Convergys At-A-Glance - qcin.orgqcin.org/nbqp/5thnataionalconclave/presentation/manishakapur.pdf ·...
Transcript of Convergys At-A-Glance - qcin.orgqcin.org/nbqp/5thnataionalconclave/presentation/manishakapur.pdf ·...
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.2
Convergys At-A-Glance
WorldwideCapabilities
75,000 employees90 customer and employee contact, service and data centers worldwideClients in 70+ countries speaking nearly 35 languages
A Leading Public
Company
Listed on NYSE, S&P 500, Fortune 1000A Fortune Most Admired Company for eight consecutive yearsServe more than half of the Fortune 50 as clients
Key FactsAbout
Convergys
Host more than 1 billion customer interactions annuallyBilling for 350+ million communications subscribers worldwideNamed to the Top 10 for Innovative Use of Technology by InformationWeek (2007)
7 centers across 4 cities in India
9000+ India based agents
Support 56 programs for 17 clients spanning
Financial Services
Telecom
Technology
Automobile
Shared Services
Handle over 32 Million contacts annually
Convergys in India
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.3
Managing Variation – Secret to Success
FINANCIAL
SERVICE DELIVERY
PEOPLE
Critical Success Factor : Delivering best in class service consistently
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Managing Variation - People
FINANCIAL
SERVICE DELIVERY
PEOPLE
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Managing Variation - People
“Be st output with optimized input”
Efficiency
Indicator of how efficiently theserv ice was prov ided
E.g. – Average worked Hrs,Login efficiency, O ccupancy etc
“How we deliver”
Effectiveness
Indicator of Q uality of service provided
E.g. – C ustomer Satisfaction (C sat),F irst Call resolution, C laim processingA ccuracy etc
“What we deliver”
PEOPLE
SERVICE DELIVERY
FINANCE
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Managing Variation - People
Averages hide variation in the process
• A ll effectiv eness and efficiency metrics are average of team performance
• Q uality Motive – A ll critical metrics to be deliv ered by more than 50% of the team members
• Result • More happy Customers• More bonuses earned by Convergys• More incentives earned by larger no. of Employee
PEOPLE
SERVICE DELIVERY
FINANCE
Average / Mean
Median
Target
Week 4Week 3Week 2Week 1
100
90
80
70
60
7068.5
70.9 71.1 72.368.8
68.6 68.5 65.1
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Managing Variation - People
1. Employee Engagement – Strong employee Engagement model focused on
Fun@workEmploy ee development and healthLeadership engagement and C orporate social responsibility
2. Employee Empowerment - Empowering the employees w ith right skill set to deliv er best in class serv ice
Soft skills – people managementLean six sigma – process and data managementProgram related skill dev elopment – client and v ertical
PEOPLE
SERVICE DELIVERY
FINANCE
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.8
Managing Variation – Service Delivery
FINANCIAL
SERVICE DELIVERY
PEOPLE
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Managing Variation – Service Delivery
“Ef fort to Return on effort ( in terms of hours ) ”
Bi lling Yield
Total Hrs of work paid by the Client, for agiv en program
“Hours of Work Paid by Client”
Net Productivity
Total Hrs of work done by an agent
“Hours of work put in / delivered”
PEOPLE
S E R VI CE
D E L I VERY
FINANCE
E.g Paym ent is per call handl ed and to handl e100 calls it took 5 mins each.Total Hrs of Work paid by client= 100 * 5 / 60 = 8.33 Hrs
E.g 2 agents worked for 6 hrs to handle t he100 calls.Total Hrs of Work done = 2*6 = 12 Hrs
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Managing Variation – Service Delivery
PEOPLE
S E R VI CE
D E LIVERY
FINANCE
10
• AutomationIncrease IVR PenetrationCTI, Voice recognition, automated field updating etc.
• Improve productivity• Process re-engineering
• Do more work with same Head Count
Program Health Indicator (PHI) <80%
Program Health Indicator (PHI) >120%
S uggested performance zone : 80% <= BY/NP <= 120%
Program Health Indicator (PHI) =Billing Yield (BY)
Net Productiv ity (NP)%
BY > NP – getting paid for more than delivered in actual worked hrsBY < NP – getting paid for less than delivered in actual worked hrs
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.11
Managing Variation – Financial
FINANCIAL
SERVICE DELIVERY
PEOPLE
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.
