call center tools

7/29/2019 Call Center Tools

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OPEN SYSTEMS VIEW OF SERVICEOPERATIONS:

TOOLS FOR CALL CENTERS

TIMOTHY AUSTINE E. BUCAO

B.S. Engineering Management - 4


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+Open Systems View of Service

Operations

Customer Demand

Perceived needs

Location

Service operations manager

Production function:

Monitor and control process

Marketing function:

Interact with consumers

Control demand

Service Process

Consumer participant

Consumer Provider

interface

Service Package

Supporting facility

Facilitating goods

Explicit services

Implicit services

Evaluation

Criteria

Measurement

Service

Personnel

Empowerment

Training

Attitudes

Communicate

by advertising

Schedule

supply

Alter

demand

Define

standard

Modify as necessary

Basis of

selection

Control

Consumer arrivals

(input)

Consumer

departures

(output)

Monitor


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+Service Package

How the SOM determine the feasibility of a givenservice package?

How will the SOM initially gather the data forLP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statisticaldeviation?

How will the SOM select the best location for theCall Center?

Given the initial data on facility location, how willthe SOM know if the decision based on locationdata is accurate

LP/GP/DP, Scoring Models

Statistical Hypotheses and

Analysis

CSF rating method, Center of

Gravity, Geographic

Information Systems, Network

Flow, Correlation Analysis,

Demographic Analysis

RN Generation -> Simulation


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+Service Package

How will the SOM layout the facility to help make

its service personnel more productive?

Given the preliminary decision of the service

package aggregate, how will the SOM know if

the given efforts have a significant value (e.g.

rate of return)?

How will the SOM manage facilitating goods of

the call center (such as computer parts andsystem) in order to ensure the continuity of the

business?

Line balancing, Ergonomics,

Time and Motion Study

Financial Analysis: NPV, Value

Analysis

Inventory models, EOQ, ROP,

ABC Classification of

Inventory, Supply Chain

Management


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SERVICE

PERSONNEL


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Operations

Customer Demand

Perceived needs

Location




Marketing function:


Control demand

Service Process


Consumer Provider

interface

Service Package

Supporting facility

Facilitating goods

Explicit services

Implicit services

Evaluation

Criteria

Measurement

Service

Personnel

Empowerment

Training

Attitudes

Communicate

by advertising

Schedule

supply

Alter

demand

Define

standard

Modify as necessary

Basis of

selection

Control

Consumer arrivals

(input)

Consumer

departures

(output)

Monitor


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+Service Personnel

How will the SOM make sure that the servicepersonnel supplies of the Call Center aresustained?

How will the SOM determine the work assignmentand schedules of the agents?

How will the SOM initially gather the data forLP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statistical

deviation?

How will the SOM structure compensation andbenefits in a way that will boost productivity andminimize overhead?

Marketing, HR Management

(Training, Motivation, Career

Development), Supply Chain

Management

LP/GP/DP, Assignmentschedule (managing capacity)


Analysis

Financial Analysis- NPV,

Contribution Analysis, etc.,

Value Analysis


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+Service Personnel

How will the SOM select the best value training forits employees?

How will the SOM measure the performance of theemployees?

Recruitment, Selection, Employee Legislation,

Discipline, Development, Training, RewardsSystems

How will the SOM break the employees intochange?

HR Management, Financial

Analysis, Value Analysis

Inventory models, Statistical

analysis (e.g. output per

period of time, number of calls

answered, average time to

resolve a call, absence rate,

turnover rate, human capital

ROI, etc.)

Change Management (e.g.

Lewins 3 Step Procedure of

Change, Kotters Change

Management Model


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+Service Personnel

How will the SOM make the processes more

productive for the employees?

How will the SOM know the potential recruitment

base of the call center?

How will the job description/ expectancies and

reporting requirements of the employees beclarified?

Ergonomics, Time and Motion

Studies

Market SegmentationDemographics, Behavior,

Psychographics

Statement of Work, Work

Breakdown Structure,

Responsibility Assignment

Matirces


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CUSTOMER

DEMAND


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Operations

Customer Demand

Perceived needs

Location




Marketing function:


Control demand

Service Process


Consumer Provider

interface

Service Package

Supporting facility

Facilitating goods

Explicit services

Implicit services

Evaluation

Criteria

Measurement

Service

Personnel

Empowerment

Training

Attitudes

Communicate

by advertising

Schedule

supply

Alter

demand

Define

standard

Modify as necessary

Basis of

selection

Control

Consumer arrivals

(input)

Consumer

departures

(output)

Monitor


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+Customer Demand

How will the SOM understand if current supply

meets current demand?

