The Call Center/CRM Physical is comprised of a 3 to5
day review, evaluation and report of the following key
areas that are essential to managing and maintaining extraordinary
customer service at reasonable cost.
- Metrics of Core Business Strategies
- Reports
- Technology
- Process Flow
- Skills Development/Training
- Quality Audits
- Staffing/Scheduling
Metrics: Macro and micro data analysis
is compiled and reported to thoroughly understand how effectively
the call center is being managed. Variables that are the
drivers to call center performance are studied such as
agent incentives, attrition, new product introduction,
training, call flow process, etc. Additionally, metrics
for each ACD group are compiled and an assessment is made
for each agent’s
productivity and skill readiness.
Reports: Reports that management generate
to review call center performance are reviewed. How management
uses these reports is analyzed and tested for consistency.
Completeness of reports and sufficient reporting are essential
to identifying and resolving issues that negatively affect
call center performance. Macro reporting such as average
speed to answer, number of calls, average handle time is
necessary but not sufficient to thoroughly assess agent
and call center performance. Other reports such as First
Time Resolution and Number of Repeat Calls Same Issue are
necessary to truly assess customer satisfaction and agent
productivity.
Technology: The technologies employed
within the call center are reviewed to understand the impact
on agent productivity and customer satisfaction. How well
management understands and utilizes the technology is also
assessed. Recommendations are made which extend beyond
the call center current technologies to include state of
the art technology and software applications. Technologies
currently used in world class call centers are analyzed
for applicability to each individual circumstance.
Process Flow: The major call flow processes
are analyzed and documented. Examples include call escalation
process, call tracking process, call resolution process.
Problem areas are identified where breakdowns occur in
execution due to inefficient handoffs within each major
process area.
Skills Development/Training: Formal agent training is
reviewed to include course development and instruction
capability, agent testing and readiness, instructor incentives
and performance drivers. Upon completion of the formal
training an assessment of “phone readiness” is
made to ensure the agent has the requisite knowledge and
phone skills to handle customer calls. This assessment
includes listening and problem identification, problem
solving and call closure skills.
Quality Audits: World Class Call Centers incorporate call
audits and reviews to continually assess agent skills.
These audits identify areas of improvement and are used
to generate new or additional training programs. Recommendations
will be made on how to incorporate such audits into the
call center will be made.
Staffing/Scheduling: Balancing call volume with staff
level is essential to ensuring a consistently high level
of customer satisfaction. Proper analysis and forecasting
of call volumes both intra and inter day is a complex task.
Factors such as seasonality, new product introductions,
attrition, etc. have a huge affect on call processing.
An assessment will be made of this process and the tools
that management use to align call volume and staffing.
Recommendations will be made to improve this process.
After the physical, we will provide you with a report
of our findings in each of these areas. Included in that
report will be a set of recommendations. The report will
provide you the basis for developing on-going and sustainable
continuous improvement systems in your operation. For more
information, drop us a line at info@group50.com or call
(909) 949-9083 anytime.
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