Improved Performance

Microsoft Customer Central Increases Call Accuracy to 98%

ustomer Central is the entitlement center for all Microsoft consumer and business software tech support in the U.S. The division is part of Microsofts Customer Service and Support (CSS) which is responsible for the development and utilization of end-user support tools such as telephone, e-mail and Web-based support. Customer Central conducts 85 percent of its support in the U.S. with 450 contact center seats.

entire service chain, enhances opportunities for cost reductions at key interfaces, and puts a sharp focus on operational efficiencies. A Baseline Audit was conducted in January 2000 and the decision was finalized to seek certification. Over the next two quarters key staff were identified and put on the project, but little direct action was taken to achieve compliance. Then, starting in November 2000, the initiative began in earnest. Alton Martin of COPC and Chris Anderson of CSS conducted an update audit on site and began the detailed planning. Key service consultants became COPC Registered Coordinators, and biweekly conference calls were made between COPC and Customer Central. In June 2001, Las Colinas, TX; Charlotte, NC; and Customer Central. In June 2001, Las Colinas, TX; Charlotte, NC; and
Quick Facts
17% accuracy improvement drives major cost reduction Additional savings from decreased attrition, increased utilization 450 contact center seats, three US locations Open 24 hours a day, 7 days per week Customer service; call routing; payment processing Support mechanisms are email and telephone

CSS outsourcing has required its North American vendors to become Certified to the COPC-2000 Standard. This is to ensure they have a performance management system in place that is independent of any particular manager, accounting system, enterprise software, etc. Furthermore, CSS wanted to have easy access to the suppliers performance data to Our work with COPC ensure a discernable has proven to be another step management system was in a lasting and mutually installed in the organization. beneficial partnership. The more CSS examined We continue to certify COPC, the more sense it made all of our internal and external to have the same system installed contact centers and have found within Customer Central. Based on this step, all operating certification confirms that contact centers in Las Colinas, the management system and controls are in place to run an TX; Charlotte, NC; and effective and efficient operation. Bellevue, WA, achieved certification. This supports the Ed Benack, Director, Microsoft Customer Central drive for consistency across the

Case Study MS Customer Central 1Q02 Ver. 2

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Microsoft Customer Central Increases Call Accuracy to 98% continued...

Sammamish, WA became Conditionally Certified, and in August all gaps were closed and full Certification was granted for all three sites. Following are some of the operational results improved due to the Certification requirements and organizational focus: Major cost savings identified by increasing call accuracy from 84% to 98% - due to fewer callbacks, less misroutes, as well as increased customer satisfaction. 30% increase in average tenure of contingent staff - lowering costs of recruiting, training, and degraded service capabilities during the first few weeks of work life. + 30% reduction in e-mails processed late - leading to fewer complaints and less double work as repeated e-mails on the same issue declined. This lowers the per-unit price for e-mails and facilitates a focus on accuracy vs. volume. Customer Central continues to base their team performance on the COPC-2000 Standard and fully intends to keep improving operations and maintaining certified status.

provided by third party Customer Service Providers (CSPs). Other participating firms included Motorola, Dell, American Express, Compaq, and Intel. By early 1996, this team had developed the first version of what COPC continues to help is now known as increase our operational the COPC-2000 efficiencies while Standard, concurrent with the keeping us focused formation of the on our strong commitment COPC Inc. to customer satisfaction. company. The Brett Frazer development team Customer Service Consultant, CSS became the Standards Committee, which is responsible for all aspects of the Standard, from establishing the criteria through managing the Certification process. Microsoft continues to be an active and supportive Standards Committee member. Not content with the status quo, Microsoft has helped develop a new Standard for buying organizations. The VMO Standard, for Vendor Management Organizations, is raising the bar and providing better tools for buying groups to provide outstanding service to their clients and end users. For more information about the VMO Standard, contact Cliff Moore, COPC Chairman, cmoore@copc.com

Setting Industry Standards

icrosoft has been involved with COPC since before COPC was founded! In the summer of 1995, Microsoft joined a work team, which was concerned about performance and service quality

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Case Study MS Customer Central 1Q02 Ver. 2