VIEWS: 3 PAGES: 21 POSTED ON: 5/16/2012
Project Information Response Project Name Region Country Scope of Project Name of the Division (If Applicable) Industry Sub Industry Currency Revenue/ Budget for entity being assessed Period end date for for any Annual Survey Data Provided Period end date for for any Quarterly Data Provided Type of Data Being Provided Customer Contact Center: Survey Instructions Welcome to the SAP Customer Contact Center Performance Benchmarking survey. The survey will help you assess your Contact Center organization's current process and technology performance, based on key performance indicators and best practices vis-a-vis your peers. The assessment covers all core contact center processes including Interaction Center Reporting/ Performance Management, Problem/ Dispute Resolution, Multi-Channel Communication, Contact Center Sales/ Marketing, Customer Service/ Case Management and Interaction Center Tools and Processes. Knowing your strengths vis-a-vis peers, and identifying potential improvement opportunities will help you position your organization for growth and profitability. Upon submission of this survey, you will receive a confidential and comprehensive analysis report, comparing your organization’s performance against your peers, and recommending high-impact strategies for improvement. Here are a few tips before you get started: Survey Structure The survey has five pages: • Project Info includes participant profile information to be gathered. • Page 1 includes general instructions. • Page 2 includes participant profile, key performance indicators and information technology deployed. • Page 3 includes a series of best practices which will help you to assess their importance and adoption/coverage for your organization. • Maturity Model includes descriptions of maturity stages for each best practice listed on Page 3. They should be used as a gage for best practices Coverage (1 - 5) Navigation: • Click on the “Page” tab to navigate between pages. • Click on the “Save” button to save the data you have filled in the answer fields. • Click on the “Cancel” button to exit the survey. Kindly note that any changes you made to the survey will not be saved if you cancel. • Click on the “Request Help” button in case you need any help on completing the survey. A benchmarking team member will get in touch with you. • Click on the “Request Validation” button to review/ validate the data you have provided. Validation of the data is required so that we can with a meaningful and valid analysis. Kindly note, in case there are any validation issues, a benchmarking team member will get back to you. • Click on the “Show Results” button to view your benchmarking results online or to download your benchmarking analysis report. Survey Completion Instructions: • An online glossary is in place to address the most common questions. The glossary can be accessed by clicking on the "Help" button placed at the bottom of the question . • Please provide all data for the timeframe you indicated in the project set up which should be prefereably rolling 12 months or based on most recent annual figures. ONLY for the divisions/ geographies in scope. • In case a question with a numeric answer is not applicable for your organization or in case you cannot answer a question, please leave the answer field blank and do not enter ZERO (“0”). • For % responses, please indicate numbers only without the “%” sign (e.g., 20, NOT 0.2 or 20%). Terms and Conditions By your entering of data into this survey, you are indicating your agreement with and acceptance of the terms and conditions associated with SAP’s Benchmarking Program Click here to review the Terms and Conditions Copyright SAP. All Rights Reserved Customer Contact Center: Key Performance Indicators 1 Please provide the following basic information: Metric Answer Operating Income (in selected currency) Number Of Employees Number Of Countries In Which You Operate Customers Served By Customer Contact Center(s) 2 Please indicate which option best describes the community your Contact Center serves: 3 Please indicate which option best describes your Contact Center's business process: (Help) 4 Regarding your customer service interactions, please indicate the percentage split of interactions across the following areas (total should equal 100%): From External From Internal Metric Customers Employees Customer Service Interaction (Help) 5a Please indicate the following "Customer/ Constituency Service" metric - Total annual customer/ constituency contact center interactions (Kindly consider all interaction channels like Inbound Telephone Calls, Outbound Telephone Calls, Web-Self Service, Web Chat, E-mail and Fax): 5b Please indicate your number of annual customer contact center interactions by type and interaction channel: Inbound Telephone Outbound Telephone Function Web-Self Service Web Chat E-mail Fax Calls Calls Telemarketing Telesales Customer Service (Help) 6a Please indicate your customer contact center FTEs, average cost per FTE and external spend by function: Avg. Cost Per FTE Per External Spend (in Function Number Of FTEs Year (in selected selected currency) currency) Telemarketing Telesales Customer Service Interaction Center Management (strategy and leadership, channel mix, routing mgmt, workforce mgmt, knowledge mgmt) (Help) 6b For each function (telemarketing, telesales, customer service, interaction center management), please identify the percent of time your FTEs (provided above) spend supporting each interaction channel (each row should add to 100%): Inbound Telephone Outbound Telephone Function Web-Self Service