Call Center Operations Guide OUTLINE. Sales: (925)

Transcription

1 OUTLINE Sales: (925) MMC AD Systems PO Box Pleasanton, California MMC AD Systems, Pleasanton, California. All Rights Reserved.

2 1.0 Mission Statement 2.0 Goals and Objectives 2.1 Goals 2.2 Objectives 2.3 Critical success factors 2.4 Priorities 3.0 Business Operations 3.1 Hours of Operation 3.2 Holidays 3.3 Emergency Operating Procedures Disaster Recovery Business Recovery 3.4 Center Organization Organization Chart Functional Roles & Responsibilities Job Descriptions 3.5 Operations Management Quality Monitoring Reporting System Resource Forecasting & Deployment Coaching Counseling 3.6 Communications Feedback New Products, Policies, Procedures 4.0 Recruiting and Hiring 5.0 Training 4.1 Recruiting Outside agencies Internal Skills Assessment Language 4.2 Hiring Hiring Profiles Skill Requirements Interviews Telephone Screening On-Site Interviews 5.1 New Employee Training 1997 MMC AD Systems Page 2 Sales: (925)

3 6.0 Processes Strategies & Philosophy Vision & Mission Business Conduct Policies Company Organization Partnership Organization Product Offerings Performance Standards Telephone Excellence Applications, Databases and Tools Request Processes Initial Certification 5.2 Ongoing Training Individual Development Continuous Certification Coaching and Counseling Developmental Plans for Skills Improvement Team Meetings Individual Recognition Processes Improvement New Product Announcements Team Building Site Meetings Communicate Future Events Individual Recognition Satisfaction Feedback on Issues Performance of the Center New Products 5.3 Management Training Transition to First-line Management Delegation Communication Team Building Time Management Goal Setting Planning & Organization Motivation Coaching and Counseling Performance Metrics Reporting 5.4 Self Education 6.1 Process Responsibility Ownership 6.2 Request Process Design Mission Customers Measurements 1997 MMC AD Systems Page 3 Sales: (925)

4 6.2.4 Documentation Call Scripting Greeting Information Gathering Probing for Additional Needs or Transaction Opportunities Identifying Resolutions Communicate Resolution Validate Customer Satisfaction Database Documentation 6.3 Process Quality Feedback Customer Feedback Employee Feedback Process Performance Measurements Transaction Reviews Root Cause Analysis 6.4 Continuous Process Improvement Design Improvement Validation Communication Education Measurement 7.0 Request Maps (Hypothetical) 7.1 General Inquiry Company Information Employee Information Directions Job Openings 7.2 General Product/Service Information 7.3 Sales & Leasing 7.4 Base Technical Support 7.5 Service Support 7.6 Hardware Repair 7.7 Maintenance Agreement 7.8 Maintenance Parts/Replacement Parts 7.9 Supplies / Options / Accessories Sales & Support 7.10 Business Partner 7.11 Educational Sales & Technical Support 7.12 Publications 7.13 Seminar Scheduling 8.0 Organizational Linkages 8.1 Relationship Linkage Agreements 1997 MMC AD Systems Page 4 Sales: (925)

5 8.1.1 Design Measurements Responsibilities Feedback and Review Cost Recovery 8.2 Service Level Agreements with Suppliers 8.3 Organizations (expand list) Business Partners Management Client Reps Direct Marketing 9.0 Measurements and Results 9.1 Quality Assurance Methods Monitoring Responsiveness Reporting 9.2 Standard Measurements Calls Offered Calls Handled Service Level Rate of Abandonment Average Call Receipt Average Call Handling % Resolution at 1st Level Quality Certification Customer Satisfaction Employee Satisfaction Mystery Calls Staff Utilization Employee Turnover Absenteeism and Tardiness Schedule Adherence Cost Per Request Cycle Time Per Request 9.3 Measurement Sources ACD Switch Reports Computer System Middleware Database of Survey Feedback Manual Reports Telephony Requests Non-Telephony Requests 10.0 Systems Support 10.1 Relationship Agreement Areas of Responsibility Response Time 1997 MMC AD Systems Page 5 Sales: (925)

6 11.0 Telephone System Business Recovery Security 11.1 Telephone Switch Capacity ACD Design Trunks Reports Utilization Capacity Blockage Overflow 11.2 Maintenance Procedures Relationship Agreement Key Contacts 11.3 Emergency Procedures Disaster Recovery Business Recovery 11.4 Security 12.0 Facilities 12.1 Space Planning Work Area Specification Training Room Specifications Meeting Room Specifications 12.2 Equipment Computer Specifications Network Specifications Monitor Specifications Telephone Specifications Headsets Specifications General Desk Supplies 12.3 Security Building Computer Room Telephone Switch 13.0 Operations Certification 13.1 Mission Statement 13.2 Scope of Work 13.3 Business Operations 13.4 Recruiting and Hiring 13.5 Training 1997 MMC AD Systems Page 6 Sales: (925)

7 13.6 Process Management 13.7 Call Maps and Processes 13.8 Organizational Linkages 13.9 Measurements and Results System Support Telephony Systems Facilities 1997 MMC AD Systems Page 7 Sales: (925)