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