Call Centers. March 21 st Jordan Telecom Group Presented By Eng: Omar Al Rashdan Int l Carriers Sales & Services Director

Transcription

1 Call Centers March 21 st.2007 Jordan Telecom Group Presented By Eng: Omar Al Rashdan Int l Carriers Sales & Services Director Mail: rashdan@jt.com.jo Phone: Mobile : Fax :

2 Introduction: The Contact Center is an Ideal solution to outsource your customer relationship management, which provides the necessary infrastructure and facilities that accommodate trained and qualified representatives to carry out all of the customer needs. And manage the vast array of both incoming and outgoing calls 24*7 support. 2 Jordan Telecom Group

3 Table of Contents GENERAL NOTES INTRODUCTION OBJECTIVES FOR ESTABLISHING A CALL CENTER ELEMENTS TO THINK OF AFTER THE DECISION IS TAKEN TO BUILD A CALL CENTER CALL FORECASTING WHAT TYPE OF CUSTOMER DO WE HAVE? WHAT SERVICES DO WE OFFER? CHARGING METHODS conclusion 3 Jordan Telecom Group

4 General Notes ( Gained from experience ) 1- A single badly handled call can result in up to 68% of people refrain from making business with you again. 2- Reducing customer defections by 5% can increase your profit between 25% to 85%. 3-74% of consumers expect to get immediate answers when calling you. 4- Business spent up to 92% of their marketing budget anticipating customers to call. 5- one third of callers who abandon do not call back who do they call? 4 Jordan Telecom Group

5 Introduction : The decision to establish a call center is reached as a result of a definite business decision which could be one or all of the following : - Why the Call Center to be established? - What are the Business Objectives? - What service level to be obtained? - What are the call volumes and profiles? - Overflow?. - Fulfillment level? - Financial Policy? 5 Jordan Telecom Group

6 In Summery the decision to build a call center would evolve around four criteria's 1- Business Objectives. 2- Available Call Center Technologies. 3- Specifications, Selection and Budgeting. 4- Implementation. 6 Jordan Telecom Group

7 What are our objectives for Establishing a Call Centers in Jordan Improve existing sales. Reduce staff / Cost efficiency Improve customer service. Handle a certain number of calls. Increase average order value. Provide new services. To better market new, or existing services. Maximize productivity. Reduce overheads. 7 Jordan Telecom Group

8 Important Elements to think of after the decision to establish a call center Dimensioning Strategy: 1 st question of the dimensioning is How many agents do I need? To answer the above Q. you have to decide on the Service level, or grade of service GOS that is expressed in : 1) X percentage of all calls answered within Y seconds. 2) X percentage of all calls to be answered within Y seconds. 3) A maximum of X percent of calls to be abandoned. 4) Number of calls afforded 5) Average call conservation time 6) Wrap-up 8 Jordan Telecom Group

9 Equipment Selection : Prepare a RFP document and send it to some vendors, it should include 1- introduction. 2- Procedures. 3- Proposed Details. 4- Requirements. 9 Jordan Telecom Group

10 LOCATION To choose the location of a call center, the following thoughts should be considered : - Labor Availability - Availability of sites ( cost ) of rental accommodations - Availability of grants within the capital-no grants are available outside the capital - Place a call center where other call centers exist. 10 Jordan Telecom Group

11 Design Factors : Layout 1. Requirements for technical systems. 2. Requirements for Staff. 3. Miscellaneous requirements like : - Computer & communication rooms : a) Air conditioning. b) Power conditioning & back-up. c) Access control. d) Fire protection. e) Lightening protection. f) External cabling. 11 Jordan Telecom Group

12 Miscellaneous requirements continued - Staff requirements 60 square feet for each agent with a workstation 120*100/80*3 for each agent 140*120*3 for each supervisor Comfortable Chairs: with rest Arms, height back adjustment, and body weight adjustment Head sets Isolated workstation Private Automatic Branch Exchange (PABX) (Automatic Call Distribution (ACD) Calls recording system. Monitoring System & reporting tools Interactive voice response (IVR) 12 Jordan Telecom Group

