Call Center Operations:
Performance Improvement
Business Case
Presentation Sample
Author: Chamil Hettiarachchi
Important Disclosure
This 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 intended
purpose of demonstrating the skills of the author for a potential consultation opportunity.
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
Current Situation
Service for Field and Members
Support for Home Office
Long wait times
Empowerment / accountability
Calls abandoned
Incentive alignment
Multiple entry points
Understaffed
Inconsistent responses
Inadequate training
Not getting to right person
Underutilized technology
Lack of alignment between goals and WOWs desired strategic
advantage of providing exceptional customer service
Where we are today
Where we need to be
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
Scorecard Metric
Ease of Service
Ease of contact
Member Perspective
M1
M2
Service
Satisfaction
Satisfaction Metrics
Ease
of contact
Scores
Field Perspective
Associate knowledge
Associate courtesy
Providing
Score
3.5
F1
Score
Ease of contact
Promptness
in responding
F2
Associate
knowledge to requests
Associate knowledge
4.2
M3
Associate courtesy
Keeping
4.5
M4
Providing sufficient information
4.2
F4
M5
Promptness in responding to requests
3.9
M6
Keeping the members informed
2.5
Service Satisfaction Score
4.5
3.2
courtesy
theAssociate
Field/Member
informed
4.5
Providing sufficient information
4.2
F5
Promptness in responding to requests
3.9
F6
Keeping the field reps informed
3.9
F3
TOTAL
Where we are today
Satisfaction
Metrics
sufficient
information
3.80
Member
Perspective
76%
Where we need to be
TOTAL
4.03
Field Perspective
Service Satisfaction Score
How we will get there
81%
Scorecard Metric
Excel at Service Processes
Service
Excellence
Score
Internal
Efficiency
Score
Where we are today
Service Level
First Call Resolution Rate
Call Abandon Rate
Average Handling Time
Forecasting Efficiency
Schedule Adherence
Where we need to be
How we will get there
Identify Strategic Advantage
Poor
Service
Excellence
Score
Internal
Efficiency
Score
Industry
Average
Service
Level80/20
40/20 60/20
Strategic
Advantage
90/20
90/10
First Call Resolution Rate
47% of the Members and
Call
Abandon
Rate
63%
of the
Field Reps
expect higher levels of
Customer Service from
Average
Handling
XXXXXX
than from
other Time
companies in the industry
Measure
Forecasting Efficiency
Performance
Drive
Towards
- Wiese Research Levels
Schedule AdherenceStrategic
Advantage
Where we are today
Where we need to be
How we will get there
Daily
CallMonitor
CenterPerformance
Dashboard Software
Service Excellence Drivers
View Correlations
Score
DoD
Service Level
70%
-5%
First Call Resolution Rate
30%
-10%
Abandon Rate
60%
5%
Internal Efficiency Drivers
Service
Excellence
Score
DoD
Average Handle Time
80%
10%
Forecasting Efficiency
90%
20%
Average Occupancy
Schedule
Adherence Rate
60%
-10%
Service Satisfaction Drivers (Home Office)
Internal
Efficiency
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%
Associate Satisfaction
By Department By Level Messages
Alerts
Score
MoM
Information Access
Level of Technical Support
70%
-5%
60%
-10%
Level of Training Provided
Level of Stress
60%
5%
80%
10%
WTD MTD YTD
Change View Daily Weekly Monthly Yearly
Our Recommendations
Phone Technology
Use of Portal
Desktop Hardware
Support Systems
Customer
Service
Process
as Strategic
Improvements
Staffing
Driver
Advantage
Job Design
Training
Where we are today
Support Services
Where we need to be
How we will get there
Load Balancing - Current State
Customer Contact Center
Even
USC with
calls
available
routed capacity,
to CCC
calls abandoned
Incoming
Calls
Available
Capacity
Capacity
Full
Underwriting Service Center
Calls
Queued
Call
Call
Call
Capacity Full
Call
Call
Call
Call
Call
Call
Call
Call
Help Desk
On Hold
AVAYA
Server
Call
Call
Capacity Full
Call
Abandoned
Calls
Help Desk Call
Abandoned
Where we are today
Cabinet Concierge
Available Capacity
Where we need to be
How we will get there
Load Balancing Future State
Customer Contact Center
Call
Call
Routed to maintain
Reserve CSRs
Or Rovers
Capacity
service
levelsFull
(within 60 secs)
WAHA Pilot
Project
Secure
Connection
Underwriting Service Center
Queued
Calls
Call Call
Call
Call
Call
Call
Call
AVAYA
Server
Call
Call
Capacity Full
Routed within ave.
On Hold
abandon time
Call
Call
(within 120 secs)
Abandoned
Calls
Help Desk
Capacity Full
Cabinet Concierge
Call
Capacity
Full
Excess
Capacity
Where we are today
Where we need to be
Automatically routed
based on skills and time
(9AM 2PM)
How we will get there
Online Knowledge Base (OKB)
Who Does What
Associates
FAQs
Associates
Field
Cheat Sheets
FieldReps
Reps
Members
User Manuals
Members
Training Material
Product Information
Access OKB
viaSearch
Portal Functionality
Field Contact Info
Phase 1
Training, reference,
policies, procedures,
who does what
Where we are today
Insert
Form Team
Edited Management System (CMS)
Learn Content
Online
Content
Edit, Consolidate, Standardize
Data
Knowledge
Base
Set up Governance Structure
Phase 2
Where we need to be
How we will get there
Original
REMOVED
Phased Rollout
Proposed Initiatives
Group 1
Where we are today
2007
Group 2 2008
Where we need to be
How we will get there
Group
3
2009+
Servicing Phone Calls
1. Where we are today
2. Where we need to be
3. How we will get there
Remaining Section Deleted
