customer bpm workshop - netcall · netcall user events | client confidential 2015 customer bpm...
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![Page 1: Customer BPM Workshop - Netcall · Netcall User Events | Client Confidential 2015 Customer BPM Workshop Neil Kennedy and Adam Mills With guest speaker Angela Yates …](https://reader030.vdocument.in/reader030/viewer/2022020205/5ba0acd109d3f259468d36c2/html5/thumbnails/1.jpg)
Netcall User Events | Client Confidential 2015
Customer BPM WorkshopNeil Kennedy and Adam Mills
With guest speakerAngela Yates
Director of Resourcing Operations, TMP
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Netcall User Events | Client Confidential 2015
Session agenda
• What is Liberty BPM?
• How we use Liberty BPM within Netcall:• Liberty
• Workforce Optimistation (WFO) / Workforce
Management (WFM)
• Customer Experience Management (CXM)
• Electronic Document and Records Management
System (EDRMS)
• How we use Liberty BPM externally:• Unified Agent Desktop
• Outbound campaign scheduling
• Agent guidance
• Case study.
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Netcall User Events | Client Confidential 2015
Liberty BPM - in brief
• Rules-based business process modelling
• Development and run-time environments
• Data integration
• Presentation layer
• Standalone
• Embedded
• Numerous uses.
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Netcall User Events | Client Confidential 2015
Liberty BPM - in brief
• Product Configurator
• Unified Agent Desktop
• CRM, case and service management and fulfilment
• Integration Hub
• Interactive reporting and dashboards
• Business Process Application Builder.
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Netcall User Events | Client Confidential 2015
Liberty BPM – internal Netcall solutions
Examples where no off-the-shelf solution exists...
• Sales configurator
• Microsoft Dynamics CRM dashboards and reporting
• Project management and timesheet processing
• Hosted billing with Dynamics integration.
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Netcall User Events | Client Confidential 2015
Liberty BPM – Embedded
In Liberty and Dialogue Builder:
• Flexible extension beyond
core capabilities
• Surveys
• Friends and Family
• Data cleansing.
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Netcall User Events | Client Confidential 2015
Liberty BPM – Embedded
In WFO/WFM:
• Historic data capture
• API data exports
• Dashboard expansion
• Agent Guidance with Call
Tagging.
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Netcall User Events | Client Confidential 2015
Liberty BPM – Embedded
In CXM:
• Back office data
• Flags
• Integrate with third-party repairs systems
• Speed of access
• Reduction of average handling time
• First call resolution
• Spring-board to launch workflow.
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Netcall User Events | Client Confidential 2015
Liberty BPM – Embedded
In EDRMS:
• Document extractions -
compliance
• ePost with Key Performance
Indicators (KPIs) and teams
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Netcall User Events | Client Confidential 2015
ePost
• Deployment options
• Embedded sitting inside CXM tab
• Standalone alongside EDRMS
• Post Room functionality including:
• Document preview
• Forward
• Clone/copy
• Send to CXM
• File in EDRMS.
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Netcall User Events | Client Confidential 2015
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Netcall User Events | Client Confidential 2015
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Netcall User Events | Client Confidential 2015
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Netcall User Events | Client Confidential 2015
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Netcall User Events | Client Confidential 2015
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Netcall User Events | Client Confidential 2015
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Netcall User Events | Client Confidential 2015
ePost
• Teams
• Groups
• Managers
• Team members
• KPIs and tracking:
• Document history – actions and timestamps
• Document status – original vs current owner
• Service Level Agreements (SLAs) per original group.
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Netcall User Events | Client Confidential 2015
Unified Agent Desktop
• Increase first contact resolution
• Reduce average handling time
• Reduce overall training time and cost on multiple systems
• Reduce the cost of agent resource
• Enhance the customer experience.
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Netcall User Events | Client Confidential 2015
Unified Agent DesktopLocal Government
• Contact Management
• Council Tax, Revs & Bens, Payment
History, Arrears & Schedule
• Geospatial website
• Screen-pop and auto-search
• Notes.
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Netcall User Events | Client Confidential 2015
Unified Agent DesktopLocal Government
• Allotment management
• Raising service requests
• Customer search within invoices system
• View records from existing Document
Management System.
