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1 Discussion Leader Ann Gray Senior Consultant Gray and Associates Ann Gray is an internationally recognized management consultant, speaker, and seminar.

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Presentation on theme: "1 Discussion Leader Ann Gray Senior Consultant Gray and Associates Ann Gray is an internationally recognized management consultant, speaker, and seminar."— Presentation transcript:

1 1 Discussion Leader Ann Gray Senior Consultant Gray 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. 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 Service Level Consistency

2 2 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

3 3 Critical Success Factors Strategic and Tactical Alignment –Business drivers –Policies –Processes –Targets –Rewards –Resources –Funding Service Level Consistency

4 4

5 5 Forecast Accuracy How accurate does the forecasted load need to be? Properly planned staff? Service Level Consistency

6 % below 44% 39% at 60 to 84 31% above 84% 15% within +/- 5% Service Level Interval Grouping Service Level Consistency

7 7 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: – 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

8 8 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

9 9 Agent Impact Agents Responsibility –AHT (Talk + Wrap) –Adherence to Schedule –Quality Team Leads and Supervisors –Contribution to Service Level attainment Service Level Consistency

10 10 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


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