How will the SOM initially gather the data for

LP/GP/DP, etc. and make sure that they are

non-biased and are adjusted for minimal

statistical deviation?

How will the SOM make sure that supplies are

sufficient for demand so that it doesnt outstripthem?

LP/GP/DP

Statistical Hypotheses andAnalysis

Forecasting Methods - Nave,

Simple Moving Average,Exponential smoothing, Linear

Regression


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SERVICEDELIVERY


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Operations

Customer Demand

Perceived needs

Location




Marketing function:


Control demand

Service Process


Consumer Provider

interface

Service Package

Supporting facility

Facilitating goods

Explicit services

Implicit services

Evaluation

Criteria

Measurement

Service

Personnel

Empowerment

Training

Attitudes

Communicate

by advertising

Schedule

supply

Alter

demand

Define

standard

Modify as necessary

Basis of

selection

Control

Consumer arrivals

(input)

Consumer

departures

(output)

Monitor


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+Service Process

How will the SOM understand if the currentprocess meets the demands of the customer aswell as the demands of the service buyer?

How will the SOM initially gather the data forLP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statisticaldeviation?

How will the SOM effectively understand thedeviations of a service (inter-arrival time and

service time) to effectively manage and improvethe process?

How will the SOM effectively know if the conceptshe took from the queuing and inventory studies areaccurate (process design)?

LP/GP/DP


Analysis

Queuing and inventory models

RN Generation -> Simulation


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+Service Process

How will the SOM help the system in managing

the deviations in service time of the customer?

How will the system of the vendor tie-up with the

system of the buyer in order to make sure that

sufficient information is exchanged between

them?

How will the SOM make sure that the current

service process meets the required volume of

the buyer?

Management Information

Systems (e.g. filtering

systems, pre-selected

answers and procedures)


Systems

Project Management: Gantt

Chart, Network Diagrams,

Quality Tools (Fishbone, check

sheet, run chart, histogram,

Pareto chart, flow chart)


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+Service Process

How will the SOM make sure that they meet the

SLA?

How will the SOM identify potential problems for

the process?

In an event of a major overhaul of the process,

how will the SOM handle this?

In the event of a process overhaul how will theSOM make sure that the new system and its

components meet volume and cost

requirements?

Service Quality Gaps Model,

SERVQUAL Model

Failure Mode and Effects

Analysis, PPA: Kepner-TregoeMethod

Business Process

Reengineering

Capacity Planning: Break-evenAnalysis, Approaches to

Capacity Expansion, Decision

Tree, NPV, AHP


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+Service Process

How will the SOM make sure that the processmeets requirements?

How will the SOM schedule the processing of thecalls of the customer?

How will the SOM make the process productive as

much as possible for the employees?

How will the SOM make sure that the processaccomplishes more in a minimum span of time atthe most efficient cost?

Process Analysis and Design:

Flow Diagrams, Time-function

mapping, Process Charts,

Work Flow Analysis, Service

Blueprinting

Scheduling System,

Assignment Method, Priority

Rules (FCFS, SPT, EDD,

LPT), Johnsons Rule

Ergonomics, Time and Motion

Studies

Line Balancing


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+Service Process

How will the SOM effectively reduce time to

service or increase productivity in scenarios

wherein the call center is at a significant deficit

with the requirements of the buyer?

How will the SOM manage client accounts so as

not to interfere with productivity and schedules?

How will the SOM make sure that cirtical

information is available to internal stakeholders?

How will the SOM determine the most efficient

network structure for its operations?

Project Crashing

Project scheduling: Network

Diagrams, CPM, Gantt Chart

Enterprise Resource Planning

System, Decision Support

System

Network Optimization Models,

Gravity Methods for Location


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+EVALUATION


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Operations

Customer Demand

Perceived needs

Location




Marketing function:


Control demand

Service Process


Consumer Provider

interface

Service Package

Supporting facility

Facilitating goods

Explicit services

Implicit services

Evaluation

Criteria

Measurement

Service

Personnel

Empowerment

Training

Attitudes

Communicate

by advertising

Schedule

supply

Alter

demand

Define

standard

Modify as necessary

Basis of

selection

Control

Consumer arrivals

(input)

Consumer

departures

(output)

Monitor


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+Evaluation

How will the SOM determine what metrics are to

be used in evaluating the performance of the

Call Center?

How will the SOM translate the results of the

evaluation in a language more suited to top tier

executives of both the buyer and the vendor?

How will the SOM gather such data?

Queuing models, Inventory

models, Financial analysis,

Balanced Scorecard, HR

Management

Statistical Analysis, Charts (

Control, Histogram, etc.)


Systems (e.g. ERP, StatisticalHypotheses and Analysis,

Gaps Model, SERVQUAL

Model

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