Web Chat E-mail Fax Calls Calls Telemarketing Telesales Customer Service Interaction Center Management (strategy and leadership, channel mix, routing mgmt, workforce mgmt, knowledge mgmt) 7 Please provide the following information about your contact center(s): Profile Answer Number Of Contact Centers Percentage Of Contact Center Employees Onsite (in %) Percentage Of Contact Center Employees Remote (in %) Number Of Employees Per Supervisor Average Annual Agent Attrition Rate (in %) Average Agent Utilization Rate ( in %) Target Agent Utilization Rate (in %) (Help) Please provide your latest customer satisfaction results based on your most recent customer survey (Total should be 8 equal to 100%): Satisfaction Rating Answer Very Satisfied Satisfied Neither Satisfied Nor Dissatisfied Dissatisfied Very Dissatisfied (Help) 9 Please provide the following inputs related to your contact center management practices: Performance Telemarketing Telesales Customer Service Average Queue Times (in seconds) Average Call Handle Time (in seconds) Average Post Call Work Time (in seconds) Average Abandonment Rate (in %) Average Response Time For E-mails (in working (Help) 10 Please provide details of your contact center management practice specifc KPIs: Average First Call Resolution Rate (in %) 11 Please provide the following inputs related to the kind of interactions undertaken at your contact center: Results Answer Percentage Of Interactions Which Result In A Sale (in %) Percentage Of Customer Service Interactions Resulting In A Cross-Sell (in %) Percentage Of Interactions Resulting In An Up-Sell (in %) Average Retention Offer Success Rate (in %) (Help) 12a Please indicate the following "Customer/ Constituency Service" metric - Total customer/ constituency contact center costs (Kindly consider all interaction channels like Inbound Telephone Calls, Outbound Telephone Calls, Web-Self Service, Web Chat, E-mail and Fax): 12b Please provide the break-down of your customer contact center costs across the main categories indicated below: Annual Total Spend (in selected Costs currency) Headcount Costs Telecommunication Costs Training Costs Technology Costs (excluding dedicated IT staff that is part of headcount costs) External Spend Other Costs (Help) 13 Please indicate which primary "Communication Infrastructure Management" vendor are you using: 14 Please indicate which customer contact application are you using: Other (please specify) Would you like to add comments/ clarifications for the Customer Contact Center KPI information provided above? Copyright SAP. All Rights Reserved Customer Contact Center: Best Practices On a scale of 1-5, please rank each best practice in terms of importance and degree of coverage: Importance: 1 = Not important; 5 = Extremely important Coverage: 1 = No coverage today - Organization does not employ this best practice; 5 = Best practice is fully adopted Please indicate NA for both importance and coverage if best practice is not applicable to your organization 15 Interaction Center Reporting/ Performance Management Importance Coverage Information collected during contact center interactions is analyzed and used to identify opportunities to proactively enhance customer relationships and/ or reduce contact center costs Data warehouse/ business analytics tools are used to perform in-depth trend and performance analysis "Online Transaction Processing" (OLTP) tools are used to monitor service ticket reporting from within the contact center application Reporting tools are used, with or without CTI, allowing monitoring and drilldown into call statistics such as call volume, SLA compliance, average handling time and abandonment rates Manager dashboards are used to monitor contact center volume and/ or agent activity Service excellence, cost analysis and profitability measures are all tracked on an ongoing basis Technology is leveraged to enable customers to manage their own accounts and inquiries online 16 Problem/ Dispute Resolution Importance Coverage The contact center has a formal process for closing the loop with customers on outstanding issues Service tickets, cases, etc. are categorized for handling, escalation and reporting purposes Customer support responses are tracked and measured against pre-defined service level agreements A closed loop process is utilized to link product-related problems/ trends to product development/ marketing A seamless transition takes place between billing disputes and collections when relevant Workflow is used to automate escalation and tracking of open customer issues Level 2 agents are aware of the nature of inquiries that have been escalated to them without having to reassess the caller's issue Agents have access to a common repository or knowledgebase of solutions and frequently asked questions (FAQ's) Agents have access to service history and installed products information for customers 17 Multi-Channel Communication Importance Coverage Multi-channel communication (voice, email, chat, fax, web) is leveraged to optimize customer contact Channel mix is actively managed to drive interactions to lower cost alternatives such as email and web Customer self-service inquiries are tracked as part of customer interaction history and are made available to all relevant front- office channels Customer value metrics are maintained and used for segmenting customers for call routing, etc Skills-based routing is used to optimize usage of individual or group skills "Interactive Voice Response" (IVR) is used to identify callers and/ or issues prior to call routing "Computer Telephony Integration" (CTI) is used to identify callers, route