Welcome to ICMI s Leadership and Business Management. ICMI Study Course

Transcription

1 Welcome to ICMI s Leadership and Business Management Study Course Strategy and Valuation We will begin the session shortly. Administrative Notes Participate! Taking notes 3.1 1

2 Today s Agenda Vision, mission and core values (assignment) Corporate strategies Strategic development Balanced scorecards The call center s value proposition Your Perspective On Vision, Mission and Core Values Assignment Review 2

3 Let s Discuss What are core values of individuals? Values + Behaviors = Culture Let s Discuss How can you get buy-in from agents on a shared vision? 3

4 3.13 Pyramid of Terms Tactics Strategy Mission Vision Values 3.13 Corporate Strategies Cost leadership Product leadership Differentiation Focus Brand leadership Defender Prospector Sticking to core competencies These can be combined 4

5 Customer Access Strategy Customer segmentation Major Contact Types Access Channels Service Level/ Response Time Hours of Operation A framework defining the means by which customers are connected with resources capable of delivering the desired information and services. Routing Methodology Person/Technology Resources Knowledge Bases Tracking and Integration 3.19 The Strategic Development Process E.g. Customer Access Strategy Create a Connected Vision Shape the Supporting Strategy Establish Enabling Technologies Build Skills, Knowledge and Leaders Implement Operational Plans and Processes Map out current vs. required positions & competencies Make the Required Investments Redefine Quality and Innovation Know these in order 5

6 3.21 Apply Enabling Technologies Align with the customer access strategy Focus on overall business transformation, not only on today s operational need Questions to ask: Buy now or buy later? Buy, build or lease? Sea change or diversion? - e.g., Voice over IP Who s in charge of specification and implementation decisions? 3.26 The Balanced Scorecard Measures performance from four perspectives: Financial Customers Internal business processes Learning and growth (innovation) Links long-term strategy with short-term actions Makes strategy meaningful to all stakeholders since it uses multiple perspectives Intangible assets 6

7 3.28 Call Center s Value Proposition Set of specific benefits the call center provides to the organization and customers Unit strategies Customer satisfaction and loyalty Quality and innovation Marketing Products and services Efficient service delivery Self-service usage and system design Revenue/sales Let s Discuss Why might a call center be unappreciated? 7

8 The Impact of Customer Problems on Repurchase Rates 3.36 % of customers definitely willing to repurchase 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 79% Customers without problems 87% Satisfied Complainants 41% Mollified Complainants 8% Dissatisfied Complainants 65% Noncomplainants Source: TARP Industry Specific Data. Caution exact numbers will vary by industry and effectiveness of service system Key Drivers of Customer Satisfaction Accessibility Resolution on first contact Follow through on promised action Knowledge of the agent 8

9 3.54 Contribution to Revenue/Sales Customer satisfaction Customer retention Upselling Cross-selling Annual Customer Profit Measure the value of a call Price Premium Referrals Cost Savings Revenue Growth Base Profit Acquisition Cost Year Source: Reichheld, Frederick, The Loyalty Effect, Section 4 Assignment Leadership and Communication, Section 4 Exercises at end of Section 4 Assignment: Presentations on communication principles Quiz 9