Call Center Assessment

Service Overview

Call Center Assessment

Benefits Improved Overall Center Efficiency Enhanced Customer Satisfaction Improved Agent Utilization Increased Use of Automated Techniques Measurable Results Strengthened Sales

OVERVIEW Todays call centers are a fundament al part of the way modern companies interact with their customers. For many customers, the occasional interaction with a call center agent may be the only time they deal directly with your company. For other customers their interaction may be through new channels such as Web or Email. Keeping these current customers happy is much more cost effective than acquiring new ones. For this reason it is imperative that the call center maintain a very high standard of quality and efficiency. Dial Interactives unique assessment and re-engineering methodology not only analyzes the technology but also the business process. Dial Interactive can examine every area of your call center operations including customer experience, staffing, use of technology, and reporting. Our consulting teams will identify your centers strengths as well as potential problem areas. Our prioritized recommendations will target the areas that will show immediate positive results. Dial Interactives call center assessment will take your existing centers to a new level of customer experience. APPROACH Dial Interactive will conduct a comprehensive review of your existing call centers. The review will involve technology assessment, performance data analysis, customer satisfaction surveys, live monitoring, interviews of agents/managers/customers, and many other methods to identify improvement areas. Our consultants have worked extensively in the call center industry and know by experience what works best.
CSR (best scenario
Receive inquiry

Example Process Map

Open case and associate to Employee Try to assist but cant Categorize case as E/I/P Warm transfer to Payroll Specialist Stay on line to get information Sub categorize and close case Answer questions

Example Call Type Analysis

Call Type BalanceInq. Billing Issues Repairs ShippingIssues Orders Wrong Number Investors Other Frequency 201 176 87 66 39 24 7 5 Total 605 Percentages 33.22% 29.09% 14.38% 10.91% 6.45% 3.97% 1.16% 0.83% 100.00%
35% 30% 25% 20% 15% 10% 5% 0%

Payroll Specialist

CSR (worst scenario)

Payroll Spec busy or C S R cant stay on line

Case to pending

Send message to Payroll Spec re: resolution

Call Employee and confirm resolution

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Case Management

Case Management

Case Management

Future Case Reassign

Future Case Activity

Lotus Notes

Lotus Notes

The Dial Interactive approach is unique within the call center industry. Our assessments conclude with specific recommendations backed by quantifiable improvement estimates. Even the best managed call centers need periodic analysis and tuning to keep up with customer needs and expectations.

-2Copyright 2001 Dial Interactive, Inc.

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Call Center Assessment

WHY INVEST IN A CALL CENTER ASSESSMENT? A call center assessment provides a low risk method of extracting additional value out of your most important resource --- your call center agents. Immediate efficiency gains of 10-30% are possible by better understanding your current environment. Your center may only need assistance in one or two areas but the benefits can have enormous impact on all your customers. Is your call center experiencing any of the following common problems? Customers complaining about long hold times Technology projects that have not delivered on promises Large numbers of call transfers Difficul ty hiring and retaining quality employees Large changes in call volume Agents wasting time on routine tasks A Dial Interactive assessment can be tailored to address these and other specific issues. TYPICAL CONSULTING ENGAGEMENT Dial Interactive takes a management consulting approach to all call center assessments. Our results are backed by extensive data gathering, analysis, and recommendations based on years of call center experience. Listed below are some sample deliverables that would be customized for your particular needs.
Sample Deliverables IVR Business Objectives Current State Access Channel Review Deliverable Description Word document identifying the business objectives of the contact center. Diagrams and documents outlining current organization structure, technol ogy, call flows, customer segments, and other key call center factors. Document/diagram providing a detailed analysis of how customers reach your call center including voice calls, fax, email, web, U.S. Mail, and even walk-in busines s. Word document that discusses the accuracy and completeness of the existing reports and makes recommendations for additional reporting. Word document outlining ways to better utilize existing technology and as needed recommendations on additional components. Visio Call Flow Diagram outlining an improved end-to-end customer call flow allowing for streamlined customer interactions. Word document that outlines the processes used within the call center and analysis resulting in specific recommendations. Word document that summarizes any recommended improvements including rationale for why they will produce improved results. PowerPoint presentation of recommended approach and resources needed to successfully implement the recommendations.

Benefits Immediate ROI Gain Efficiency From Existing Technology Independent Analysis No Capital Expense Low Risk

Reporting Analysis Technology Design Overview Call Flow Re-Design Process Description Recommendations Summary and Rationale Final Roadmap

-3Copyright 2001 Dial Interactive, Inc.

Call Center Assessment

The DI Difference Experienced Consultants Focus on the End Customer Product and Technology Independence Complete Solutions Appropriate Use of Technology

OTHER CALL CENTER PROFESSIONAL SERVICES AVAILABLE In addition to Call Center Assessments, Dial Interactive provides a wide range of other call center consulting. With years of technical and operational call center experience, Dial Interactive has the expertise you are looking for. Reporting Analysis Business Case Development Speech Enable IVRs Text-to-Speech, Speech Recognition Technology Integrations (ACD, IVR, CTI) Vendor Selection/RFP Management Business Rules Definition for Self Service and Routing Cost Analysis and Containment Project Management of Multiple Vendors Risk Mitigation and Timeline Management Platform Testing

FOR MORE INFORMATION http://www.dialinteractive.com / Or call: Phil Grosdidier Phone: (913) 219-2997 Fax: (413) 793-8496 info@dialinteractive.com

-4Copyright 2001 Dial Interactive, Inc.