calls and perform screen-pops to increase agent productivity IP telephony has been explored or deployed in the contact center to lower infrastructure costs Virtual workforce management is used to off-load agents from call centers to home offices, and leverage off-peak hours 18 Contact Center Sales/ Marketing Importance Coverage Call center agents can efficiently respond to inbound inquiries for product availability, pricing, quotes or orders Call center agents can efficiently respond to inbound inquiries for order status, changes, shipping information, returns, etc Contact center employees are trained to identify opportunities to cross-sell a new product or service to existing customers, and know how to convert this opportunity into a lead or sale as appropriate A real-time offer management engine is used to generate inbound cross-sell/ up-sell product recommendations or retention offers based on the characteristics of the caller (product, purchase history, live interaction details, etc) Customer account, order history and payment status is updated and available in real-time Vouchers, coupons, rebates, and credit memos can be applied within the customer contact center and are fully integrated with the financial system Call center agents have access to product warranty information to process warranty claims Call center agents have the ability to perform outbound telemarketing activities from the contact center 19 General Customer Service/ Case Management Importance Coverage Detailed customer profiles, transaction history (purchases, invoices), preferences/ permissions, and interaction history are maintained for each customer and are available at the point of interaction in the contact center Contact center agents have access to "back-office" information such as orders, billing, inventory and pricing information Multiple levels/ tiers of customer service agents are used to optimize individual skills and performance Customers are segmented based on factors such as customer lifetime value and tiered service is delivered which impacts access to various service options across different channels A blended agent approach is utilized to combine inbound and outbound activities to optimize performance Contact center supports multi-lingual agents and customers Customer surveys are used to capture customer feedback and manage contact center effectiveness Offshoring has been explored or is currently being used as an option to lower contact center costs 20 Interaction Center Tools And Processes Importance Coverage Knowledge management tools are integrated within the interaction center platform so that agents do not need to leave the application Agents and customers can rank the helpfulness of solutions in the repository in order to improve relevance and quality Content in the knowledge management repository is frequently updated based on emerging issues and new solutions Rules-based guidance such as alerts and event triggers are pre-configured and used to aid the agent during customer calls Interactive scripting tools are used to aid in call handling, wrap-up scripts, etc Email response management (ERMS) editing tools are used to handle inbound and outbound email, using rules-based pre- defined responses and email templates A universal agent inbox is used for handling email, telephony, fax, and other CRM business transactions (service tickets, sales orders, etc). Broadcast messaging is used to alert contact center agents to sudden changes in product issues, call volumes, promotions, etc Role-based system access is used to provide appropriate functionality and capabilities to different levels of agents and supervisors Please describe other best practices your shared service has adopted to drive leading performance: Copyright SAP. All Rights Reserved Customer Contact Center: Best Practices Maturity Model Interaction Center Reporting/ Performance Management 1 2 3 4 5 1 Information collected during Interactions are not Interactions are stored Interactions are stored contact center interactions is stored and presented mostly and analyzed to analyzed and used to identify for training/ monitoring proactively enhance opportunities to proactively purposes relationships enhance customer relationships and/ or reduce contact center costs 2 Data warehouse/ business Data warehouse/ Basic tools (such as Advanced data analytics tools are used to business analytics Excel) are used warehouse/ business perform in-depth trend and tools are not used mostly for historical analytics tools are in performance analyses data analysis place for trend & performance analysis 3 "Online Transaction OLTP tools are not OLTP tools are used OLTP tools are used Processing" (OLTP) tools are used but are not integrated and are integrated used to monitor service ticket with Contact Center with Contact Center reporting from within the application application contact center application 4 Reporting tools are used, with Reporting tools are Reporting tools are Reporting tools are or without CTI, allowing not used used without CTI used with CTI monitoring and drilldown into call statistics such as call volume, SLA compliance, average handling time and abandonment rates 5 Manager dashboards are used Manager dashboards Manager dashboards Manager dashboards to monitor contact center are not used are used but are not are used and are volume and/ or agent activity updated real-time updated real-time 6 Service excellence, cost Measures are not Measures are tracked Measures are tracked analysis and profitability tracked for a few critical for all functions/ measures are all tracked on an functions/ nature of nature