UAL Call Center Consultancy
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Transcript of UAL Call Center Consultancy
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Building Client Satisfaction
Through Your Call Centre
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About SPONGE.Sponge Global Learning is a consulting company thatassists call centers in their service quality
measurement and management efforts by providing
the following products and services...
Call Centre Training & Development
Service Quality Tracking
CRM Tools
Service Quality Management Training
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Call CentreConsultancy Service Quality
Call Centre Consultancy
Program about?
Comprehensive 6 months Call center
development initiative
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Call CentreConsultancy
Industries
Types
Telecommunications Energy Transportation Retail Banks
Insurance Manufacturing Government
Call Types Inquiries Orders Sales
Complaints Helpdesk Dispatching Credit
Access Types
Telephone Fax Website Email Chat Lines
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Call CentreService Quality
Presentation Overview
Methodology
ApproachGoalsBest
Practices
Balanced
Scorecard
Customer
Metrics
Employee
Metrics
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Program Goals
Call Center Mission Call Center KPIs Training Coaching
Satisfaction ratings for key customer and employee attributes Cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes
Benchmarking customer and employee satisfaction and
operational performance
Targeting opportunities for key customer and employee attributesimprovement
Best practices for achieving high customer and employee satisfaction
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Evaluation
Peer
Mentor
Team Leader
Supervisor
Quality Team
OutsidersBest practices for achieving high customer and employee satisfaction
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Measuring
Operations
Methodology
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Call CentreService Quality Metric Alignment
Metric
Alignment
Customer
Survey
Call Centre
Stats
Call
Coaching
Employee
Survey
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Random sample or all the employees working at the
call centre are interviewed
Interviews are conductedat the call centre or by
telephone or email. Specific employee ratings and feedback does not
get shared
The call centre employee satisfaction interview is
approximately 20-30 minutes The call centre employee satisfaction interview is a
one-on-one focus groupapproach consisting key
questions
Employee Methodology
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The call centre customer satisfaction telephonesurveyis approximately 7 8 minutes
Call centre customer satisfaction telephone surveyis a one-on-one focus groupapproach
consisting of key questions Telephone surveys are conducted within 1 to 5
days of a recent call centre transaction (Duration to
be decided by the Client)
Call centre survey sample size is is decided bythe client.
Customer .
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Operations Methodology
Call Centre managers complete a service qualityoperational questionnaire
Questionnaire is based on 4 leverage areas that are
needed to achieve service excellence (i.e. strategy,labour, measurement and technology)
A tool is being used by sponge consultants and UALmanagement to determine the levels
Call centre operational questionnaire captures crucialoperational metrics areas (i.e. service levels, abandon
rates, labour cost, calls handled, training days, etc)
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Call Centre
CSR Handles all Calls
Employees are an Expense
Script Focused
Talk Time
One Call does it all
Technology used for Efficiency
Internally Focused
Limited E-Commerce
Generalist
Cost Centre
- Customer Contact Centre
- CSR Handles Value Added Calls
- Employees are an Investment
- Customer Focused
- Call Quality
- One Contact does it all
- Technology used for Service
- Externally Focused
- Managed E-Commerce
- Specialist
- Profit Centre
Best Practices
Current Practices Best Practices
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Treated the Same
Limited Data Base
Limited/No Career Options
Complaint Handling
Internal Service Goals
Limited or No Standards
Company Driven Policies
Limited Control on Bonuses
Company Needs IVR/Voice Menu
Call Compliance
Mix of Part/Full Time Employees
Limited Recognition
- Customer Segmentation
- Comprehensive Data Base
- Formal Career Planning
-Complaint Handling/Managing
- Internal & External Service Goals
- Customer Service Standards
- Customer Driven Policies
- Aligned to Customer Satisfaction
-Customer Driven IVR/Voice menu
- Employee Development
- Most Employees are Full Time
- Informal/Formal Recognition
Best Practices
Current Practices Best Practices
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CustomersEmployees
Operations Financial
Call CentreAdopted from Balanced Scorecard
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Call CentreBalanced Scorecard
Key Metrics
-Customer Satisfaction
-Customer Contribution
-Ease of Contact
-Voice Menu
-Automated Voice Menu
-Rep. Courtesy
-Rep. Clarity
-Rep. Knowledge
-Rep. Helpfulness
-Call Resolution
-Complaint Resolution
Customers
-Employee Satisfaction
-Employee Commitment
-Training
-Career Opportunities
-Rewards Recognition
-Monitoring & Coaching
-Employee Morale
-Management
-Communication
-Scheduling
-Standards
-Compensation
-Software
-Work Stations
Employees
-Telephone Service Factor
-Speed ofAnswer
-Abandon Rate
-% of Calls resolved in IVR
-Busy Signal
-Talk Time
-Wrap-up Time
-Calls Handled Per CSR
-Call Monitoring
-Adherence
-Scheduling
Operations
-Cost Per Call
-Daily Sales Per CSR
-Cost Per Sale
-CSR Salary
-CSR Bonus
-Span of Control
-Employee Turnover %
-Cost of a new CSR
Financial
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Customers Employees Operations Financial
Telephone Service Factor Cost Per Call
Abandon Rate Value Per Call
Telephone Service Factor Cost Per Call
Transfers Value Per Call
Transfers Cost Per Call
Calls Resolved in IVR Value Per Call
Training Cost Per Call
Coaching Value Per Call
Training Cost Per Call
Coaching Value Per Call
Lagging
CSR Calls Handled
Per Hour
Customer Care
Voice Menu Voice Menu
Leading
Call Resolution 1st Call Resolution
IVR Transaction IVR
Call Monitoring
Balanced Scorecard
Ease of Contact
Call Centre Service Quality Metric Alignment
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Building a Team
Outbound Team RetreatBest practices for achieving high customer and employee satisfaction