Call Center Assessment Service Overview
Call Center Assessment
OVERVIEW
Benefits
Improved Overall Center Efficiency
Enhanced Customer Satisfaction
Improved Agent Utilization
Increased Use of Automated Techniques
Measurable Results
Strengthened Sales
Today’s call centers are a fundament al part of the way modern companies interact with their customers. For many customers, the occasional interaction with a call center agent may be the only time they deal directly with your company. For other customers their interaction may be through new channels such as Web or Email. Keeping these current customers happy is much more cost effective than acquiring new ones. For this reason it is imperative that the call center maintain a very high standard of quality and efficiency. Dial Interactive’s unique assessment and re-engineering methodology not only analyzes the technology but also the business process. Dial Interactive can examine every area of your call center operations including customer experience, staffing, use of technology, and reporting. Our consulting teams will identify your center’s strengths as well as potential problem areas. Our prioritized recommendations will target the areas that will show immediate positive results. Dial Interactive’s call center assessment will take your existing centers to a new level of customer experience. APPROACH Dial Interactive will conduct a comprehensive review of your existing call centers. The review will involve technology assessment, performance data analysis, customer satisfaction surveys, live monitoring, interviews of agents/managers/customers, and many other methods to identify improvement areas. Our consultants have worked extensively in the call center industry and know by experience what works best. Example Call Type Analysis CSR (best scenario Receive inquiry
Example Process Map Open case andassociate toEmployee
Tryto ass ist but can’t
Categorize cas e asE/I/P
Warm tran sfer to Payroll Specialist
Payroll Specialist
Subcategorize andclose case
Stayonline toget information
Ans wer questions
CSR (worst scenario)
Payroll Spec busyorCSR can’ t stayon line
Payroll Specialist Wor k oncase
Cas e to pending
Send mes sag e to Payroll Spec re: resolutio n
Call Employee back
Call Employee andconfirm resolution
Res pon d to message
Enabling Technology
Case Management
Case Management
Case Management
Case Management
Future Case Reassign
Future Case Activ ity
Lotus Notes
Lotus Notes
Call Type BalanceInq. Billing Issues Repairs ShippingIssues Orders Wrong Number Investors Other
Frequency 201 176 87 66 39 24 7 5 Total
605
Percentages 33.22% 29.09% 14.38% 10.91% 6.45% 3.97% 1.16% 0.83% 100.00%
y c n e u q e r F
35% 30% 25% 20% 15% 10% 5% 0%
. s s b e o r s e r r s t u e e r t h I n q u e a i c e I s s e p I s s O r d N u m n v e s O l a n i l l i n g R p i n g n g I a B B r o i p h W S
The Dial Interactive approach is unique within the call center industry. Our assessments conclude with specific recommendations backed by quantifiable improvement estimates. Even the best managed call centers need periodic analysis and tuning to keep up with customer needs and expectations.
-2Copyright 2001 Dial Interactive, Inc.
Call Center Assessment
WHY INVEST IN A CALL CENTER ASSESSMENT?
Benefits
Immediate ROI
Gain Efficiency From Existing Technology
Independent Analysis
No Capital Expense
Low Risk
A call center assessment provides a low risk method of extracting additional value out of your most important resource --- your call center agents. Immediate efficiency gains of 10-30% are possible by better understanding your current environment. Your center may only need assistance in one or two areas but the benefits can have enormous impact on all your customers. Is your call center experiencing any of the following common problems? Customers complaining about long hold times Technology projects that have not delivered on promises Large numbers of call transfers Difficul ty hiring and retaining quality employees Large changes in call volume Agents wasting time on routine tasks A Dial Interactive assessment can be tailored to address these and other specific issues. TYPICAL CONSULTING ENGAGEMENT
Dial Interactive takes a management consulting approach to all call center assessments. Our results are backed by extensive data gathering, analysis, and recommendations based on years of call center experience. Listed below are some sample deliverables that would be customized for your particular needs. Sample Deliverables
Deliverable Description
IVR Business Objectives
Word document identifying the business objectives of the contact center.
Current State
Diagrams and documents outlining current organization structure, technology, call flows, customer segments, and other key call center factors.
Access Channel Review
Document/diagram providing a detailed analysis of how customers reach your call center including voice calls, fax, email, web, U.S. Mail, and even walk-in business.
Reporting Analysis
Word document that discusses the accuracy and completeness of the existing reports and makes recommendations for additional reporting.
Technology Design Overview
Word document outlining ways to better utilize existing technology and as needed recommendations on additional components.
Call Flow Re-Design
Visio Call Flow Diagram outlining an improved end-to-end customer call flow allowing for streamlined customer interactions.
Process Description
Word document that outlines the processes used within the call center and analysis resulting in specific recommendations.
Recommendations Summary and Rationale
Word document that summarizes any recommended improvements including rationale for why they will produce improved results.
Final Roadmap
PowerPoint presentation of recommended approach and resources needed to successfully implement the recommendations.
-3Copyright 2001 Dial Interactive, Inc.
Call Center Assessment
The DI Difference
Experienced Consultants
Focus on the End Customer
Product and Technology Independence Complete Solutions Appropriate Use of Technology
OTHER CALL CENTER PROFESSIONAL SERVICES AVAILABLE
In addition to Call Center Assessments, Dial Interactive provides a wide range of other call center consulting. With years of technical and operational call center experience, Dial Interactive has the expertise you are looking for.
Reporting Analysis
Business Case Development
Speech Enable IVRs – Text-to-Speech, Speech Recognition
Technology Integrations (ACD, IVR, CTI)
Vendor Selection/RFP Management
Business Rules Definition for Self Service and Routing
Cost Analysis and Containment
Project Management of Multiple Vendors
Risk Mitigation and Timeline Management
Platform Testing
FOR MORE INFORMATION http://www.dialinteractive.com /
Or call: Phil Grosdidier Phone: (913) 219-2997 Fax: (413) 793-8496
[email protected]
-4Copyright 2001 Dial Interactive, Inc.
