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Why WFO is Important
Joe DeanSenior Product Manager, WFO Solutions
Stacey LundDirector of Technical Assistance, Mitchell International
Discussion Points
• WFO Product and Market Overview• Financial and Competitive Impact of
WFO Solutions• Mitchell Quality and Performance ROI
Case Study• WFO at inContact
WFO PRODUCT AND MARKET OVERVIEW
WFO in the Call Center
Preparing for the Interactions
The Moment of Truth
Analyzing the Interactions
HiringeLearning
Workforce Management
Contact Recording
Screen Recording
Quality Monitoring
Coaching
Customer Surveying
Speech & Text Analytics
WFO Market Snapshot
• Disparate applications and manual processes• Loosely integrated
Source: F&S 2009 Survey
FINANCIAL ANDCOMPETITIVE IMPACT
Revenue & Growth via LoyaltyRetention
• Costs about 10x more to acquire a new customer than to keep an existing one
Word of Mouth• In 2003, 25% of all new Dell customers came from
positive word of mouth
Source: The Ultimate Question by Dr. Fred Reichheld
People are #1 Asset and Cost
• Primary customer touch point, particularly during the post-acquisition phase
• Labor represents 60%-70% of annual expenditures• Average cost to hire new agent is ~$15K
Cost Savings with WFO
• Reductions to hire and qualify new agents
• Reductions to train and retrain
• Reduced turnover
• Potential reductions in headcount
Impact: Employee Satisfaction
• Agents understand what is expected
• Agents communicate better
• Agents experience growth opportunities
Impact: Customer Satisfaction
• Zero in on strengths and weaknesses that most impact customer satisfaction
• Follow-up with customer interactions drive deep customer loyalty
• Drive organizational changes that are truly impacting the customer experience
Value of the ‘Suite’
• Be careful of the word ‘suite’
• Benefits of the integrated application services• Workflow and events• Better analytics
MITCHELL INTERNATIONALCUSTOMER STORY
Mitchell Technical Assistance (TAC)• 3500 contacts a week• Phone, email, knowledgebase, forums• 3 sites (San Diego, Albuquerque, Evansville)• 43 full time agents, 3 part time agents• 11 Work At Homes (WAHOOs)• 6 TSEs• 6 Supervisors• 2 Managers• 3 Floor Monitors/Traffic Controllers/WFM
Specialists/Business Analysts
Quality Monitoring
• Voice recording of calls
• Screen capture of agent desktop
• Coaching/feedback through standardized forms
• Tools used: Witness, now inContact and Go2Assist
• Result: Better CSI scores achieved through a feedback loop to the agent
Agent Surveys
• Event driven surveys
• Both agent & department feedback
• Result desired: immediate feedback from customer to agent to reinforce coaching and improve CSI score
eLearning
• MitchellU• Captivate videos• Telephone Dr softskills• Customer/workflow portals• Webinars• Live meetings• Classroom training • Ridealongs• Result: Improve CSI score through first call
resolution while lowering cost to train agents
Reporting
• Occupancy (inContact report) - Available time- Wrap time
• Utilization (inContact report)
• Adherence to schedule
• Skills coverage and call arrival intervals
• Result: Improve agent efficiency and drive CSI improvement
WFM
• Adherence
• Scheduling
• Forecasting
• Shift swapping
• Simulations
• Result: Improve CSI by reducing wait times and making SLAs consistently
Synopsis – Mitchell’s results
TAC Q2-2008 Q2-2009 % change 2009 goal
Service Level 53% 79% 49.1% 78%Customer Satisfaction Index 8.48 8.66 2.1% 8.75# of Issues 29953 32091 7.1% 26674Headcount 65 62 -4.6% 62.5
WFO AT INCONTACT
WFO Strategy at inContact
WFO Today at inContact
• Hiring
• eLearning
• Coaching
• WFM
• ECHO
• Quality Management
WFO Vision at inContact
• Screen recording
• Text and speech analytics
• WFM
• Workflow and eventing
• Analytics and reporting
• Third party integrations
Three Key Takeaways
One Two ThreePeople represent the single largest expense within the call center. WFO solutions are about maximizing the efficiency and effectiveness of these people.
It is important to automate monitoring and the metrics gathering process. When doing so, choose the data that you most care about that also drives behavior. Constantly review your WFO program to see if it is working.
inContact is aggressively working toward building out a truly integrated collection of WFO application services. Even so, it is not important to implement all at once. You can implement a WFO program in pieces.