Contact Center Services Update

Peggy GrittSenior Program Manager

Contact Center Services/IT

Welcome!

• Welcome and Introductions• Contact Center Services Overview• Recent Activities and Update• CCS Grant Program Overview NEW!!• IT Help Desk Update• Interview – Peckham Industries• An Agent’s Perspective

Contact Center Services Overview

Program Overview – NISH Offerings

Contact Center Services – NISH Program

Benchmarked Performance

Quality Practice Management Model

State of the Art Hosted Technology

Contact CenterHelp DesksSwitchboardsAnswering ServicesAppointment SettingTech SupportOrder Entry/Fulfillment

Types of Offerings

• Turnkey services • On-site services (at customer location)• At-home services• Assessments of agents and staffing• Training services

Who has contact centers?

Nearly all businesses have… • 1-800 number for inside sales• 1-800 number for customer service• Receptionist or switchboard• Human Resources• Marketing and Promotions• IT Help Desk

Flagship Customer #1 – Department of State

• Contact Center Services Video

Hilary Clinton, Secretary of State, says, “you have an extraordinarily talented team who provide the best possible customer experience to U.S. citizens.”

Flagship Customer #2: IRS

• Example “At Home Agent” or Virtual Model

• 35 agents during off-peak and over 200 during peak months

• 1-800 Tax Forms – answer constituent questions about tax forms

• Security clearances for agents

• Technology provided by partner

Data Center – Partner –Alpine Access

At Home Agent

Flagship Customer #3: Defense Logistics Agency

• Supply Logistics for U.S. Warfighters and Vendors

• Won consolidation project over commercial vendors

• Over 100 customer service representatives with less than 4% attrition

• Nonprofit provides staff at customer location and a disaster avoidance location at own facility

Other Example Customers

• Air Force – 8 Switchboards across the U.S.• VA Hospitals – 18+ Switchboards and Appointment

Setting• Office of the Comptroller of the Currency – 1-800

number for National Bank Consumer Issues

Nonprofit Capabilities

Nationwide Availability

Program Offerings

• Start-up– Business Planning training– Consultation with technology– Grant Program (to be

discussed)– Planning guides, templates

and job descriptions

Program Offerings

• Experienced Contact Center Services Provider– Best Practices Framework - guides and templates for

every operational area– Consultation assistance - statement of work, proposal

development, and technical inputs– Technical proposal formal training course and formal

templates

Recent activities and update

2011

Benchmark Study Update

KPI NISH Commercial

Average Speed of Answer 12.1 Sec. 29 Seconds

Abandon Rate Less than 2% 4%

Service Level 80% answered in 20 Seconds or Less

80% answered in 30 seconds or less

Utilization 82% 51%

First Call Resolution 90.1% 81%

Cost Per Call $2.67 $3.15

Service Quality Score 95.3% 91%

Customer Satisfaction Score 96.3% 89%

Learning Curve Ramp-Up 2.5 months 3 months

Turnover Rate 10% 31%

ServiceLevel

Results

Costs&

Quality

AgentsResults

Higher Performance

Better Quality

Lower Costs

Recent Activity

• Hired Dan Woods, Program Manager –responsibility for building IT Services capabilities and lead on business development in DC area

• Partnership Activity…to name a few– CSC– Booz Allen– SAIC– AFMS

Consolidated Human Resources – Single 1-800#

• Consolidated 1-800 number for the U.S. Army Human Resources Command

• Answer all telephone calls, e-mails, and process mail inquiries

• On-site project at Fort Knox Center for Excellence

• Inspiritec, Inc.

Grant Program Overview

Not tied to an AbilityOne project for Technical or Expertise

$420k

NonAbilityOne Grant Program

TN Vol

Pearl Virtual

Orion

Tommy Nobis

ReadyOne

Adelente

7 Grants = 300 dFTEs

Beacon Group

Meet the Grantees

Will you be ready?

2011 – Will you be ready?

• Tour contact centers in your area

• Attend the Business Planning Course

• Write your Business Plan

• Start building your capabilities

IT Help Desk Services

What is different about an IT help desk? DLA IT Help Desk Consolidation Status

• Technical certifications in Microsoft, Cisco, Databases, and Common Off the Shelf Systems

• Knowledge of or adherence to ITIL Standard• Service Desk Management Solution (tracks IT

trouble tickets, handles escalation rules, and asset issues)

IT Help Desk Consolidation –first phase summer 2011

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Quick Facts about DLA

• FY09, nearly $38 billion revenues (that would be #61 on the Fortune 500 list, ahead of companies like American Express, Dupont, and Coca Cola)

• 25,000+ civilians and military employees.

• Nearly 1,600 weapon systems.

• 8 supply chains and nearly 5 million items.

• Administers the storage and disposal of strategic and critical materials to support national defense.

• Operates in 48 states (minus Vermont and Iowa) and 28 countries.

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DLA Vision for IT Help Desk

Tier 1

Tier 2

Tier 3

Single “ticket” systemOne service levelBasic troubleshootingConsistent escalationsIntegrated reporting

Desktop, network & application support

Program level support

AbilityOne fit

Seven Sites

Interview – Peckham Industries – Matt June

DLA IT Help Desk Preparation –Lessons Learned So Far

From an Agent’s Perspective

Web-based Video Conference with an Agent

Want to get involved?

Here’s how…

Contact Center Services Call to ActionWhat you can do to help reach Extraordinary Results for

Contact Center Services:Business Planning taught by founder of Alpine Access now with 4000+ agents!TOUR a Contact Center in your area

ATTEND a course

WRITE your planSUBMIT a grant proposal (expected Fall 2011)

Contact Information

• Peggy Gritt, Sr. Program Manager– Email (best) pgritt@nish.org– Phone 703-731-0584

• Dan Woods, Program Manager– Email (best) dwoods@nish.org– Phone 703-584-3974

Session Evaluation Information

SESSION TITLE: CC Update

SESSION CODE: BD-W1045