View
3
Download
0
Category
Preview:
Citation preview
©2014 ICMI // All Rights Reserved icmi.com // 800.672.6177
AN AGENT’S ROLEIN CONTACT CENTERS
Participant Workbook
©2014 International Customer Management Institute (ICMI) | icmi.com WB-1
An Agent’s Role in Contact Centers | ICMI
AN AGENT’S ROLEIN CONTACT CENTERS
Participant Workbook
©2014 International Customer Management Institute (ICMI) | icmi.com WB-2
An Agent’s Role in Contact Centers | ICMI
Purpose of An Agent’s Role in Contact Centers
A successful contact center requires a number of things to be perfectly balanced and aligned. Discover the important role that you play within the contact center and how the “power of one” impacts both your customers and fellow employees.
An Agent’s Role in Contact Centerscontains the following four modules:
Module 1: The Dynamic Contact Center
Module 2: The Three Driving Forces of Contact Centers
Module 3: The Planning and Management Process
Module 4: Key Individual Performance Objectives
©2014 International Customer Management Institute (ICMI) | icmi.com WB-3
An Agent’s Role in Contact Centers | ICMI
Module 1:The Dynamic Contact Center
Objectives
Define “Contact Center”
Identify the Three Levels of Perspective
Describe the Role of a Contact Center Employee
Summarize the Characteristics of a Contact Center
©2014 International Customer Management Institute (ICMI) | icmi.com WB-4
An Agent’s Role in Contact Centers | ICMI
Module 1:1The Dynamic Contact Center
An opening question!
What is your definition of a Contact Center? _____________________________________
__________________________________________________________________________
__________________________________________________________________________
ICMI’s definition of a Contact Center: __________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
New channels, higher value contacts
Contact centers exist because there is an _____________, variable demand for
_____________.
Contact centers are focused on aligning _______________________ with customer
demands through any channel of communication.
©2014 International Customer Management Institute (ICMI) | icmi.com WB-5
An Agent’s Role in Contact Centers | ICMI
The Hub of Communication
©2014 International Customer Management Institute (ICMI) | icmi.com WB-6
An Agent’s Role in Contact Centers | ICMI
Module 1:23 Levels of Perspective
1. The ____________________ Perspective • Be _________________
• Treat me courteously
• Show ____________ about what I need and want
• Do what I ask promptly; save me time
• Be well-trained and informed
• Meet _____________________, keep ________________.
• Do it right the __________ time; follow up
• Tell me what to expect
• Be _____________
2. The ____________________ Perspective
• Contributes to _______________ unit strategies.
a. Enables improved quality and innovation
b. Enables highly-leveraged marketing
c. Enables _________ _____________ and ____________
• Major drive of ______________ _____________ and loyalty
• Provides efficient delivery of services.
• Cultivates _______-__________ usage and system design
• Creates revenue/sales* *In revenue-producing environments
©2014 International Customer Management Institute (ICMI) | icmi.com WB-7
An Agent’s Role in Contact Centers | ICMI
Module 1:2 (continued)
3. Your PerspectiveWhat are the skills and knowledge required to do your job?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Module 1:3The Profession
Contact center management is the ______ of having the right number of ____________
__________ ___________ and supporting resources in place at the ________ ________
to handle an accurately forecasted workload, at service level and with ____________.
EXERCISE: Is it a profession?
Do you need to have specialized knowledge? Yes | No
Do you need specialized technology? Yes | No
Is there a unique vocabulary? Yes | No
Is there a trade press? Yes | No
Is there formal training? Yes | No
Is there recognition as a market? Yes | No
©2014 International Customer Management Institute (ICMI) | icmi.com WB-8
An Agent’s Role in Contact Centers | ICMI
Module 2:The Three Driving Forces of Contact Centers
Objectives
Explore the three driving forces of contact centers:
• Workload Arrival
• The Queue
• The Seven Factors of Caller Tolerance
Module 2:1Workload Arrival
Calls arrive randomly most of the time in a majority of inbound contact centers. In other words, calls _________ up!
