Call Centres - that is of itself Inside-out. How you may be measuring the wrong things.

When you say "call center" what do you think of?

Yes just that somewhere to receive and process calls from that most inconvenient of sources - the customer. To compound matters we then measure the efficiency of a call center based on production/factory metrics that tell us how quick/slow/effective/productive we are in dealing with calls. Doh.

The call center is just another customer interaction point, or Moment of Truth and should be optimized accordingly. Is everything going on in there helping to achieve a Successful Customer Outcome (SCO)? or we just trying to maximize calls per hour, average handle times, abandoned rates, increase associate productivity, and so on.

A recent discussion in a thread purporting to be about the customer experience suggested these following measures for the enlightened call centre. How many are factory output measures, and how many are actually constructively helping to achieve a SCO?
Try marking in red factory and green for SCO. Yes I know, hopeless isn't it?

Next time we will review a case study of someone operating an Outside In Customer Experience Centre. I like that - what about you?

Typical measures in a call centre...
Average Handle Time
Adherence to Schedule
Quantity/Quality of Work (Errors)
Occupancy
Service Level (Thresholds for Volume, Average Speed of Answer, ABD%)
Call Quality (Score)
First Call Resolution
Voice of Customer
Self-Service Usage (vs. Inbound Usage)
Cost Per Call
Training Hours (% of Working Hours)
Labor Turnover
Forecast Accuracy
Revenue Generation
Span of Control
360 Degree Satisfaction (Engagement)
Leadership Effectiveness
Succession Planning

PEX Annual Florida this month




The BP Group is proud to be participating in the 14th Annual PEX conference in Florida this month.

One of the highlights of the event include the PEX Awards Showcase.

PEX Network proudly presents our re-invented, customer-centric Global Awards Ceremony. From November to January our judges have carefully selected the winning applications through shortlisting processes and rigorous interviews. On Monday 21st January the finalists will compete head to head with the winners announced on Tuesday 22nd January.
 
Join with us to celebrate the year’s most successful practitioners and hear from our global practitioner community and their thoughts on the winners and runners up in our traditional categories, as well as our newest addition Most Customer Centric Initiative and the newest criteria component to each category – customer delivery!

Entering the Lions Den of Judges on Monday 21st January we have:

Award for Best Deployment Leader - finalists
Rod Hill, JEA
Ms Subi Sethi, Genpact Ltd
Jerry W Green, Phytel
Yew Ker Ling, SingTel

And SIX other categories with organisations including:
Business Process Management
Best Project Under 90 Days
BSH Ev Aletleri Sanayi ve Ticaret
Scottsdale Healthcare
SingTel
Cenovus Energy Inc.
TELUS
JEA
VA/SPAWAR CH33 LTS Team (Modus 21)
SingTel

Quattor-Braskem

PPD, LLC
Best Project Over 90 Days
Greatest Improvement
Braskem - UNIB 2 RS
Scottsdale Healthcare
Texas Health Prebyterian Hospital Dallas
Texas Health Presbyterian Hospital Dallas
SingTel
DTE Energy
CIBC
State Farm Insurance Company
Coca-Cola Refreshments, North America
Value, Sustainability & Innovation
Warid Telecom
SingTel
Best Start Up
Abu Dhabi Department of Transport
EMC Corp
Braskem America, Inc.
NCB Capital
BRASKEM Aromatic UNIB 1 BA
Phytel
Globe Telecom
Roche Pharmaceuticals


The BP Group team will be there and if you haven’t registered your interest there’s still a few days to go – visit http://bit.ly/QMDwfN

You can also sign-up for the PEX BP Group Certified Process Professional two program on the Thursday and Friday. We have sold out already however if demand is there we’ll get you in! http://bit.ly/QMDwfN


BP Group Certified Process Professional - Global Q1 program


North America (NAM) - The Certified Process Professional
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BPGroup Update Number 1 - 2013

We're back up and running….


GLOBAL CERTIFIED PROCESS PROFESSIONAL PROGRAM
for the start of 2013 at http://www.bpmrus.com

CONFERENCE USA Join us in Orlando for the PEX Annual Conference
Fantastic speakers/terrific networking/global Award winners
http://www.pexweek.com/Event.aspx?id=798852

ANNUAL SURVEY (all participants get the complete results)
Just 5 minutes/10 questions :-)
http://conta.cc/XWJVHC

LATEST ARTICLES - THE TWO TAP TAXI APP?!
Read the latest articles and submissions on Linked In
http://linkd.in/BPGroupEst1992

CONFERENCE INDIA NASSCOM
http://www.nasscom.in/india-leadership-forum-2013

And do let us know about our new look website.
http://www.bpgroup.org

Cheers
Steve