Overview of all KPI s Zürich, 2015

Transcription

1 Overview of all KPI s Zürich, The dimensions of content are based on the European Quality Standard for Service Centers (EN 15838) Content General Quality KPIs for location, languages, type of service, office hours and aims KPIs for certificates, process und quality management Processes / Technology KPIs for used channels for each process, with volumes. Toolsupport for staff scheduling and load balancing, IVR, language recognition etc. Employee KPIs on the number and structure of employees, employment contract, salary, recruitment, education, development, fluctuation, employee assessment and employee satisfaction Efficiency Clients KPIs for Service Level, First Contact Resolution, use of Self Service, costs and outsourcing KPIs for customer satisfaction and complaint management 2

2 General questions 1 1 In what country is your service center located? 2 How is the contact volume distributed among your client groups? 3 What are the official languages offered by your service center? q Netherlands q Germany q Spain q % Business clients (B2B)... % Private clients (B2C)... % Interal clients q German q Itallian q French q English q Spanish 4 What type of service center is it? q In-house service center q Service provider for third parties 5 What are the business hours of your service center? q Rätoromanish q Portuguese q Serbo-croat q Turkish q... q Monday - Friday, q Monday - Friday, extended service hours to q Monday - Friday, extended service hours to Uhr q Monday - Friday, 24 hours q Monday - Saturday, q Monday - Saturday, extended service hours q Monday - Sunday, extended service hours q Monday - Sunday, 24 hours 3 General questions 2 6 Please rate the importance of the following goals for your service center: Increase client satisfaction... Increase employee satisfaction... Enhance quality... Increase efficiency... Optimize processes/technology... Scale: not at all important not important not very important neutral somewhat important important very important 4

3 Processes / Technology 1 7 Which of the following contact options do you currently offer to your clients? q Telephone q Letter q q Fax q SMS, MMS q Web Form q Web-Portal q Chat q Video q Internet telephony q Other 5 Processes / Technology 2 (Voice Channel) 8a 9a Telephone What is the average number of calls that you receive at the service center per month? What is the average handling time for the telephone channel (including wrap-up time)? (analogical for the remaining voice channels)... Number of calls... Minutes... Seconds 10a How high is the effective service level (SL) on a yearly average? 11a How high is the target service level?... Percentage... Days... Hours...Minutes... Seconds... Percentage... Days... Hours... Minutes... Seconds 12a How many times did you achieve the desired service level? 13a What is the spread between incoming and outgoing calls? (Total must equal 100%) 14a For which purpose are you contacting your clients by telephone?... Scale: never very rare rare occasionally often very often always...% incoming...% outgoing q For customer loyalty q Up- and cross-selling q For customer information contact through this channel 6

4 Processes / Technology 3 (Voice Channel) Telephone 15a Why are your customers using the telephone channel? 16a What is the level of the first contact resolution (FCR) in the telephone channel? 17a What is the percentage of calls that are disconnected before an employee can respond? 18a Are you using Voice Portal or Interactive Voice Response? 19a Do you use language recognition tools? 20a Which technolgies do you use to support voice communication and how frequently? (analogical for the remaining voice channels) q Gathering information q Problems q Orders / Purchases q Complaints / Comments... %... % q Administrative concerns q Terminations q Assistance q Used previously q Introduction planned q Used previously Caller ID identification... Recorded greeting... Skill-based routing... Prioritization of calls... Dialog scripts... Scale: never very rare rare occiasionally often very often - always 7 Processes / Technology 4 (non verbal channel) 8b 9b Letter How many letters do you receive at the service center per month on average (excluding direct mail campaigns)? What is the average handling time for the letter channel (incl. wrap-up time)? 10b What is the annual average of the effective servicelevel (SL)? 11b How high is the target service level? (analogical for the remaining non verbal channels)... Number of letters... Hours... Minutes... Seconds... Percentage... Days... Hours... Minutes... Seconds... Percentage... Days... Hours... Minutes... Seconds 12b How many times did you achieve the desired service level? 13b What is the spread between incoming and outgoing letters? (Total must equal 100%) 14b For which purpose are you contacting your clients in writing?... Scale: never very rare rare occasionally often very often always...% incoming...% outgoing q For customer loyalty q Up- and cross-selling q For customer information contact through this channel 8

5 Processes / Technology 5 (non verbal channel) Letter 15b Why are your customers using the non verbal channel? 16b What is the level of the first contact resolution (FCR) in the non verbal channel? (analogical for the remaining non verbal channels) q Gathering information q Problems q Orders / Purchases q Complaints / Comments... % q Administrative Concerns q Terminations q Assistance 18b Are you using OCR Tools? (Optical Character Recognition) q Used previously 20b Which technologies do you use to support written communication? Routing based on the content... Provide relevant text blocks... automatically Answer full automatic... (e.g. by response system) Scale: never very rare rare occasionally often very often - always 9 Processes / Technology 6 21 Which of the following channels do you plan to offer your customers in future? 22 Which of the following platforms do you monitor to keep track on the communication of your company? 23 Do you use dedicated workforce management tools? 24 Do you use an integrated load balance in order to allocate resources and to maximize the service level? 25 How important are the following process optimizations in your Service Center? q Telephone q Letter q q Fax q SMS, MMS q Web Formular q Web-Portal q Chat q Facebook q Twitter q Customer Forum q Google+ q Video q Internet telephony q Other q Other ne q Previously used q Previously used Simplify processes... Reduce the number of processes... Automate (Partial-)Processes... Convert processes to self-service... Improve process integration between... Service center and back office Scale: very unimportant - unimportant rather unimportant neutral rather important important very important 10

