Call Center Briefing

2013/10/30

Guo Ray

CSMB Customer Services2

Tech structureGroup Computer

Group Computer Group Computer

Group Computer

CTI Switch

IVR Recording

CTI/ACD Server

Data Base

Console

CTI : Computer Telephony Integration IVR : Interactive Voice Response ACD : Automatic Call Distributor

CSMB Customer Services3

History and Type

By feature Connect: Base on Switch, Base on Add-in Card, Base on IPDCC Call type: IB, OB, IB&OB Size : Small(<50), Middle(50-100), Large(>100) Function : Call, Web, Multi-media Owner ship : In-house, Out sourcing, ASP(application service provider) Distribution : Single-point, Multipoint

Four generation Call to representative 7*24H, CTI, Voice only Data base, system tool, multiple source Internet, professional management

CSMB Customer Services4

Power supply• Stable• 2-4H UPS• Dual power

supply• Alternator(noise)• Transformation

(cost)

Telecom• Fiber access• Stable• Bandwidth• Data Security• Dual-way connect

Talent• 40% of cost• University• No Shops• Attrition% (24%)• Expected income

Office• Rent• Gov reward• Traffic• Restroom• Rest area(night

shift)• Elevator• Lower floors• Noise• Air-condition

transform (50% of total supply)

• Fire fighting system

Site Selection

CSMB Customer Services5

DefineSL goal

CollectingData

Forecasting

HCPlanning

ResourcePlanningShrinkage

Schedule

Cost

RepeatAnd adjust

Operation Management

CSMB Customer Services6

Define SL GoalSL=Service LevelDefinition : In Y Seconds, Pick up X% of total contacts.

SL=X@Ys

Example : 85% of total contacts were picked up in 30s. SL=85@30s

SR=Abandon Rate%

ASA=Average Speed Answer

𝐴𝑆𝐴=𝑇𝑜𝑡𝑎𝑙𝑝𝑖𝑐𝑘𝑐𝑎𝑙𝑙𝑠𝑤𝑎𝑖𝑡𝑖𝑛𝑔𝑡𝑖𝑚𝑒

𝑇𝑜𝑡𝑎𝑙𝑝𝑖𝑐𝑘𝑐𝑎𝑙𝑙𝑠

CSMB Customer Services7

Enterprise : 90@60s Pro-support : 90@120sPPS : 80@120s Core : 80@240s

Define SL target1. Generally target 80@20s2. Competitor for reference3. Industry convention4. Simply choice, 90@20,80@20,80@30,80@120

Define SL GoalThe feature of reasonable SL target1. Accord with customer’s request and expectation2. Acceptable AR3. Lowest cost4. Highest benefit5. High level recognition and support

CSMB Customer Services8

Collecting Data

Experience + Knowledge

1. Historical contact volume2. Increase%3. YoY%, MoM%, WoW%4. Interval 0.5/1 Hour5. Special Shift

6. Shipments7. Marketing campaign

8. Customerbehavior

9. Otherrelevant

CSMB Customer Services9

ForecastingForecasting = Mathematical model + Experience

MA=Moving average

⋯⋯ 𝐴5 , 𝐴6 , 𝐴7 , 𝐴8 ,𝐴9 , 𝐴10 , 𝐴11 , 𝐴12 ,𝐴13 ,

𝐴14

𝐴15

𝐴14 ,𝐴15 ,⋯⋯

Feature: Simple, Trend, Unreasonable weight

CSMB Customer Services10

Forecasting Single Exponential Smoothing

()

MSE=Mean Square ErrorMinimum MSE to find the value

DELL Service forecasting model =ASU + Shipment + Season factor + Holiday impact

CSMB Customer Services11

Planning

𝑢=𝜆×𝑇𝑠=𝑡𝑟𝑎𝑓𝑓𝑖𝑐 𝑖𝑛𝑡𝑒𝑛𝑠𝑖𝑡𝑦 𝜌=𝑢𝑚=𝑎𝑔𝑒𝑛𝑡 𝑜𝑐𝑐𝑢𝑝𝑎𝑛𝑐𝑦

𝑾 ( 𝒕 )=𝑷𝒓𝒐𝒃 (𝑾𝒂𝒊𝒕𝒊𝒏𝒈𝒕𝒊𝒎𝒆≤ 𝒕 )=𝟏−𝑬𝒄 (𝒎 ,𝒖 )×𝒆− (𝒎−𝒖 ) 𝒕𝒕𝒔

𝑺𝑳=𝑾 ( 𝒕 )@ 𝒕

CSMB Customer Services12

Planning

/0.5H=0.2s

𝑢=𝜆×𝑇𝑠=𝑡𝑟𝑎𝑓𝑓𝑖𝑐 𝑖𝑛𝑡𝑒𝑛𝑠𝑖𝑡𝑦=48 𝜌=𝑢𝑚=𝑎𝑔𝑒𝑛𝑡 𝑜𝑐𝑐𝑢𝑝𝑎𝑛𝑐𝑦=87.3 %

𝑾 ( 𝒕 )=𝟏−𝑬 𝒄 (𝒎,𝒖 )×𝒆− (𝒎−𝒖) 𝒕𝒕 𝒔=𝟏−𝟎 .𝟐𝟑𝟐×𝟐 .𝟕𝟏𝟖

− (𝟓𝟓−𝟒𝟖 ) 𝟏𝟓𝟐𝟒𝟎=𝟖𝟒 .𝟔%

CSMB Customer Services13

Shrinkage

Utilization Shrinkage Available

Stuff time

Utilization=Valid time to handle IB calls=AHT*ACDShrinkage=Training+Meeting+Break=AUX0-9

CSMB Customer Services14

Scheduling

Business

strategy Schedul

eCycleSupport

structure

Balance schedule cycle, deviation and agent’s experience

Growing and changing, cost and quality

Regular communication and alignment

Work and life balance

Agenthabit

Communication

Cross supportAgent skills

1. Shift system2. Temporary adjust3. Accept abandon4. Necessary OT

5. Part-time or intern6. Stand by support7. Telework

CSMB Customer Services15

Scheduling

Forecasting42000

SL% Target80@240s

AR% Target16%

Supply Target35280

CRW Target105

HC#336

Forecasting42000

SL% Target80@240s

AR% Target16%

Supply Target35280

CRW Target105

HC#336