7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ......

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7 Things That Great Contact Centres Do Well Call Centre Helper| Prashant Parekh

Transcript of 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ......

Page 1: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

7 Things That Great Contact Centres Do Well

Call Centre Helper| Prashant Parekh

Page 2: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Summary:

▪ Key priorities of Great Contact Centres

7 Things That Great Contact Centres Do Well

▪ Routines for great results

▪ Question time

Page 3: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Key priorities of Great Contact Centres

o Best Centre to invest in (Efficiency)

o Best Centre to contact (Effectiveness)

o Best Centre to work (People)

Page 4: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Efficiency - Demand led resourcing

Last year’s contact demand

Overall business growth, channel growth and project/change impact

Self service and Customer Behaviour change

Page 5: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Efficiency - Contact Centre as Value Centre

Value Centre modelCost Centre model

Economy of Scale and Multi-skilling

Average Handling Time, Cost/Customer, Cost/Contact,

Economy of Scale and Multi-skilling

First Contact Resolution, Customer retention etc.

Value addition options• Investing in tangible returns –

Sales through service

• Investing in intangibles –Customer Satisfaction, Net Promoter Score, Customer Effort Score, Quality Assurance

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Page 6: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Effectiveness – Focus on quality and customer experience

▪ Voice of Customer

▪ Customer experience measures across the channels – Customer Satisfaction Score, Net Promoter Score, Customer Effort Score

▪ Quality assurance and Compliance

Page 7: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

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Effectiveness - Customer centric processes

▪ Case allocation process - FIFO vs Regional

▪ Customer Communication process - Team vs Direct Contact

▪ Question everything

Page 8: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Customer centric processes

▪ Audience Poll

Page 9: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

People - Customer focused culture

RGA

(Roles / Goals / Achievements)

Shared Customer Feedback

Employee Recognition

Daily Reporting

CSAT

Shannon my case handler was brilliant from the first contact. She was professional and very

sympathetic

They were courteous, helpful and considerate.

I was very happy with there customer service.

The contact from the customer service desk was a good

experience, and and would have the same comment even if the

result was positive or negative, I have had new cars before the

service has not been as good as this, the lady that was my case manager was very professional.

Did not help at all. Have to chase the operator for

answers. Sided with dealer.

You pushed blame onto the dealership and made out that they were separate to you. Any mistakes made by them should be rectified.

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People - Coaching for Quality, Compliance and Customer Experience

Commissioned Level 4 coaching impact study

Coaching Significantly improves performance

Coaching & training positively impacted business results

Coaching has much more impact when reinforced by theleader’s manager

Kimberly ClarkTurnover $18.3bn

53,000 employees in 150+ countries

Brand leader in 80

¼ of world’s population buy products everyday… thinkKleenex, Andrex, Huggies

Page 11: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Leverage Technology as enabler

▪ Best Centre to invest in

Intelligent Self-Service –Artificial Intelligence, Machine Learning, Chat Bots, Knowledge Management

▪ Best Centre to contact

Voice of Customer – Speech analytics, Customer Journey analysis across channels

▪ Best Centre to work

WFM and Reporting

Page 12: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

7 Things That Great Contact Centres Do Well

▪ Demand led Resourcing

▪ Contact Centres as Value Centre

▪ Focus on quality and customer experience

▪ Customer centric processes

▪ Customer focused culture

▪ Coaching for Quality, Compliance and Customer Experience

▪ Leverage Technology as enabler

Page 13: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Routines for great results:

▪ Demand led resourcing and WFM

▪ Daily reporting for Frontline and Management

▪ Weekly and Monthly reviews, with Variance analysis

▪ Continuous improvement mechanism

▪ Channel and Site integration for flex and efficiencies

Customer Focus

(AHT, FCR, NPS)

Forecast, Plan, Act (H/ D/W/M/Y

By Channel & Centre)

Monitor Performance (By H/D/W/M/Y and

By Agent/TL/ Manager/ Centre

Review (Daily , Weekly by Service

& Centre, Monthly and 6 Monthly ALL

levels)

Change – External (e.g. New

contract, revised SLAs) &

Corrections (e.g. Performance on QA, AHT, FCR)

Page 14: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Summary:

▪ Key priorities of Great Contact Centres

7 Things That Great Contact Centres Do Well

▪ Routines for great results

▪ Question time

Page 15: 7 Things That Great Contact Centres Do Well...Case allocation process - FIFO vs Regional ... Commissioned Level 4 coaching impact study Coaching Significantly improves performance

Questions please?


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