6 Processes / Technology 7 26 Which cross-channel technologies are you using to support your service center and how often? Central routing / universal queuing... Trouble-Ticket System... Operational CRM (e.g. Workflow-System)... Knowledge Database... Analytical CRM (e.g.. Data Warehouse... System, Business Intelligence) Scale: never very rare rare occasionally often very often - always 11 Efficiency 1 27 Do you use self-services? 28 Which self-services do you use and how often? 29 What are the drivers for the self-services in your Service Center? q Previously used Interactive Voice Response (IVR)... Automatic Speech Recognition (ASR)... Web-Form... Client portal... App... SMS/MMS... Chat with Avatar... Client community... Scale: never very rare rare occasionally often sehr often always Enhance client satisfaction using... multi-channel availability Enhance client satisfaction by... reducing waiting times Enhance employee satisfaction... by reducing simple cases Use additional capacity for... marketing activities Reduce costs through reduction of... contacts with employees Options : does not apply at all does not apply rather inapplicable neutral rather applicable - applicable bull^s eye 12

7 Efficiency 2 30 Are there service center areas being outsourced? 31 Which areas are being outsourced, in what extend and where? q Outsourcing planned q Previously outsourced Gathering % of the volume Information Orders / Purchases % of the volume Administrative concerns % of the volume Assistance % of the volume Problems % of the volume Complaints % of the volume Terminations % of the volume 32 Please evaluate the criteria for the decision to outsource Options: not outsources within Switzerland within Europe outside of Europe Cost cutting by increasing flexibility... Cost cutting by lower introduction costs... of the outsourcer Quality improvement through high... expectations and access to best practice Quality assurance thanks to access... to reserve capacities Strategic decision to outsource... non-core functions Improve time to market of products... and services Other:... Scale: very unimportant - unimportant rather unimportant neutral rather important important very important 13 Efficiency 3 33 Assess the criteria against the decision to outsource: Service Center is the core function of the... company Corporate Decision no outsourcing... Inadequate cost savings... Too much risk... Lack of potential third-parties... Regulatory obstacles (date protection)... Loss of Know-how, lack of customer focus... Bad experiences... Options: does not apply at all does not apply rather not applicable neutral rather applicable - applicable bull s eye 34 What percentage of the total number of workstations are equipped as home offices? Current... % Planned 1-3 years... % 35 Specify what percentage of the annual operating costs of your service centers account for the following positions (total must equal 100%)... % Staff costs... % Technology costs... % Building infrastructure... % External Service Provider... % Other... 14

8 Quality 36 Have you defined and documented processes to ensure the level of quality in the service center? q Previously used 37 Which certificates do you have or are you planning to achieve? EN15838 Quality Management in CCC... Quality seal Telemarketing... ISO Complaint Management... ISO 9001:2000 Quality Management... EFQM Quality Management... SA 8000 Socially Responsible Corporate.. governance ISO Social Responsibility... Other:... Options: yes no planned not anymore 38 Which systems are available in your service q Manuel Systems ( , Excel, etc.) centers in order to monitor the status of q Automatic Systems (Processes, Workflow, CRM, etc.) forwarded requests / concerns to the specific systems departments? 15 Employees 1 39 How many people are employed at your service center and at what level of employment? 40 What is the gender ratio in your service center? Total must equal 100% 41 What is the age ratio in your service center? Total must equal 100% 20% 40% 50% 60% 80% 100% Total Total FTE Male Female < 30 Y Y Ø 50 Y Employee Employee Employee Supervis. Teamleader Manager Supervis. Teamleader Manager Supervis. Teamleader Manager 42 What is the percentage of foreigners working in your service center?... % 43 How many persons with disabilities are employed in your service center?... Number 44 Do you have a code of conduct in your service center or are you planning to introduce one? 16

