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Best In Class Contact Centre

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by

Munawar Alvi

on 26 September 2012

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Transcript of Best In Class Contact Centre

Best in Class Contact Center Prepared& Presented By: Munawar Alvi Presented on: 22-08-2012 Best in Class Contact Center Best in Class Contact Center Theme: The presentation is inspired by NOOR logo Sign.
The presentation proceeds in the way of writing the infinity sign (Logo ).
The continuous quality improvement life cycle is superimposed in the way the presentation proceeds.
Presentation discusses the subjects in the given order.
Performance Objective
ETHOS Methodology
Capacity
People
Performance
Enhancements Ahead
Challenges & Risks
Deliverables Best in Class Contact Center High Networth Customer

Customized presentation

Categorized Solution Majority of Customers
Mass Campaign
Uniform Approach
Uniform Solution Best in Class Contact Center Performance Objectives Best in Class Contact Center ETHOS Methodology ETHOS consultancy is an independent agency conducting surveys and publishing annual Bank Bench Marking Index in Service Excellence.

While conducting surveys, ETHOS covers the following areas;

a. Branches
b. Call Center (Self Service & Personalized)
c. ATM / CCDM
d. Website & E-mails Banking Channel interactions around 40 times
Branch Visits & ATM utilization (20 visits)
Call Center Calls (12 calls)
Website browsing (8 events) ETHOS Survey Strategy Finding Categories Extremely Satisfied
Satisfied
Neither Satisfied Nor Dissatisfied
Dissatisfied
Extremely Dissatisfied Best in Class Contact Center Overall Ranking Performance 2011
Bank Benchmarking Index Contact Center IVR Best in Class Contact Center ETHOS Methodology ETHOS Methodology Key Performance Indicators ETHOS Methodology Key Performance Indicators ETHOS Key KPIs
NIB KPIs Best in Class Contact Center Best in Class Contact Center ETHOS KPIs
Contact Center Logical and easy IVR menu
Easy call transfer to an agent
Average speed of answer
Polite greeting, scripts, courtesy and accuracy
Response back from bank (if promised) with TAT and accuracy E-mail& Website Bilingual, thorough and complete information
Number of Clicks to reach to required information
Update branch and ATM List
Contact Us button
TAT and accuracy of response through email Key Performance Indicators - Contact Center Performance Report
Service Level
Abandon Rate
Agent Availability
Agent Talk Time
Courtesy & Accuracy (Quality of Call)
Complaint & Request Fulfillment
Customer Satisfaction Survey Best in Class Contact Center Capacity & Schedule Capacity & Schedule Hourly Performance Review MTD Performance Review YTD Performance Review Best in Class Contact Center Establishment of Contact Center OPS function
Request Fulfillment
Dispute Resolution & Follow up
E-mail & Customer Inquiries Management
Follow up and Escalation of Customer Complains
Incentive plan roll out
Cross Selling Products
Easy Cash, etc.
Outbound sales calls
Training & Coaching
Emphasis on Quality and Customer Satisfaction
Products Feedback
Monthly Assessment and Scoring Targeted Selection - Right Person for the Right Job
Four Steps Selection implemented
Pre-screening CVs
Pre-screening Telephone Interview
Written Arithmetic & IQ test with Composition
Selection / Rejection Interview People People MTD E-mail MIS MTD Complaint MIS Best in Class Contact Center Performance Performance Key Performance Indicators Key Performance Indicators Business Forecasts as baseline
Analysis of customer utilization of contact center
Forecasting of expected calls
Forecasting of required FTE
Application of Erlang - C principle for Service Level Calculation
Campaign Management
Shift Scheduling
Reviews and revisions Best in Class Contact Center Performance Performance Performance Best in Class Contact Center Performance Best in Class Contact Center Performance Best in Class Contact Center Summary Potential Best in Class Contact Center IVR Call Tree Enhancement
System of Knowledge
CRM
CMS
Instant Request Fulfillment
Web Chat
Web Co-browsing Enhancements Best in Class Contact Center Enhancements Best in Class Contact Center Enhancements Best in Class Contact Center Enhancements System of Knowledge Best in Class Contact Center Enhancements Business Requirement analyzed
Vendor reviews conducted
Functional requirement finalized
FRP handed over to vendor to initiate the work
Tentative delivery time is 1st Oct. CRM & CMS Enhancements Enhancements Best in Class Contact Center Enhancements Instant Request Fulfillment 10 Business processes shortlisted
Pilot proposal approved by all stake holders
Rolled out and compiling results
initiated the modification exercise for the rest of the processes
Tentative delivery time is 30th October. Best in Class Contact Center Enhancements Enhancements Web Chat & Co-Browsing Introduce LIVE CHAT option for customer to understand the product / feature there and then to improve immediate submissions.
Generally, People visit the website, take a quick glance and just leave if they do not understant the product.
Recent Research shows live help application may help in significant increase in customer submissions.
This is due to the fact that on-line users prefer live help over telephone or email.
Tentative delivery is expected in October 2012. Best in Class Contact Center Challenges & Risks Challenges & Risks Training, training, continuous training.
In-efficient cross functional processes
Weak interdepartmental coordination
Career path / Burned out staff
Dilapidated premises causes nausea and anxiety Challenges & Risks Best in Class Contact Center Way Forward Continued focus on targeted selection
Continued focus on service level maintenance
Continued focus on process modification for instant request fulfillment
Continued focus on cross selling
Roll out of enhancements in the pipeline
To work extensively with training team for training needs fulfillment
Arrange finance for premises makeover Performance Cross Sell
Full transcript