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Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group.

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Presentation on theme: "Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group."— Presentation transcript:

1 Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

2 Tim has honed his expertise by working closely with and advising some of the worlds most recognized service organizations

3 World Class is NOT something you deliver, it is a RESULT of something you are John DiJulius

4 Measurement Traps 1.Focused on Self 2.Looking Backwards 3.FAITH in Numbers 4.Gaming the Metrics 5.Sticking TOO Long HBR Oct 2009

5 Internal Measures Not Connected with the Customer or Competition Why does the customer care?

6 Service Level/ASA Is the door open when promised? How much of my time are you willing to take? Should I begin to look for an alternative?

7 Abandon/Answer Rate Im too busy right now I dont have tolerance for wasting time I have alternatives

8 Too Much Time Spent Analyzing the Score More Time On the Game Film and Moving Players

9 Svc Level ASA Abandon Adherence What is Planned? What do I Have? What is Down the Road? …Adjust Based on Future NOT Past

10 Measures Put In Place Because Everyone Else Does It Understand That Size Makes Call Centers Different

11 25 calls 7 Agents 60% Occ 50 calls 12 Agents 70% Occ 100 calls 21 Agents 80% Occ 300 calls 57 Agents 88% Occ 80/20 SLO 250 Second Talk Time 50 Second ACW Savings of 2 Agents Savings of 7 Agents Savings of 27 Agents

12 Measures With Holes That Lead to Excuses Wishful Thinking and Denial …Beyond the 4 Walls

13 GATEWAY - I Built This Company, I Can Save It – Fortune Magazine Many of these changes hurt more than just morale. They hurt business. For example, one policy put a time limit on customer-service calls; reps who spent more than 13 minutes talking to a customer didn't get their monthly bonuses. As a result, workers began doing just about anything to get customers off the phone: pretending the line wasn't working, hanging up, or often -- at great expense -- sending them new parts or computers. Not surprisingly, Gateway's customer satisfaction rates, once the best in the industry, fell below average. What's more, many customers stopped recommending Gateway to their friends and families; Gateway's referral business -- once 50% of total sales -- fell to about 30%

14 Comparing Apples to Watermelons and the resulting AVERAGE Give leaders the tools to COACH the solution

15 7 Hours of Phone Time Caught on 3 Long Calls a Day (5 mins) 30 Minutes of Other Non- Adherence Time per Day 20 Minute AHT 7 Hours of Phone Time Caught on 3 Long Calls a Day ( 20 mins) 30 Minutes of Other Non- Adherence Time per Day 5 Minute AHT 79% 89%

16 Herb Kelleher On Coaching… You don't have time to do anything else until you accomplish that; focus all of your time and then the rest of it will fall into place and be easy.

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18 Why cant we hit our numbers?

19 Survey Says… 1.Were understaffed 2.Cant pay enough 3.Reps dont care 4.Other departments 5.Our systems 6.Senior management

20 Metrics Prove Youre Under Staffed… In Advance

21 Cant afford to pay them enough? Focus On Culture - Buy The Book...

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23 Thinking like that distinguished our Customer Service Champs from the rest of the field

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26 Survey Says… 1.Were understaffed 2.Cant pay enough 3.Reps dont care 4.Other departments 5.Our systems 6.Senior management Customer Service Vs. Customer Experience

27 Senior Management Just Doesnt Get It…

28 Metrics As An Advantage They Target NO Service

29 For your consideration 1.Diet and Exercise 2.Focus on WHAM 3.Outside the fishbowl 4.Inside the box 5.Your frothing line 6.Invest in YOU

30 You Cant lose 20 pounds in a day

31 Well Hear Alter Modify

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33 Dont ignore whats in the box…

34 Draw Your Frothing Pitcher Line

35 Genesys Performance Management and Analytics: Driving the Business Sue Harkreader, Director Product Management October 29, 2009

36 Contact Center at the Service of the Business Contact Center Leaders Goal: Make a difference in the business…and prove it. We find that our customers need to speak the language of business, which isnt usually queues. oServices successfully offered to our at risk customers oTasks that are overdue oMost active product segment Their success measures are evolving to be business results which is more than ASA and AHT. oIs this customer going to be a promoter of the business? oWhat was customer effort to resolve their request? Contact Center Leaders Job: Fix the inevitable problems Consistent message Do not take my details away, they are required for root cause. Growing trend to look for outliers that anticipate hitting thresholds.


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