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Netcall User Events | Client Confidential 2015
Unified Agent DesktopLocal Government
• Parking fines and charges
• Environmental health
• Garden waste
• Pest control.
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Netcall User Events | Client Confidential 2015
Liberty BPM - Applications
Welcome
Angela Yates
Director of Resourcing Operations
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Journey to efficiency
Angela YatesDirector of Resourcing Operations
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About TMP Worldwide
We are a recruitment business that
helps private and public sector
organisations to hire and retain the
right people by leveraging each
organisations unique employer brand
• Graduate and apprentice
recruitment
• Volume recruitment
• Senior, professional and specialist
hiring
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Our Recruitment Delivery
Centre• Operational from 8am – 8pm Monday
to Friday• Capacity for nearly 200 Resource
Coordinators• Unplanned absenteeism 3.43% in 2014• Attrition was 3.22% in 2014
Some stats from 2014• 58,074 inbound candidate query calls• 233,615 competency telephone
interviews conducted• C.10,000 video interviews marked• More than 500,000 candidate
applications
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Some of our clients
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Challenge was to
effectively and efficiently…Allocate inbound queries, outbound
telephone interviews, video interview
marking, and recruitment administration to
teams of Recruitment Co-ordinators
Inefficiencies from three shared excel
spreadsheets
• Complex and time consuming to
schedule work
• Data integrity concerns
• Limitation on time-slot allocations for
candidate interviews
• Couldn't sustain rapid business growth
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Like all contact centre environments we are
scheduling tasks to individuals within a time
frame. But...
• Our outbound calls are all time dependant with a pre-arranged candidate
• Multiple clients – with different requirements
• Multiple web based systems (many belong to the client and therefore we cannot integrate with a WFMT)
• Frequent daily changes of work priority
• Our telephony platform is not compatible with a standard WFM
• Bespoke changes to existing WFM solution?
• Long delivery lead times and supplier-dictated scope parameters
• Not the desired answer
Workforce Management (WFM) an answer?
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Liberty BPM solution
A tightly knit team was created to work closely
with Netcall
• Discussed and mapped the business
processes
• Modelled them to the exact requirements
• Agile, iterative and collaborative approach
with the model being regularly reviewed by
TMP
• Stage one
– Delivery of essential functionality
– Deadline met on time and in budget
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A solution that delivers
• Schedules in 5 minute increments
• Successfully addressed system availability and accessibility issues
• No loss of unproductive time
• Real-time information increases the fee recovery rate for each client
• Reduced administration time
– 0.5 FTE saved
– 1 FTE cost avoidance for administration
• More strategic long term planning
• Visibility of telephone interview conversion rates and no shows by Recruitment Coordinator
• Stage 1 ROI within 11 months and delivery of revenue margin
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Summary
• We have created a bespoke TMP resource planning solution which other suppliers could not deliver
• Agile delivery mechanism
– Schedule in 5 minute increments
– Reduced unproductive time
• Improved control with real-time management information
– Cashable 0.5 FTE saving
– 1.0 FTE administration time saving
– Bespoke functionality achieved
– Stage 1 ROI delivered 11 months
• Future stages in planning
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Questions?
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Netcall User Events | Client Confidential 2015
Liberty BPM - Applications
Outbound campaign scheduling
• Utilise hosted call-back and in-house
ContactCentre 59R and Agent Console
• Call lists
• Skills-based routing
• Management Information to evidence
contact/no-contact and rescheduling
• No silent calls - preview vs power
dialling.
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Netcall User Events | Client Confidential 2015
Liberty BPM - Applications
Agent guidance
• Cornerstone of WFO
• Consistent customer experience
• Increase first contact resolution
• Reduce average handling time
and screen-distractions
• Capture MI data for process improvement
and training
• Ease management and tracking/evidence
of compliance.
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Netcall User Events | Client Confidential 2015
Liberty BPM - Applications
• Agent guidance – overview
• Adam Mills
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Netcall User Events | Client Confidential 2015
Liberty BPM - Applications
Outbound campaign scheduling +
agent guidance
• Define who to call
• Match available skills and time of day
• Ensures agent is available
with information to hand
• Consistent and compliant approach
• Capture evidence and information
to support process improvement.
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Netcall User Events | Client Confidential 2015
Neil Kennedy
0330 333 6100
www.netcall.com