variable to the functioning of the contact center
2. Calculations to derive the score for each subsection and section
Criteria 1: Functionality
1. Legal requirements that are universal and adjustable
2. Based on Geographic region
Criteria 2:
Legal Requirement 1. Weightings and
Ratings are constantly reviewed and adjusted
2. Include emerging issues i.e. Monitoring customer complaints on social media
Weightings + Ratings
Levers & Variables in the Customer Service Environment
Scheduling and resource planning
Service Measures
Reporting – Contact Center Metrics
Contact volumes and costs
Call and contact flow monitoring and management.
Call and contact quality management
Quality of voice messages, automatic response and other customer contact
Technology
Quality and process analysis
Planning and Objective Setting
Operational Metrics
Call / Contact Center Objectives and Strategy
Business process alignment and change management
Disaster Recovery Plan, Data Security and Compliance
Corporate Objectives + Strategy Fit
Customer Relationship Management
Contact Center Structure
Customer contact
Customer Complaint Management
Customer satisfaction
Recruitment / Career Development / Remuneration
Training
Internal Communications
Levers & Variables in the Customer Service Environment
Health & Safety - Health, Safety and Environment
Health & Safety - Display Screen Equipment (DSE) and the working environment
Health & Safety - Environmental controls and practices in place or what needs to be in place.
Health & Safety - Eyes and eyesight, voice, hearing / noise, and musculoskeletal disorders (MSD) are covered in this section.
Staff Wellbeing - Covers abusive contacts and work related stress and approaches centers take to reduce stress.
Staff Wellbeing - Cover daily work routine and work practises within the center.
Health & Safety and Staff Wellbeing
The Snapshotz Score
•The Snapshotz Benchmark Score is the average of the score achieved by the top 25% of those organizations employing Snapshotz.
•Snapshotz score is only a guideline. A more accurate benchmark is yr over yr or a comparison against the same vertical in a similar geographic region.
•Benchmark reports can be requested if required, additional $.
The Audit Assessment Process
1
•Definition - what is required to be audited
2
•Scheduling – when, who is to carry out the audit and what locations geographic or internal departments are to be assessed.
3
•Preparation - collection, data, process documentation and lists of what to look for and an interview list.
4
•Execution – conducting the audit
5
•Documenting - audits and tracking of actions
The 5 Step Approach
Step 1: Definition • Snapshotz details the 8 main sections and the 29 subsections that are required to be audited.
Step 2: Scheduling • Assessors have complete control over who when where and what …• Snapshotz online will let you assign the license for up to 5 members • Snapshotz online lets you audit and compare different locations, internal departments and teams
within a departments.
Step 3: Preparation • The structure of Snapshotz online tool checklists acts as a guideline for preparation. Assessors and auditors will find preparation easy using Snapshotz Online. Very difficult when you don’t know what to look for especially for those new to the task.
• The detail within the subsections as well as the corresponding notes within the Snapshotz online tool will enable the assessor / auditors to identify what’s required and other preparatory work required.
Step 4: Execution • The structure of the sections, the ability to move easily in, out of and through the sections make execution less tedious and quick.
• The Snapshotz online tool allows flexibility yet structure that is required to achieve a consistent process that’s valid and can be used time after time.
Step 5: Documenting
• The structure of Snapshotz online tool checklists means documentation needs are taken care of as you audit.
• Tracking of actions is made easy as Snapshotz Online enable assessors to make notes and create a task list under every question / variable that is being assessed.
• The reports generated once the audit is complete enable the prioritization and follow up of actions.
Reporting
To win in life you must turn your experience into wisdom. So, slow down. Wisdom is gleaned over time, not overnight. Then, drill down. The treasure is there, but you have to dig for it.
The Process Regardless of the Assessment Approach – The Process is the Same
Strategic Assessment
Discovery
Data Collection
Methodology
Process
Technology
Human Capital
Measurement + Goals
Stakeholder Interview
Assessments
Assessment Tools/Tactics
Benchmark Contact Center
Relevance Rankings
Change Management
Proof of Concept
Recommendations
Benchmark Call Center to Competitors
“Low-Hanging-Fruit”
Best Practice
Assessment
Opportunities
Process + Training
Risk Reward
Methodology + Technology
Customer Sat Model
Implementation
Knowledge Transfer
Monthly Customer
Satisfaction Reporting
Center Performance
Measurement
Comparison to Competitors
Hierarchy
Audit Level1. An assessment carried out by an individual or individuals within an
organization without verification by an external party
2. An assessment carried out by an individual or individuals within an organization with some verification by an external party
3. An assessment carried out by an external party with or without aid from internal individual or individuals within an organisation with verification of results
The Bottom Line
Traditional Assessments (Level 3), through Traditional approach will cost $50,000 and up
Snapshotz Online is a fraction of this cost and can;Enable additional budget to address deficiencies or capture
opportunitiesDemonstrate to senior management how the center is
performing from an independent perspectiveBecome an annual ‘health check’
Pricing Options
Option 1Snapshotz Online Assessment (Level 1) is only $2,500.00 for 1
license; includes support from an experienced call center consultant and all reporting
Option 2A 3 Year subscription plan @ $2,500 per year for 5 licenses
including consulting support and reporting
Audit results are acceptable for some call center certification programs
Summary
Audits/Assessments are one of the best tools for gauging the health and effectiveness of your call center.
They support: Improved efficiency, Improved CSAT, Improved Agent engagement and ESAT, Improve revenue generation,
Regardless of the approach you take, Audits should be a part of your toolkit
Coordinators Colin TaylorCEOThe Taylor Reach Group, [email protected] x200
www.thetaylorreachgroup.com/snapshotz 647-729-3991
Questions