©2014 International Customer Management Institute (ICMI) | icmi.com WB-9
An Agent’s Role in Contact Centers | ICMI
Module 2:1 (continued)
There are three types of incoming traffic:
1. _______________________________
2. Smooth
3. _______________________________
The Implications of Random Call Arrival:
• Uses _______________________________ or Computer Simulation
• Requires Real-time Management
• Impacts ______________________________
• _________________________ Drive _________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-10
An Agent’s Role in Contact Centers | ICMI
Module 2:2The Queue
____________ Queue – The customer knows how he/she is progressing.
____________ Queue – Customer doesn’t know how long he/she will have to wait.
Is your contact center’s queue visible or invisible? _______________________
The Implications of an Invisible Queue:
• Customers may be ______________
• Quickly empathize
• ______________ handle their request
• ______________ to your schedule
• It’s the customers decision
©2014 International Customer Management Institute (ICMI) | icmi.com WB-11
An Agent’s Role in Contact Centers | ICMI
Module 2:2The Seven Factors of Caller Tolerance
1. Degree of __________________________
2. Availability of substitutes
3. __________________________ service level
4. Level of __________________________
5. Time available
6. Who’s __________________________ for the contact
7. __________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-12
An Agent’s Role in Contact Centers | ICMI
Module 3:The Contact Center Planning
and Management Process
Objectives
Understand the process used to ensure that the contact center effectively
meets its objectives
Review the impact of this process on phone calls, emails, social media and
other types of contacts.
©2014 International Customer Management Institute (ICMI) | icmi.com WB-13
An Agent’s Role in Contact Centers | ICMI
Module 3:1Choosing Objectives
Step 1: Choose Service Level and Response Time Objectives
Contacts are either handled ________ they arrive or at a ________ time.
Those that must be handled when they arrive.
Performance objective: ___________________________________________
Expressed as: ____________________________________________________
Those that can be handled at a later time.
Performance objective: ____________________
Expressed as: __________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-14
An Agent’s Role in Contact Centers | ICMI
EXERCISE: Categorizing Contacts
Inbound phone calls
Outbound phone calls
Social – real time
Social – deferred
SMS
Webchat
Web call-me-now
Web call-me-later
Web click-to-talk
Fax
Postal mail
Video calls
Walk-in customers
Service Level Response Time
©2014 International Customer Management Institute (ICMI) | icmi.com WB-15
An Agent’s Role in Contact Centers | ICMI
The Three Types of Response for Deferred Contacts:
1. Reply (automatic)
2. Response (completed or directed by an agent)
3. Resolution (in the case of an open ticket)
Your Impact #1:
_________ _________ _______________ _____________!
_______________
_______________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-16
An Agent’s Role in Contact Centers | ICMI
Module 3:2Collect Data
Step 2: Collect Data
Talk Time: __________________________________________________________
After Contact Work Time: ____________________________________________
Handling Time: _____________________________________________________
Call Load: __________________________________________________________
Your Impact #2:
_________ _________ _______________ _____________!
_______________
_______________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-17
An Agent’s Role in Contact Centers | ICMI
Module 3:3Forecast Workload
Step 3: Forecast Workload
It’s a prediction
Workload includes:
___________ ___________
___________ - ___________ ___________
___________ ___________
Based on past & future
Contacts arrive in three dominant patterns:
___________ of the year
___________ of the week
___________ of the day
©2014 International Customer Management Institute (ICMI) | icmi.com WB-18
An Agent’s Role in Contact Centers | ICMI
Emerging Channels
How is social media having an impact on your business?
__________________________________________________________________
__________________________________________________________________
What methods of social media is your organization actively pursuing?
__________________________________________________________________
__________________________________________________________________
What volume of customer engagement exists in the social media you are using – Twitter, Facebook, blogs?
__________________________________________________________________
__________________________________________________________________
How important do you feel social media is for your organization?
__________________________________________________________________
__________________________________________________________________
With email, web, chat and now social media for reaching out to your customers, have you noticed a DECREASE in voice traffic to your contact center?
