1. NATIONAL IT AUTHORITY MODULE 5 PROCESS HANDLING SKILLS AND KNOWLEDGE

2. NATIONAL IT AUTHORITY Introduction  This Module Covers the Process of how a BPO staff carries out their work from one step to the next. It also demonstrates the importance of understanding the effectiveness of a good Business process and work flow.

3. NATIONAL IT AUTHORITY What is a Business Process? A collection of related, structured activities or tasks that produce a specific service or product (serve a particular goal) for a particular customer or customers.

4. NATIONAL IT AUTHORITY Functions.  It is the map by which any product or service is achieved.  It serves as the bench mark for setting and achieving quality  It dictates the way an organization carries out its operation on a day to day basis.

5. NATIONAL IT AUTHORITY Example From receiving the call→ logging the details in a CRM→ taking the order→ transferring the call to a another agent who takes the final order→ then logs all the details → and has the product delivered to the client

6. NATIONAL IT AUTHORITY Work Flow What is Work Flow? It is a depiction of a sequence of operations declared as work of a person, a group of persons, an organization of staff, or one or more simple or complex mechanisms.

7. NATIONAL IT AUTHORITY Importance  Increased Organizational efficiency  Enhanced competitive advantage  Increased ability to adhere to internal and external regulations  Enhance process control and reporting  Improved customer service  Productivity gains through load balancing

8. NATIONAL IT AUTHORITY Example.  In machine shops, particularly job shops and flow shops, the flow of a part through the various processing stations is a work flow.  Insurance claims processing is an example of an information-intensive, document-driven workflow.

9. NATIONAL IT AUTHORITY Client Process Comprehension using Work Flows.  Work flows are very crucial in enabling a BPO to effectively deliver its services to clients in a voice based BPO as well as a non voice based BPO.  The Work flow is crucial in all aspects of a BPO operation and they are at the core of what a particular BPO stands for as far as productivity is concerned.

10. NATIONAL IT AUTHORITY Work flow in Tele Marketing. Prepare for the call → Open the call→ Listen→ Ask effective questions→ High light product benefits → Trial close→ Handle sales challenges→ Close call

11. NATIONAL IT AUTHORITY Work Flow in Help Desk The help desk typically manages its requests via help desk software, such as an incident tracking system that allows them to track user requests with a unique ticket number. This can also be called a Local Bug Tracker (LBT).

12. NATIONAL IT AUTHORITY Workflow in Payroll/HR Back Office Human Resource KPOs offer services such as payroll processing, benefits and pension administration, employee database management, recruitment and training support and exit administration.

13. NATIONAL IT AUTHORITY Working Through Data Bases Certain BPOs require working through huge databases to offer valuable services to their customers. e.g.: Patentability Search, Invalidation Search, Freedom to Operate Study.

14. NATIONAL IT AUTHORITY Using CTI,ACD and Dialers Computer Telephone Integration (CTI) This is the linking of information from the telephone system (such as the caller’s telephone number) with information from the company’s computer database

15. NATIONAL IT AUTHORITY Automatic Call Distributor (ACD) Capabilities of ACD:  Greet Caller  Collect Caller Information  Provide IVR  Help Supervisor in Monitoring and Reporting.

16. NATIONAL IT AUTHORITY A Dialer A dialer is used when agents make outbound calls.  Used to establish contacts with customers, especially in telemarketing, telesales, collections follow-up, and service follow-ups.  Automatically dials up contacts from a database

17. NATIONAL IT AUTHORITY Types  Preview Dialers- display the contact’s information to an agent before dialing  Progressive Dialers- Increase agent productivity by automating the job of dialing up the customers.  Predictive Dialers- can predict when an agent would complete a call, based on real-time and historical statistics, and dial before an agent completes the current call

18. NATIONAL IT AUTHORITY Logging Orders and Call Branching. The emergence of call logging was a result of the security concerns amongst clients, particularly the insurance and risk management clients, who wanted a recording of all transactions to feel safe and be able to verify the critical conversations.  The call logging system should allow you to build rules for triggering a recording based, on the type of customer who calls, the duration of calls, or whether it is an inbound or an outbound call.

19. NATIONAL IT AUTHORITY Call Branching Call branching generally relates to systems and methods for network switching, and more particularly to efficient call routing in a telecommunications system.

20. NATIONAL IT AUTHORITY Task Escalations Factors that impact customer satisfaction and retention include;  Task or call escalation- You need to analyze how to develop a call center objective based on this factor. To do so, first you need to know about your current performance for escalated calls.

21. NATIONAL IT AUTHORITY Reporting Reports help;  inform management and employees about performance.  identify if corrective action is necessary or if changes in measures and goals are required.  produce timely and useful information, illustrate trends, and highlight differences. It is a well-established fact that all organizations plan.  have goals and have plans to achieve those goals. Reporting involves;  Evaluation of the preparation and underlying assumptions  presentation of the prospective financial statements.

22. NATIONAL IT AUTHORITY Quality and Productivity Metrics. Operating areas or call centers require metrics or Key Performance Indicators (KPIs) to assess their quality and productivity. The general KPIs of an organization are productivity metrics, quality metrics, and satisfaction metrics.