13 Resources Planning and Budgeting : The largest operating cost in a call enter is the workforce But too many staff will result in : -high cost. - lower productivity. But also too few staff will result in: - Low cost - Poor service - Agents burnout 13 Jordan Telecom Group

14 Resources Planning and Budgeting continued : Forecast number of calls 1- Monthly - Trends - Seasonal - Random 2- Daily 3- Hourly 14 Jordan Telecom Group

15 Call Forecasting : ( (a x b) x d ) x h x m=n f a= Current year s calls b= mean monthly trend adjustment. c= forecast for year ( c=a x b) d= monthly seasonal variation e= Forecast for the month ( e = c x d ) f = No. of operational days in month g= Average calls per days ( g = e / f ) 15 Jordan Telecom Group

16 Call Forecasting Continued : h= Daily Index Factor k= forecast for the day ( k = g x h ) m= half-hour segmental index factor n= Forecast for staff for the half hour segment ( n = k x m ) - Erlang - Agent occupancy = Work load Staff Example :100 calls is 10 hours work load 14 staff 16 Jordan Telecom Group

17 Call Forecasting Continued : Staff / Workload = 14 = Agent occupancy = 10 =.71 % Jordan Telecom Group

18 What Services Do We Offer : Service Package 1: Welcome Desk Jordan Telecom Contact Center Welcome Desk receives incoming calls to the company and either redirects a call to the requested extension or a customer service representative, or takes a message. Service Package 2: Full Services Desk Jordan Telecom Contact Center Full Services Desk provides advanced solutions and handles more complex request such as processing orders and taking reservations. 18 Jordan Telecom Group

19 Service Package 3: Research Desk Jordan Telecom Contact Center Research Desk offers outbound call handling and processing in order to gather the necessary information for market research services, surveys and polls, in addition to telemarketing and new product announcements Service Package 4: Leasing Positions Jordan Telecom Contact Center Leasing Positions enables companies that choose to utilize the space, facilities, equipment, infrastructure, and technologies of JTCC whereby the human resources element stays under the management of our client. 19 Jordan Telecom Group

20 The Interaction Process Customers , fax Telephones Web Enabling Jordan Telecom Contact Center (Automated, Live Agents) Database, Product history, Technical info 20 Jordan Telecom Group

21 How Do We Charge Customers : Position price/ Hour With JT HR Without JT/HR Price/JD Depends on customer needs 2,50 Above prices exclude the following: Complex training cost Integration cost Sales tax 21 Jordan Telecom Group

22 Conclusion : The outsourcing solution provides the following advantages: Focus on your core business Flexibility; whatever the size, time, scope or requirements of the job Quality ; the outsourced partner has a contractual obligation to meet predefined quality standard Cost-effectiveness; no major investment is required and budgets are clear and manageable Customer relations management is a marketing approach that enables you to maximize the lifetime value of each customer, and thereby increase the profitability of your business. 22 Jordan Telecom Group

23 Outsource Now Take your business to the next level of cost efficiency and professionalism with Jordan Telecom Outsourcing Contact Center. Contact us today and explore how we can be the solution to achieving superior customer relations management 23 Jordan Telecom Group

24 Visit our Website: 24 Jordan Telecom Group

25 Thank you 25 Jordan Telecom Group

26 Resource Planning using Erlang C Formula: How to us ERLANG C Tables: 1. Forecast staff workload for a 1-hour period: No. of calls X Average Handle Time (in seconds) Divided on 3600 Total seconds in 1-hour. E.G : 240 calls X 150 sec AHT/3600 = 10 hrs (ERLANG) of workload. 2. We look for staff workload in the first column of the table. 3. Calculate service objective as a Delay Length call factor. DLCF= Delay (sec) AHT (sec) E.G : Desired Delay=600 sec or less AHT=150 sec of delay calls DLCF= 60/150 = Jordan Telecom Group

27 Resource Planning using Erlang C Formula Continued: 4. Locate DLCF that meets criteria in the last column, and note the No. of staff required. E.G: 10 ERL workload DCLF<= Staff required. 27 Jordan Telecom Group

28 Erlang C Table Acrobat Document 28 Jordan Telecom Group