Call Center Capability Assessment

Why Assess and Benchmark ?

• Provide a basis for aligning Contact Centre with defined Corporate Business Strategies

• Disciplined and Structured Approach

• Clearly identifies areas of Weakness / Strengths

• Examines Contact center relationship with other business units

• Identifies Opportunities for Cost Reduction or Revenue Generation

• Measures Contact Centre performance against International and National Best Practices

• Benchmark against competitors

• Guides Development Planning & Budgeting

www.faneratech.com

Call Center Assessment

Model

Design

Organization

Customers

Strategy

Performance CRM

Reporting

Policies and Procedures

Technology

The Model

Step I : Operational Assessment

• An on-line, web-based contact centre assessment tool

• DIY or Consultant-assisted

• Assessments driven by the consensus of the contact centre management team

• 10 Years of constant development and refinement

• Deployed on 773 sites worldwide

• South Africa, New Zealand, Australia, USA, Canada, UK, China and the Middle East.

• Built on globally recognised contact centre standards and ‘Best Practice’

By:

SnapshotZ is primarily a management tool for customer service / contact centers. Primary uses are: • A Dashboard for the health of the center • Reference for best practice guidelines – A management guide for

customer service • A task Management tool specific to contact center management and not

available with any other application or program. • A Team and location comparison tool • A Planning tool to conduct SWOT analysis • A Review and performance monitoring tool for comparison from period

to period • A Reporting tool for senior management and boards • The tool has benchmarking capability

Step I : Operational Assessment

Step I : Operational Assessment

8 Primary Sections

of your contact

centre

29 Sub-Sections

700 Variables Scored against

globally recognized best practice

Global Users by Sector

Based on 773 users

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

1: Confirm Snapshotz Licence, Username & Password

2: Identify team members for group and individual assignments

3: Run pre-Assessment checklist / Obtain all required documentation

4: Assign specific sections to individual team members as required

5: Carry out assessment either as a group (consensus assessment) or by individuals designated to specific sections

6: Project Leader or Manager views assessment progress and can add commentary, assign tasks etc.

7: Completed Snapshotz assessment will clearly show areas of strength and weakness and prioritisation

8: Develop action plans and remedial interventions

9: Carry out regular re-assessments and reviews

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

Step I : Operational Assessment

Why Snapshot ?

• A “Do-It-Yourself” web application; • Contrary to traditional offers; can be completed fairly quickly; • Task assignment capabilities that ensure involvement from key functions

( inbound, outbound, back office ) distinguishes the application from others; • Uses data from contact centers globally including Middle East and Asia unlike

academic based US systems; • Majority of users from the service industry; this is reflected in the benchmarks • Minimal involvement by external consultants; • Consultants on the ground to provide support and assistance ; • Strong technical competency from IST Networks, the leading Contact Center

solution provider in MENA; • Strong customer service and delivery channel competency from FANERA LTD,

the leading operational efficiency consultants in MENA; • Licensing allows repeated use ( typically every 6-months) • The most competitively priced application in MENA based on SaaS features. • Multiple pricing options that are soft on budgets.

Organization

• Review of existing policies, procedures, standards

• Reporting relationships

• Roles and responsibilities

• Interdepartmental relationships

• Staffing in relation to load and capacity

• Agent skills

• Incentive scheme

• Training and development

• Career planning

• Electronic/Paper product manuals

• Performance evaluation metrics

• Workforce distribution

Policies/Processes/

Procedures

• Inbound

• Outbound

• Blended

• Contact Handling

• Manual vs. automated

• Lead generation

• Workflow management

• Complaint management

• Campaign Management

• Service standards

Performance

• Lead generation

• Complaint handling

• Telesales Success Rates

• Agent productivity

• Agent occupancy

• Agent turnover

• Call Quality

• Agent utilization

• First call resolution

• Sales conversion rate

• Customer satisfaction ( based on available research)

• Service Level ( Against selected benchmarks)

• Capacity Planning

Step II: In-depth Analysis of top 5 Key Focus Areas

Technology

•PABX

•ACD

•Routing rules

•IVR

•CTI

•Contact Management

•Workflow Management

•Workforce Management

•Campaign Management

•Lead management

•CSR/Supervisor/Mgr. Applications

•Systems Integration

•System Administration

•Agent application / user interfaces

•Scripting

•Alerts/messages

•Security

•Voice and text Logging

•Fulfillment module

•Training / Simulation

•Systems support

Reporting

•Monitor service quality

•Track schedule exceptions

•Evaluate CSR , supervisor ( team /group leader ) performance

•ACD statistics & queuing statistics;

•WEB requests statistics

•Dialer and Campaign Statistics

•Voice Logging Statistics

•IVR statistics;

•Email requests statistics

•Real-time

•On demand

•Scheduled

•Call Information

•Event Information

•Reporting Interval

•Details reports

•Summary Reports

•Shift

•Daily / Weekly /Monthly

Operational Risk

• Telephony

• Data

• Service Level

• Recording

• Processes

• Identification

• Authentication

• Financial transactions

Quality Control

•Customer interaction

•Call flow

•Sales

•Marketing

•KPIs

•Agent knowledge

•Process efficiency

•Customer satisfaction

•Call monitoring

•Analytics

Step II: In-depth Analysis of top 5 Key Focus Areas

The CRM review examines the following aspects: • Central data repository / datamart • Demographic (age, gender, cultural level, marital status, etc.) • Ownership of bank's product/services • Product/services usage (balance, transactions, etc.) • Global variables : profit, cost, risk, assets, liabilities • Relationship with the bank: segment, portfolio, etc.

Static / dynamic data mining Decisioning: source, input, output integration with call center agent application Analytics : Automated with models/parameters vs. manual or semi-manual Single vs. varied view of customer across channels – update of call center engine Use of analytics in marketing/sales campaigns. Comparison with sales conversion rates Customer profile – display on agent screens; assess upload of propensity for

products/services Use of customer data in retention and acquisition through the call center

Step II: In-depth Analysis of top 5 Key Focus Areas

Step III: Certification

Certification Level

Description Certification Grading

Level I Self Assessment conducted by organization without verification by external party

Non certified No Grading available

Level II

Onsite Facilitation through assessment

Certified Grades apply after assessment

Level III Audit conducted by independent expert on site

Certified Grades apply after assessment

Step III: Certification

Grade Level Description

Requires substantial work to attain certification

On path to certification

Certified

Certificate awarded by

Contact Center Experience : Representative List of Banking Clients – Global

Contact Center Experience - Representative List of Banking Clients* – Middle East

*Operational and Technical Projects

New Akharia, Salah Eldin St Tower 2,2204 Riyadh, SAUDI ARABIA Tel: +966 1 473 7326 www.istnetwroks.com

Cyprus - Head Office 1, Poseidonos Street, LEDRA BUSINESS CENTRE, 2406, Egkomi, Nicosia, Cyprus Tel: +30 690 9542288 www.faneratech.com