Customer BPM Workshop - Netcall · Netcall User Events | Client Confidential 2015 Customer BPM...

transcript

Netcall User Events | Client Confidential 2015

Customer BPM WorkshopNeil Kennedy and Adam Mills

With guest speakerAngela Yates

Director of Resourcing Operations, TMP

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.

Liberty BPM - in brief

• Rules-based business process modelling

• Development and run-time environments

• Data integration

• Presentation layer

• Standalone

• Embedded

• Numerous uses.

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.

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.

Liberty BPM – Embedded

In Liberty and Dialogue Builder:

• Flexible extension beyond

core capabilities

• Surveys

• Friends and Family

• Data cleansing.

In WFO/WFM:

• Historic data capture

• API data exports

• Dashboard expansion

• Agent Guidance with Call

Tagging.

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.

In EDRMS:

• Document extractions -

compliance

• ePost with Key Performance

Indicators (KPIs) and teams

• 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.

• 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.

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.

Unified Agent DesktopLocal Government

• Contact Management

• Council Tax, Revs & Bens, Payment

History, Arrears & Schedule

• Geospatial website

• Screen-pop and auto-search

• Notes.

• Allotment management

• Raising service requests

• Customer search within invoices system

• View records from existing Document

Management System.

• Parking fines and charges

• Environmental health

• Garden waste

• Pest control.

Liberty BPM - Applications

Welcome

Angela Yates

Director of Resourcing Operations

Journey to efficiency

Angela YatesDirector of Resourcing Operations

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

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

Some of our clients

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

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?

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

• Stage one

– Delivery of essential functionality

– Deadline met on time and in budget

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

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

Questions?

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.

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.

• Agent guidance – overview

• Adam Mills

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.

Neil Kennedy

neil.kennedy@netcall.com

0330 333 6100

www.netcall.com

Customer BPM Workshop - Netcall · Netcall User Events | Client Confidential 2015 Customer BPM...

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