__________________________________________________________________
__________________________________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-19
An Agent’s Role in Contact Centers | ICMI
Module 3:4Calculate Base Staff
Step 4: Calculate Base Staff
Erlang C formula: Calculates the number of base staff required to keep waiting times within target limit.
Erlang C Inputs for Calculation:
• Talk Time in Seconds
• After-Call Work in Seconds
• Calls per Half-Hour
• Service Level Objective in Seconds
©2014 International Customer Management Institute (ICMI) | icmi.com WB-20
An Agent’s Role in Contact Centers | ICMI
Erlang C Calculation – Graph Key Terms
Agents represents the minimum number of people to achieve a given service level (also known as Base Staff)
Service level is the % of calls that will be answered within our stated objective.
ASA is the Average Speed of Answer, so in other words, if I were calling into the contact center – the average amount of time it would take for my call to be answered.
Occupancy is the percentage of time that I spend handling contacts.
Occupancy Exercise
1. How many calls did this agent take?
__________________________________________________________________
__________________________________________________________________
2. What do you notice about when the dark blue boxes that represent after-call work appear?
__________________________________________________________________
__________________________________________________________________
3. What do you notice about when the orange boxes that represent availability appear?
__________________________________________________________________
__________________________________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-21
An Agent’s Role in Contact Centers | ICMI
4. Does the agent control when the orange boxes appear and how long they are?
__________________________________________________________________
__________________________________________________________________
Your Impact #3:
_____________ _______________ _____________!
Module 3:5Organization of Schedules
Step 7: Organize Schedules
©2014 International Customer Management Institute (ICMI) | icmi.com WB-22
An Agent’s Role in Contact Centers | ICMI
Module 4:Key Individual Performance Objectives
Objectives
Review the two key performance objectives:
Doing the Right Things – QUALITY
At the Right Times – ADHERENCE
Module 4:1Adherence to Schedule
You can do four things to ensure that you’re adhering to your schedule:
1. Use _________________ correctly
2. Practice good _________________ _________________
3. Be well _________________
4. Comes with experience
Other ideas?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-23
An Agent’s Role in Contact Centers | ICMI
Module 4:2Importance of Quality
_______________ on the customer’s needs and expectations.
Self-reflection: What’s your worst customer service experience?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
We can still meet service level, but...
Misunderstand
Enter wrong information
Relay wrong information
Make callers angry
Miss our primary purpose
Cause repeat contacts
Miss valuable feedback
©2014 International Customer Management Institute (ICMI) | icmi.com WB-24
An Agent’s Role in Contact Centers | ICMI
Self-reflection: What’s your best customer service experience?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Self-reflection: What could you do differently in the future?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-25
An Agent’s Role in Contact Centers | ICMI
Module 4:3Quality Monitoring
Quality monitoring is around to benefit __________________!
Monitoring considerations:
Measures quality
Provides insight for __________________________ improvement
The quality of the call is in your __________________________
Quality is just _____________ key aspect of your overall performance
Module 4:4You are a Vital Part of the Team
Three Areas of Impact
1. _________________________________________________________________
2. _________________________________________________________________
3. _________________________________________________________________
Do the _____________ _____________ at the _____________ ______________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-26
An Agent’s Role in Contact Centers | ICMI
What I found most valuable today:
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-27
An Agent’s Role in Contact Centers | ICMI
Notes:
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
©2014 International Customer Management Institute (ICMI) | icmi.com WB-28
An Agent’s Role in Contact Centers | ICMI
An Agent’s Role inContact Centers
ICMI121 South Tejon Street, Suite 1200 Colorado Springs, CO 80903 USA U.S. and Canada: (800) 672-6177
icmi.com
Copyright ©2014 International Customer Management Institute (ICMI).All rights reserved.
ICMI assumes no liability for error or omission.
No part of this publication may be reproduced without the consent of the International Customer Management Institute (ICMI), with the exception of trade publications reporting on the data. In such cases, credit must be given to ICMI.
The International Customer Management Institute (ICMI) is a registered trademark of United Business Media Limited in the United States and other countries.
ICMI is a part of UBM. 11202014
Recommended