|
The
Call Center is increasingly viewed as the optimal vehicle for increasing
revenue while decreasing transaction costs and implementing Customer Relationship
Management (CRM). But few know the real potential of their Call Center
for improving bottom line and customer service.
THE
LOBUE PERSPECTIVE
Today's line managers and corporate executives have an overwhelming amount
of information available to them to aid in the decision-making process.
Some of the most common challenges expressed by call center managers are
in identifying the 'right' indicators and metrics to measure and then
in interpreting the results and translating that into actions for improved
performance.
Customer-focused companies must consistently meet increasing service level
requirements. LoBue Associates' Contact Center Diagnostic is designed
to gauge whether your Call Center operation has the prerequisites of a
business that is programmed for success. It takes the pulse of your Call
Center and provides you with a report or "diagnosis" of the overall condition
and fitness of the Service and Operational set-up by assessing how well
your organization is currently performing in critical areas compared to
high-performing companies in the Banking industry, in the US, Asia, Middle
East and Europe.
THE
LOBUE APPROACH
LoBue Associates uses a set of templates designed specifically to measure
call center performance. These templates have been developed and improved
over many years of call center projects in major banks in the US, the
Middle East, Asia and Australia. The templates…
-
Cover all the key areas in the 'Balanced Scorecard' from Strategy
through Organization, Customer Satisfaction and Staff Development.
-
Capture qualitative and quantitative results to measure performance
effectiveness as well as efficiency.
-
Are interpreted to report leading and lagging indicators of service
delivery.
Quantitative results reflect critical business performance (metric
by metric) in areas like Workforce Optimization that have a direct
impact on cost per call. There is a separate template dedicated to Technology
that serves to measure how well suited the IT infrastructure is to the
call center strategy and model. Does the technology in place 'Enable'
the delivery of the promised service?
LoBue
Associates presents the results of the Diagnostic to management in the
form of a presentation, as well as a written report.
|
Executive
Summary - the overall condition of the
call center, identifying competitive advantages and potential
disadvantages or opportunities.
Gap Analysis
- Measures areas against a checksheet that includes attributes
and requirements that are present at 'World-Class' Call Centers.
-
Strategy and Organization (includes Customer Experience
and CRM)
- Workforce
Optimization (Forecasting and Capacity Planning)
-
Service Performance Effectiveness & Efficiency (Scorecard
- Quantitative)
-
Technology Infrastructure
-
Qualitative Service Infrastructure
Methodology
Commentary (Qualitative) - LoBue reviews and
comments on the methodologies being applied in critical areas
that drive business performance, such as Capacity Planning
and Forecasting.
Benchmarking Illustration.
- Your Call Center is plotted on a graph against 'Best-In-Class'
call centers based on the overall assessment of service performance
and mode of operation in critical categories.
|
|
For
more
information on this subject, contact
Marketing.
|