of interactions ongoing basis interactions only 7 Technology is leveraged to No customer online Customer online Customer online enable customers to manage access available access limited to access for managing their own accounts and making inquiries only own account and inquiries online making, tracking and storing inquiries Problem/ Dispute Resolution 1 2 3 4 5 1 The contact center has a No formal process in Formal process in Formal process in formal process for closing the place place only to raise and place to raise, resolve loop with customers on close an issue and close an issue outstanding issues and incorporate customer feedback 2 Service tickets, cases, etc. are No formal process of A process of A formal process of categorized for handling, categorization in place categorization is categorization in place escalation and reporting present but at the based on nature of purposes basic level (such as issue for the purpose severity) only for of handling/ escalating reporting purposes accordingly 3 Customer support responses Customer support Customer support Customer support are tracked and measured responses are not responses are tracked responses are tracked against pre-defined service tracked but not measured and measured against level agreements against pre-defined pre-defined service service level level agreements agreements 4 A closed loop process is No formal process in An informal process in Formal process in utilized to link product-related place to link product- place for sending place to incorporate problems/ trends to product related problems/ suggestions when feedback into product development/ marketing trends to product asked for development/ development/ marketing activities marketing 5 A seamless transition takes Disparate processes Periodic touchpoint Integrated processes place between billing disputes and systems adopted between dispute to ensure smooth and and collections when relevant for billing disputes and handling and immediate flow of collections collections functions information between dispute handling and collections functions 6 Workflow is used to automate Manual workflow in Automated but Automated escalation escalation and tracking of open place for escalation disintegrated systems and tracking of open customer issues and tracking in place for escalating customer issues and tracking through integrated systems 7 Level 2 agents are aware of Level 2 agents need Level 2 agents need Level 2 agents are the nature of inquiries that to reassess the issue to retrieve information aware of the nature of have been escalated to them from a different inquiries without without having to reassess the system to familiarize having to switch caller's issue with the issue interfaces 8 Agents have access to a No common Disparate systems in Real-time access common repository or repository or place for repository of through a centralized knowledgebase of solutions knowledgebase of solutions and FAQ's repository of solutions and frequently asked questions solutions and FAQ's in depending on the and FAQ's (FAQ's) place nature of the interaction 9 Agents have access to service No direct access to Disparate systems in Real-time access to history and installed products service history and place to retrieve service history and information for customers installed products information depending installed products information for on the customer/ information for customers product/ nature of the customers through a interaction centralized repository Multi-Channel Communication 1 2 3 4 5 Multi-channel communication Multi-channel Multi-channel Multi-channel (voice, email, chat, fax, web) is communication is not communication is communication is leveraged to optimize customer leveraged leveraged although leveraged to fully contact inbound and outbound optimize interactions 1 calls account for a with inbound and significant percentage outbound calls of interactions accounting for critical interactions only Channel mix is actively Channel mix is not Channel mix is Channel mix is managed to drive interactions actively implemented implemented to drive actively managed to to lower cost alternatives such to drive interactions interactions although drive interactions to as email and web inbound and outbound lower cost alternatives calls account for a with inbound and 2 significant percentage outbound calls of interactions accounting for critical interactions only Customer self-service inquiries Customer self-service Customer self-service Customer self-service are tracked as part of inquiries are not inquiries are tracked inquiries are tracked customer interaction history tracked as part of as part of customer as part of customer and are made available to all customer interaction interaction history but interaction history and 3 relevant front-office channels history made available to are made available to relevant front-office relevant front-office channels through channels through a multiple interfaces single interface Customer value metrics are Customer value Customer value Customer value maintained and used for metrics are not used metrics are used for metrics are used for 4 segmenting customers for call for segmenting segmenting specific/ segmenting all types routing, etc customers for call critical types of of interactions routing, etc interactions only Skills-based routing is used to Skills-based routing is Skills-based routing is Skills-based routing is optimize usage of individual or not used to optimize used to optimize used to optimize group skills usage of individual or usage of individual or usage of individual or 5 group skills group skills for group