discussion leader ann gray senior consultant gray and associates
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Discussion Leader Ann Gray Senior Consultant Gray and Associates. Service Level Consistency. - PowerPoint PPT PresentationTRANSCRIPT
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Discussion Leader
Ann Gray
Senior ConsultantGray and Associates
Ann Gray is an internationally recognized management consultant, speaker, and seminar leader. She brings an exciting and effective combination of passion, experience, knowledge, and energy to every engagement.
While leading or working as part of a team, Ann has contributed to the success of organizations ranging in size from a few employees to thousands. Her experience spans several industries including financial, insurance, retail, medical, and technology. A sample of the clients she has worked with includes BECU, Abbott Labs, Farmers, Wells Fargo, Momentum Telecom, Georgia Power, 21st Century, and Starbucks.
Ann’s work focuses on the multiple delivery channels of the overall customer experience and encompasses strategic planning, operations management, and performance maximization. For over fourteen years she has helped organizations define and reach their customer experience goals through projects involving customer contact planning and management, quality assurance, sales, retention, and training and development.
She has worked throughout the United States, England, and South Africa. Ann received her undergraduate degree in Business Administration from Dallas Baptist University. She is a Senior Consultant with Gray and Associates. [email protected]
Gray and Associates work focuses on the multiple delivery channels of the overall customer experience and encompasses strategic planning, operations management, and performance maximization. Independent consultants since 1994, the team has helped organizations define and reach their customer experience goals through projects involving customer contact planning and management, quality assurance, sales, retention, and training development and delivery.
www.grayandassociates.net 877-888-8704
Service Level Consistency
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Topics
• Critical Success Factors– Strategic and Tactical Alignment– Forecast Accuracy– Real-time Management– Agent Impact
• Myths and Mirth in Service Level Management
• Best Practices – Application and Results
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Critical Success Factors
• Strategic and Tactical Alignment– Business drivers– Policies– Processes– Targets– Rewards– Resources – Funding
Service Level Consistency
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Interval Service Level
05
101520253035404550556065707580859095
100105
Time of Day
Serv
ice L
evel
Mon 63% Tues 96% Wed 93% Thur 80% Fri 89%
Service Level Consistency
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Forecast Accuracy
• How accurate does the forecasted load need to be?
• Properly planned staff?
Forecast Deviation Impact to Staff Requirements
8489
9499
104
0
50
100
150
200
250
300
350
400
450
500
550
0
10
20
30
40
50
60
70
80
90
100
110
Calls Forecasted Calls Actual Staff Required
Service Level Consistency
6
2
3
3
6
16
20
35
43
60
67
70
73
74
74
76
81
82
84
92
93
95
95
99
99
99
100
31% below 44%
39% at 60 to 84
31% above 84%
15% within +/- 5%
Service Level Interval Grouping
Service Level Consistency
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Real-time Management• First Rule: Accurate Forecast and Properly
Resourced
• Planned and consistently applied
• Small centers vs. larger
• Multiple Tiers (scalpel or hatchet?)
• Partnerships – barter, trade, negotiate
• Education
• Examples:– Email Reps – Chat Reps – QA Reps – Trainers – On Call/Remote Reps– Outsourcer partner– Reps service only; no sales*– System invites “call back”*– Delay discretionary post call work*
*use cautiously
Service Level Consistency
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Myths and Mirth
• “We exceeded our SL today ---Hooray!”
• “Don’t worry about the last few half hour….we can make it up tonight when it is slow”
• “Our ASA was only 15 seconds. We’re doing so much better than our SL of 30 seconds.”
• Quick – do something – there are calls in queue!”
• “I know I stayed too long on break. I’ll take a shorter lunch.”
• My Talk Time has really been long so far this morning. I’m going to need to do my Wrap up work on my lunch break so I don’t get into trouble for exceeding my AHT target.
• “Here are your stats for the hour”
• “Those guys at the Control Desk must be sleeping…can’t they see there are calls in queue?”
• Others?
Service Level Consistency
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Agent Impact
• Agents Responsibility– AHT (Talk + Wrap)– Adherence to Schedule– Quality
• Team Leads and Supervisors – Contribution to Service Level attainment
Service Level Consistency
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Best Practices Applications and Results
• Service Levels for all contact types must drive all planning and budgeting.
• Properly funded• Responsibility and accountability at all levels and
process ownership points• Planned, tiered, well orchestrated real time
management plan• Postmortem
Service Level Consistency