process assessment example

Goals

• Increased Transparency – into workflow and agent performance.

• Workforce Management – insight and control of WFM

• Metrics Accuracy – consistent and accurate metrics that users trust

• Efficiency & Throughput – climb beyond the current plateau

• Volume Anticipation – capacity reserve for new business

• Workflow Evaluation – assessment against our industry experience

• Grow Business – attract additional business from internal clients

• Desktop Redesign – initiative to revamp the agent desktop

People Process Technology

Analysis

• Competent and Well-Intended People – from agents to management

• Excessive Cut-and-Paste – systems -> Notepad -> systems/ emails/ Excel

• Redundant Entry – systems, logging, spreadsheets, emails, QA

• Metrics Issues – distrust of stats = disputes and duplicate tracking.

• Multiple Lookups – external systems including assigned rep, prefixes, product availability, and projects

• Manual Work Assignment – postmasters distribute work

• No Task Ranking – work not prioritized

• Workstation Inconsistency – no standard workstation image

• Siloed Organization – Specialized queues across similar skill sets


Analysis

• Inconsistent Methodology – little sharing of templates, methods, and best practices

• No Formal Training Programs – learn by shadowing

• Long Feedback Intervals – inter-day agent performance feedback lacking

• Multiple Tracking Applications – redundant entry in 5+ systems

• Order Pre-check Lacking – no scrubbing of resolved or ineligible work

• Cumbersome Systems – not conducive to common data entry tasks

• Email Over-reliance – used as defacto queuing and tracking tool

• Chat Not Optimized – chat in infancy at current 1:1 ratio.



Current Workflow

BCOM BBOT

Work

CL /IL

B/A Cross

-subs ACE

BULK

DCAM

Chg

Own BSP/

TSP

PBO

Inbound Work 5 systems + email sources.

Completed Work

Solution Overview

Single Team• Cross Trained• Load Balanced

Single Queue• Scrubbed• Prioritized• Filtered• Postmasters

Eliminated

Single View• Reporting Portal• Near Real-Time• Automated

Logging• All Geographies

Single Approach• One Desktop

Image• Standardized

processes• Standardized

training curriculum

Single Vision• Continuous

Measurement• Continuous

Improvement


1. Implement Virtual Intelligent Robotics

• BOTS automatically work various common format lists without error and with minimal human intervention.

• Automate common transaction types entirely

Our Solution


2. Create Work Queue Application

• Extract work from multiple sources to single work queue

• Pre-process work queue to eliminate “touches” and ineligible work

• Filter incoming work by time-zones

• Rate and track work-in-queue for effort and type to predict capacity and skill requirements (WFM)

• Eliminate postmaster role

• Eliminate manager review and approval cycles

Our Solution


3. Create a Consistent Workstation Image

• Define single image across all desktops

• Secure and rapid development outside IT red tape

• Seek single approval and certification event for multiple upgrades

Our Solution


4. Implement Data Extraction & Insertion Tools

• Open multiple apps from a single BAN, PTN or reference ID

• Eliminate scratchpad and agent cutting/ pasting

• Automate external lookups (Direct/Indirect; NLT (Dealer Code),; Device Availability, Upgrade availability, SKU3, Impact/Prefix #,; Project List, etc.)

• Automate common disposition and closure types

• Text inserter for common emails, logs and responses

• Auto-extract and format logging content

• Implement cut/paste tools (multi-cut, multi-paste)

Our Solution


5. Create a Multi-Use Database

• Use data extraction to create a transaction database

• Provide unified tracking for QA, performance, and WFM

• Eliminate BOM and Quick-Base applications

• Eliminate CYA tracking

• Eliminate redundant QA tracking

• Superior AHT statistics without additional effort

• Feed main queue for follow-up tracking

Our Solution


6. Create New, or Leverage Existing Agent Portal

• Multi-Use Database view transaction lists and roll-up statistics to increase agent confidence in reporting mechanisms

• Immediate and accurate feedback to agents into individual and team performance.

• Build and reinforce team spirit and cohesiveness.

• Provide a forum for team-wide announcements, KB, discussion forum, suggestion box, best practice, customer feedback, etc.


Our Solution

7. Implement StopWatch

• Benchmark current utilization and usage patterns

• Utilization and transactional AHT for WFM fine tuning

• Implement Continuous Improvement Process for long-term analysis and initiatives.

Our Solution


8. Create Standardized Department-Wide Training Materials

• Rewrite flows to accommodate automation changes and standardized methodologies

• Implement Decision Support System for complex workflows

• Create a training curriculum to cross-train all agents across multiple queues.

Our Solution


9. Deploy Center of Excellence Team

• Cross-training would occur in stages

• Metrics and logging would be provided by Multi-use DB

• Work would be taken from the common queue

• Relative performance readily compared against legacy team

• Rapid ramp-up and down including Work-at-Home option

• Possibility of “round the clock” processing for certain tasks and to guarantee SLA’s


Our Solution

10. Deploy Desktop and Methodology to Internal Teams

• Return to cross-train legacy teams

• Job satisfaction increases retention

• Portal feedback provides a sense of accomplishment

• IT need approve a single enhanced desktop image for redeployment

• Load balance across entire team

• Simplify hiring and movement of teams

• Reduce commute times for certain workers

Our Solution



Current Workflow

BCOM BBOT

Work

CL /IL

B/A Cross

-subs ACE

BULK

DCAM

Chg

Own BSP/

TSP

PBO

Inbound Work 5 systems and email sources.

Completed Work


Inbound Work

SingleQueue

5 systems and email sources.

Our Workflow

Sources Ineligible

Dedicated Rep Fully

Automated

ReducedTouch

Tool Assisted

SLA Timer

SLA Timer

Completed Work

process assessment example

Technology

track work

multiuse db work

wellintended people

task ranking work

dcampbo bcombbotcompleted

team performance

agent desktop

technologyour solution1