skills for all specific/ critical types types of interactions of interactions only "Interactive Voice Response" IVR is not used to IVR is selectively used IVR is used to identify (IVR) is used to identify callers identify callers and/ or to identify callers and/ callers and/ or issues 6 and/ or issues prior to call issues prior to call or issues prior to call prior to call routing for routing routing routing all interactions "Computer Telephony CTI is not used to CTI is selectively used CTI is used for all Integration" (CTI) is used to identify callers, route to identify callers, interactions to identify identify callers, route calls and calls and perform route calls and callers, route calls and 7 perform screen-pops to screen-pops perform screen-pops perform screen-pops increase agent productivity IP telephony has been IP telephony has not IP telephony has been IP telephony has been explored or deployed in the been deployed in the partially deployed in fully deployed in the 8 contact center to lower contact center the contact center contact center infrastructure costs Virtual workforce management No concept of virtual Virtual workforce Virtual workforce is used to off-load agents from workforce management partially management fully call centers to home offices, implemented implemented primarily implemented to off- 9 and leverage off-peak hours to allow flexibility to load agents from call call center agents centers to home offices, and leverage off-peak hours Contact Center Sales/ Marketing 1 2 3 4 5 Call center agents can Call center agents Call center agents can Call center agents can efficiently respond to inbound cannot respond to respond, with a time efficiently respond to inquiries for product availability, inbound inquiries and lag, to inbound inbound inquiries with 1 pricing, quotes or orders need to transfer to the inquiries after cross- the information being relevant function checking with the readily available relevant function Call center agents can Call center agents Call center agents can Call center agents can efficiently respond to inbound cannot respond to respond, with a time efficiently respond to inquiries for order status, inbound inquiries and lag, to inbound inbound inquiries with 2 changes, shipping information, need to transfer to the inquiries after cross- the information being returns, etc relevant function checking with the readily available relevant function Contact center employees are Contact center Contact center Contact center trained to identify opportunities employees are not employees are employees are to cross-sell a new product or enabled to identify enabled to identify and enabled to identify, service to existing customers, cross-sell qualify cross-sell qualify and close 3 and know how to convert this opportunities opportunities cross-sell opportunity into a lead or sale opportunities as appropriate A real-time offer management No process in place to Process in place to A real-time offer engine is used to generate generate inbound identify and qualify management engine inbound cross-sell/ up-sell cross-sell/ up-sell inbound cross-sell/ up- is used to generate product recommendations or product sell product inbound cross-sell/ up- retention offers based on the recommendations or recommendations or sell product 4 characteristics of the caller retention offers based retention offers based recommendations or (product, purchase history, live on the characteristics on the characteristics retention offers based interaction details, etc) of the caller of the caller on the characteristics of the caller Customer account, order Customer account, Customer account, Customer account, history and payment status is order history and order history and order history and updated and available in real- payment status is not payment status is payment status is 5 time updated or made updated and made updated and available available available but not in in real-time real-time Vouchers, coupons, rebates, Vouchers, coupons, Vouchers, coupons, Vouchers, coupons, and credit memos can be rebates and credit rebates and credit rebates and credit applied within the customer memos cannot be memos can be memos can be contact center and are fully applied within the applied within the applied within the 6 integrated with the financial customer contact customer contact customer contact system center center but not fully center and are fully integrated with the integrated with the financial system financial system Call center agents have access Call center agents do Call center agents Call center agents to product warranty information not have direct access have direct access to have direct access to to process warranty claims to product warranty product warranty product warranty 7 information information but are information and are unable to process able to process warranty claims warranty claims Call center agents have the Call center agents do Call center agents Call center agents ability to perform outbound not have the ability to collaborate with have the ability to telemarketing activities from perform outbound relevant functions to independently perform 8 the contact center telemarketing perform outbound outbound activities from the telemarketing telemarketing contact center activities activities from the contact center General Customer Service/ Case Management 1 2 3 4 5 Detailed customer profiles, Not maintained for Maintained for specific Maintained for each transaction history (purchases, customers customers only and customer and are invoices), preferences/ are available at the available at the point permissions, and interaction point of