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Customer Contact Centre Survey

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					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

21 Please describe other best practices your shared service has adopted to drive leading performance:

    Optional 3rd Party Involvement:
   Please provide the name, email address, phone number and organization name of any person(s) other than yourself you wish to give permission to
   actively participate in the benchmarking process. This person(s) will be included in any and all interactions between you and the SAP team related
   to the validation and comparative results of this survey. By entering this persons contact information, you indicate that you are giving permission
22
   for this person(s) to view your organization’s survey data, benchmark results, and related communications; to participate in meetings; and to
   submit/correct benchmark related data to SAP on your behalf. You also agree that, regarding all aspects of the SAP Benchmarking program, this
   person(s) is subject to the same level of confidentiality to you as you are to SAP.




                                                                  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



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