July 21, 2017 | Author: Ambrose Wood | Category: N/A
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Welcome
First Call Resolution and Solve Rate Analytics That Produce Measurable Results Presented by:
Copyright© 2010, The Call Center School LLC
Speaker Biography Penny Reynolds • Founding Partner of The Call Center School • Leads curriculum development • Regular speaker and contributor for industry conferences, association meetings and trade publications. • Authored three books: •The Power of One, Power Phrasing •Call Center Staffing: The Complete, Practical Guide to Workforce
M Management t
•Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff.
• Honors graduate of Vanderbilt University • Call Center Magazine’s prestigious Call Center Pioneer award.
615-812-8410
[email protected] Copyright© 2010, The Call Center School LLC
Today’s Performance Management Challenge
Key Performance Indicators: Just because you can measure it, it doesn’t doesn t mean you should. should Just because you should measure it it d it, doesn’t ’t mean you can . . . at least easily. What’s a call center to do? Copyright© 2010, The Call Center School LLC
Traditional Measures Top Ten Call Center Performance Measures
Service level/ASA Abandon rate Occupancy rate Availability/shrinkage Schedule efficiency
Average handle time After call work Calls per hour Conversion rate Schedule adherence
Which measure efficiency versus effectiveness? Which p point toward y yesterday y versus tomorrow? Copyright© 2010, The Call Center School LLC
The Ideal Measure First Call Resolution Customer satisfaction Highest correlation: FCR
Efficiency/Productivity Fewer calls, less workload
Quality Consistency, less re-work
Profitability Fewer FTE, fewer calls, more loyalty/upsell
Single metric with balanced view of the call center Copyright© 2010, The Call Center School LLC
Measurement Challenges Difficult to capture right data Many trade trade-offs offs in measurement approaches Difficult to validate data Hard to pinpoint reasons for low resolution
Copyright© 2010, The Call Center School LLC
Current Measures of FCR Method
Pros
Cons
Performance Management Software
Based on analytical y software Objective Consistent reporting
Preparation p needed Expensive to implement
Call Monitoring
Fast Simple
Sample only Missing critical data Time insensitive
Post Call Survey Post-Call
Direct customer input Open end comments
Time sensitive Difficult to follow up Low response rate Hard to separate p issues
Agent Call Query
Timely Inexpensive
Longer call Agent manipulation
Agent Judgment
Reason + timing
Subjective Agent result variance Copyright© 2010, The Call Center School LLC
Better Approach
To effectively measure First Call Resolution, yyou need a combination of measures that tracks activity g g to end from beginning 1. Who is the caller? 1 2. Why is he calling? 3. When did he call last? Copyright© 2010, The Call Center School LLC
From Measurements to Actionable Data Measurements for Analysis and Action Where is the breakdown point? Customer issue Organizational Organi ational problem Agent capabilities What is the “solve rate”? By type of call By agent
Copyright© 2010, The Call Center School LLC
Contact Space p Analytics y The Key to Effective Customer Experience Management
Scott Norteman, Jacada Inc.
© 2010 Jacada. All rights reserved.
Contact Space Analytics
Traditional Metrics
• Measures M off Efficiency Effi i • Limited Operational Benefit • Managing CSRs to these metrics does NOT lead to a positive customer experience © 2010 Jacada. All rights reserved.
Contact Space Analytics
Traditional Metrics Effectiveness
• Primary Measures •First-call Resolution (FCR) ( ) •CSR Solve-Rate
• Benefits of managing CSRs to “Solve-Rate”
© 2010 Jacada. All rights reserved.
• Addresses core challenge to a positive customer experience
Contact Space Analytics
IVR
Traditional Metrics
Call C ll Metrics
Chat
Effectiveness Contact Space Visibility
Email
Web
• Accurate Contact Channel Data is Needed • Pinpoint Areas for Improvement • (Coaching OR Process)
• ALL Channels Must be Considered if Customer Experience is the Focus © 2010 Jacada. All rights reserved.
Jacada Insight
Data Warehouse
Traditional Metrics
After-the-fact, Massaged Reports
ETL
Effectiveness Contact Space Visibility Challenges
© 2010 Jacada. All rights reserved.
Email & Fax Server
•Discrete Data Points •Data Must be Tied Together •Data Must be Normalized Across Channels •Data Data Warehouse / ETL •Time Consuming •Expensive •Questionable Accuracy
Contact Space Analytics
Traditional Metrics Effectiveness Contact Space Visibility
Data Mart
Individual Records Contact Center, CSR, Customer Drillable Views
Challenges
•Real-time, R l ti multi-channel lti h ld data t collection ll ti
Jacada® Insight A Ne New Approach
•Pre-built analytics views •Deep understanding of CSR Performance and Customer Experience
© 2010 Jacada. All rights reserved.
Ad-hoc Reports Dashboards
Contact Space Analytics
Traditional Metrics Effectiveness Contact Space Visibility Challenges Jacada® Insight A Ne New Approach © 2010 Jacada. All rights reserved.
Contact Space Analytics
Traditional Metrics Effectiveness Contact Space Visibility Challenges Jacada® Insight A Ne New Approach © 2010 Jacada. All rights reserved.
Contact Space Analytics
Traditional Metrics Customer & Agent g ID / Basic Info.
Effectiveness Call Reason
Contact Space Visibility Challenges
Phone Stats
Jacada® Insight A Ne New Approach
Resolution / FCR Survey/NPS information
© 2010 Jacada. All rights reserved.
Quality Monitoring Playback
Today’s Webcast: First Call Resolution and Solve Rate Analytics That Produce Measurable Results Penny Reynolds Founding Partner
[email protected] 615-812-8410
Scott Norteman Director, Product Management
[email protected] 770 352 1300 770-352-1300
Ann Conrad Communications Manager
[email protected] 770-352-1300
Questions? You can submit your questions using the WebEx Q&A feature. Thank you for attending!
Copyright© 2003-2009, The Call Center School LLC