interaction of interaction 1 history are maintained for each customer and are available at the point of interaction in the contact center Contact center agents have No access to "back- Limited access to Full access to "back- access to "back-office" office" information "back-office" office" information 2 information such as orders, information billing, inventory and pricing information Multiple levels/ tiers of No concept of multiple Dual levels/ tiers Multiple levels/ tiers of customer service agents are levels/ tiers of applied based on customer service used to optimize individual customer service premium/ non- agents are used to 3 skills and performance agents premium customer optimize individual segmentation skills and performance Customers are segmented Customers are not Customers are Customers are based on factors such as segmented segmented but only 2- segmented and multi- customer lifetime value and tiered services tiered services are 4 tiered service is delivered delivered based on delivered accross which impacts access to premium/ non- various service various service options across premium customers options and channels different channels A blended agent approach is Blended agent Blended agent Blended agent utilized to combine inbound approach not utilized approach is partially approach is utilized to and outbound activities to utilized combine inbound and 5 optimize performance outbound activities to optimize performance Contact center supports multi- Contact center does Contact center Contact center lingual agents and customers not support multi- supports bi-lingual supports multi-lingual 6 lingual agents and agents across multi- agents and customers customers lingual customers Customer surveys are used to Customer surveys are Customer surveys are Customer surveys are capture customer feedback not utilized partly utilized primarily fully utilized to capture and manage contact center to only measure and incorporate 7 effectiveness customer satisfaction customer feedback into managing contact center Offshoring has been explored Offshoring has not Offshoring is partly Offshoring is fully or is currently being used as an been explored explored for limited explored for entire 8 option to lower contact center services only gamut of services costs offered Interaction Center Tools And Processes 1 2 3 4 5 Knowledge management tools Knowledge Knowledge Knowledge are integrated within the management tools are management tools are management tools are interaction center platform so not available available but not integrated within the that agents do not need to integrated within the interaction center 1 leave the application interaction center platform so that platform agents do not need to leave the application Agents and customers can Agents and customers Informal process of Formal process of rank the helpfulness of are unable to provide factoring in feedback factoring in feedback solutions in the repository in feedback on the from agents and from agents and order to improve relevance and helpfulness of customers to improve customers to improve 2 quality solutions in the the relevance and the relevance and repository quality solutions quality solutions Content in the knowledge No knowledge Content in the Content in knowledge management repository is management knowledge management frequently updated based on repository maintained management repository is frequently emerging issues and new repository is updated and periodically 3 solutions on an ad-hoc basis updated and a formal process is followed for the same Rules-based guidance such as Rules-based guidance Rules-based guidance Rules-based guidance alerts and event triggers are not enabled to aid the enabled to aid the enabled to aid the pre-configured and used to aid agent during customer agent during specific agent during all 4 the agent during customer calls customer calls only on customer calls calls a tiered basis Interactive scripting tools are Interactive scripting Interactive scripting Interactive scripting used to aid in call handling, tools are not used to tools are selectively tools are used to aid 5 wrap-up scripts, etc aid agents used to aid agents for agents for all specific interactions interactions only Email response management Email response Email response Email response (ERMS) editing tools are used management (ERMS) management (ERMS) management (ERMS) to handle inbound and editing tools are not editing tools are used editing tools are used 6 outbound email, using rules- used for selective for all interactions based pre-defined responses interactions only and email templates A universal agent inbox is used No universal agent Universal agent inbox Universal agent inbox for handling email, telephony, inbox in place in place for selective/ in place for all fax, and other CRM business tiered interactions only interactions 7 transactions (service tickets, sales orders, etc). Broadcast messaging is used Broadcast messaging Broadcast messaging Broadcast messaging to alert contact center agents is not used is used for selective/ is used for all 8 to sudden changes in product tiered interactions only interactions issues, call volumes, promotions, etc Role-based system access is Role-based system Role-based system Role-based system used to provide appropriate access is not used access is used for access is used for functionality and capabilities to different levels of different levels of 9 different levels of agents and supervisors but single/ agents and supervisors common acces only supervisors for agents Copyright SAP. All Rights Reserved
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