9 Employees 2 45 What is the conversion of the total working time in productive customer-oriented time among employees in your service center? Total must equal 100%... % Productive customer time... % Training / Coaching... % Breaks, Meetings, etc.... % Absence due to illness... % Other non-controllable absence 46 What percentage of your employees is speaking one or more of the officially offered languages in your service center? 47 How often do you use the following channels for staff recruiting? 48 Evaluate the following selection criteria for the recruitment of employees... % One language... % Two languages... % Three or more languages Internet... Headhunter... Employment agency... Internal... Personal contact... Recommendation... Advertisement... Radio / TV... Scale: never very rare rare occasionally often very often always Events... Social Media... Unsolicited... application Regional... employment referral Career changers... Other: Language skills... Teamplayer... Verbal comm.... Ability to deal with... Written comm.... IT-solutions Expertise... Sales oriented... Flexibility... Education... Stress resistance... Service- and client... oriented Scale: very unimportant - unimportant rather unimportant neutral rather important important very important 17 Employees 3 49a How important are the following trainings and further eduations for your service Center? (Switzerland) Basic education expert client dialog... EFZ Call Center Agent CallNet.ch... Certified Contact Center Supervisor... CAS Client dialog management ZHAW... Internal management or coaching trainings... Internal expert training... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 49b How important are the following trainings and further educations for your service center? (other countries) Internal expert training... Internal management or coaching trainings... External expert training... External management or coaching trainings... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 50 On average, how many days per year are being invested in trainings and further educations per employee? Initial training... Days Training and further Ongoing... Days education Coaching... Days 18

10 Employees 4 51 What methods do you apply for the education Analysis of completed contacts (e.g.... and training needs and how often do you use conversation analysis) them? Focus groups with customers... Mystery Calls in the Service Center... Client feedback through telephone... Screen shots... Videoanalysis... Other: Which trainingmethods do you use frequently? Options: not used yearly half-yearly quarterly monthly weekly daily Trainingprogrammes... (Computer based Training) Group training... Live-Coaching... Show video examples... Manuals... Options: not used yearly half-yearly quarterly monthly weekly daily 53 With which performance indicator do you Number of contacts... measure the performance of your employees Length of contacts... and how often are they being discussed with Quality of contacts... the employees? First Contact Resolution... Client satisfaction surveys... Sales performance... Other: Options: not used yearly half-yearly quarterly monthly weekly daily 19 Employees 5 54 How important are the following measures to encourage your employees? Major support at the start of employment... Further education for employee... (development of competencies & skills) Mentoring programms... Illustration of development track... Work out an individual development track... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 55 How strong do you support the following measures to encourage employee loyalty? Above-average payment... Bonus payments and rewards... Assignment of a mentor / buddy... Flexibility for self management and... freedom to make decisions Celebration of goal achievements... (Temporary) transfer into other... departments Flexible working models (parttime, job-... Rotation, annual working hours, home office) Closer review of candidates during... recruitment Other: Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 20

11 Employees 6 56 Are employees / agents authorized to credit clients for anything e.g. goodwill measures? 57 What is the gross salary (in thous.) per year? Employee Supervisor Teamleader Manager q Previously yes, not anymore Minimum Averagely Maximum 58 What is the average number of days absent due to sickness, occupational and non-occupational accidents per person per year for: Employee:... Tage Supervisor:... Tage Teamleader:... Tage Management:... Tage 59 How many persons have left the service center in the previous year? Employees Supervisor Teamleader Manager 60 Do you measure employee satisfaction? External Departures Internal Transfers q Früher gemessen 21 Employees 7 61 How and how often is employee Through personal assessment and... satisfaction being measured? promotion discussions Structured surveys (Online or by letter)... Based on fluctuation rate... During exit interviews... Other: Options: not used yearly half-yearly quarterly monthly weekly daily 62 What is the current level of employee satisfaction? q Very unsatisfied q Unsatisfied q Rather unsatisfied q Neutral q Rather satisfied q Satisfied q Very satisfied 22

12 Clients 1 63 Do you measure client satisfaction 64a Why is customer satisfaction not being measured q Costs q Theme is not in focus q Other q Previously yes, not anymore 64 How often and by what methods are you Mystery Calling... measuring client satisfaction? Ask clients after telephone call... / Online follow up... SMS follow up... Other: Options: Not used >yearly half-yearly quarterly monthly 65 Who measures client satisfaction? Mystery Calling... Ask clients after telephone call... / Online follow up... SMS follow up... Other: Options: other department in the company independent organisation internal in CCC-not used 66 How important are the following objectives of the customer satisfaction survey? Strengthen customer loyalty... Recognize own strengths... Uncover fields of action... Continuously improve quality... Increase corporate success... Fullfill specifications (norms, certificates)... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 23 Clients 2 67 How satisfied are your clients? q Very unsatisfied q Unsatifsfied q Rather unsatisfied q Neutral q Rather satisfied q Satisfied q Very satisfied 68 On average, how many complaints do you receive monthy? 69 How are the incoming complaints being distributed through your channels? (total = 100%)... Legitimate complaints... Unauthorized complaint... Unqualified complaints... % Telephone... % Letter... % ... % Fax... % SMS, MMS... % Web-Form... % Video-Chat... % Chat... % Social Media... % Internettelefonie/Skype... % Other 70 Where are complaints being processed? Simple Complaints 24 Complex Complaints q In Service Center q In another department within the company q In an independent organization q In Service Center q In another department within the company q In an independent organization

13 Clients 3 71 Do you have a fixed response time to process complaints? q Previously yes 71 How long is the average fixed response time for complex complaints? In what percentage of cases do you adhere to this response time?... Days... Hours... Minutes... Seconds... % Adhered 25 Kontakt Crystal Partners AG Gessnerallee 38a 8001 Zürich Tel info@service-excellence-cockpit.ch 26