Call Centre Failures
- 1. Why Call Centres Fail
- 2. The First 18 Months are critical. In this Study 64 Call Centres had ceased operation and been disbanded Why?
- 3. The 3 distinct Phases of a Call Centre’s life : • I. Operational Phase ( 6-12 months) • II. Expansion Phase (12-18 months) • III. Integration Phase ( + 18 months)
- 4. Initial 6-12 Months … • No or little People Management skills • Cost/Benefit ; no or poor documentation • Lack of Process Mapping/ Focus on Automation & IT • Design Senior to Customer Needs
- 5. • Too much emphasis in product and service design and not enough on improvement • Neglecting investments in capital and human resources • Failing to establish good internal communications • Failing to consider customer wants and needs
- 6. Mission/Strategy/Tactics Mission Strategy Tactics How does mission, strategies and tactics relate to decision making and distinctive competencies?
- 7. Strategy • Strategies – Plans for achieving organizational goals • Mission – The reason for existence for an organization • Mission Statement – Answers the question “What business are we in?” • Goals – Provide detail and scope of mission • Tactics – The methods and actions taken to accomplish strategies
- 8. Planning and Decision Making Mission Goals Organizational Strategies Functional Goals Finance Marketing Operations Strategies Strategies Strategies Tactics Tactics Tactics Operating Operating Operating procedures procedures procedures
- 9. Operations Strategy • Operations strategy – The approach, consistent with organization strategy, that is used to guide the operations function.
- 10. Quality Strategies • Quality-based strategies – Focuses on maintaining or improving the quality of an organization’s products or services – Quality at the source • Time-based strategies – Focuses on reduction of time needed to accomplish tasks
- 11. Time-based Strategies JAN FEB MAR APR MAY JUN Planning Designing Processing Changeover On time! Delivery
- 12. Productivity • Productivity – A measure of the effective use of resources, usually expressed as the ratio of output to input • Productivity ratios are used for – Planning workforce requirements – Scheduling equipment – Financial analysis
- 13. Productivity Growth Productivity Growth = Current Period Productivity – Previous Period Productivity Previous Period Productivity
- 14. Factors Affecting Productivity Capital Quality Technology Management
- 15. Other Factors Affecting Productivity • Standardization • Quality • Use of Internet • Searching for lost or misplaced items • New workers • Safety • Shortage of IT workers • Layoffs • Labor turnover • Design of the workspace • Incentive plans that reward productivity
- 16. Expansion Phase (12-18 months) • False Benchmarks The TARP 1997 Teleservice Benchmark Studies have got it right and spent considerable time with the report-sponsors to define Outcomes which reflects, not so much the number of calls or the length of calls, but rather how the call influenced the caller to interact with the company. This is major breakthrough and will help influence Call Centre Managers align their Call Centre activities to the business purpose of the organization paying the bills.
- 17. Expansion Phase (12-18 months) Coaching Culture Call Centre • Mo tes ff to Inc a eP te l tiva ta re s o ntia • P o leMa g m nt istheKe ep na e e y • C ntinuo d ve p e o Wo P c s e & P o eo J b o us e lo m nt f rk ro e s s urp s f o • Ma g m nt invo d w Wo Situa n na e e lve ith rk tio
- 18. Ke Ing d ntso C a hingCulture y re ie f oc • Mo ring nito • Ap ra a o s p is l f killsa p rfo a e nd e rm nc • C a hingto im ro id ntifie b rrie to c m unic tio & oc p ve e d a rs o m a n re tio hip b ing la ns uild
- 19. Summary of Failures • Benchmarks not Focused on Outcomes • Planning inadequate in Scope and long Term Needs • Lack of Call Centre People Management Know How • Call Centre Purpose unaligned to Organizational Purpose