Managing Variation – Financial
PEOPLE
S E R VI CE
D E L I VERY
F I N A NC IAL
SiteActual Forecast Variance
Site RankingRev GP GP
% Rev GP GP% Rev GP GP%
Atria X Y Z% A B C% M N Q% 1
Pune X Y Z% A B C% M N Q% 2
Orchid X Y Z% A B C% M N Q% 3
Bangalore X Y Z% A B C% M N Q% 4
Agora X Y Z% A B C% M N Q% 5
Thane X Y Z% A B C% M N Q% 6
Unitech X Y Z% A B C% M N Q% 7
Total India L P T% E F G% I J K%
Note : Rev - RevenueGP - Gross Profit
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FROM VENDOR TO PARTNER
PEOPLE
S E R VI CE
D E LIVERY
F I N A NC IAL
Profit = Revenue - Costs
Increase C lient Revenue1. Increased Sales2. Reduced waivers to customer
Reduce Total C ost of Ownership (TCO) 1. Effort reduction ( Average Handle Time)2. Resolution in first interaction 3. Automation
FOC US ON “CLIENT FINANCIALS”
Reduced waivers more than USD 1.5 M
(> Rs 7 cr)
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Contact Details
Manisha KapurQuality Leader and Director - Continuous ImprovementIndia, Europe and Mid-EastConvergys CorporationEmail – [email protected]
Vikas MahajanSix Sigma Master Black Belt & Sr Manager – Continuous ImprovementConvergys India Services,DLF A tria, DLF City Ph 2, Gurgaon (Haryana)Email ID [email protected]
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Employee Engagement Focus
• Leadership C ommunication, Town hall, Focus Groups, F ace2Face, Employee Opinion Surveys, Dine w ith Leadership, Managers’ Meeting, Meet and Greet on Birthday /A nniversary and Rewards & Recognition
Leadership Engagement
• Stress Busters activ ities on the floor, Talent Shows, Sports Ev ents, Special Costume Contests / Dress Your Manager, F amily Day, Theme Decorations (Bay /F loor), F estival celebrations
Fun@Work
• Employ ee Wellness Programs, Stress Management Workshops (Yoga, A erobics) , Health conscious awareness camps, Employee Development Workshops, C areer Fairs
Employee Development and
Health
• C ommunity Involvement, Employee volunteering or fund raising for supplies, Blood Donation C amps, Toy /Cloths/Food Donation Drives
Corporate Social Responsibility
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Key EE Interventions – Q2
Bangalore: C ricket Tournament (T10), FinC '09, Akshay Patra, GreenPeace environment awareness campaign
T hane: C ricket Tournament, Toy donation drive for Mumbai Creche, A quarium visit organised for underpriv ilged children co-sponsored by the clients, Theme parties (P irate & Disco)
Pune: Blood donation camp, Antakshari, "Wishing well" lucky dip, Paint ball - team building activ ity , Talentia '09, Community Technology centre organised for computer literacy of underpriv ilged children
A gora: " Biggest Loser Wins", TT tournament, Theme dressing, Antakshari, Rangoli competition, Dress up y our TLs.
Unitech: "U llas" Talent competition, Haute Coutre Fashion @ Unitech, Shopping carniv als, C rosswords, Sudoku, Word Jumble
Orchid: Chandni Chowk @ O rchid, Book donation to Ladakh, on motorbike, theme dressing, "Groovy 60's" Talent Show @ O rchid
A tr ia: Atria Olympics, Dance Atria Dance, Quiz Wiz '09, Operation Joy, Gurukul workshop
Monthly and Quarterly Rewards & Recognition C eremonies (MA CE & QACE), On-Floor Recognition, Service Awards, Dine
w ith Leadership, Birthday & anniv ersary Celebrations
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Program Productiv ity Metrics
A bsenteeism A gent Productivity Occupancy
Shrinkage A UXManned Time
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Program Agent Behavior Metrics
A HT A CW Hold
Short Call Rate Call T ransfer Rate Conferencing Rate
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.
Program Net Productivity =
(1 – absenteeism) * {(manned time * occupancy) + productive non-phone time}Total TKS Hours
Metric Formula (as in iMDS) Explanation
1 – absenteeism Headcount on floor
Manned Time Total Talk Time + Total ACW Time + Total Hold Time + Total Avail Time + Ring Time + Aux In Time + Aux Out Time + Pure Aux
AHT + Avail Time + AUXOR Total Phone Time
Occupancy Handle Time / Manned Time Handle time = Total Talk
Time + Total ACW Time + Total Hold time + Aux In Time + Aux Out Time
Time Active on Phone / Total Phone Time
Productive Non-Phone Time TKS code 51 to 85 Off the phone productive work such e-mailing etc. ie. Part of
Billing
Total TKS Hours All Time punched into TKS
Program Net Productivity
© 2010 Conv e rgy s Corpora tion. Al l rights re se rv ed.
Net Productiv ity – For every 100 people employed, how many peoples’ work do we get
Billing Yield – Billing efficiency - Hrs Paid for (other than training) over total worked hours without training
If PBU = Talk Minute or Per Call, (Occupied Time by Agent) If PBU = Worked Hour or FTE, (Agent Worked Time w/o Training) If PBU = Transaction, Flat Fee, or Production Hour, (Manned Time by Agent + TKS Other Productive Time)
Comparison of BY and NP –If BY > NP – getting paid for more than deliv ered in actual worked hrsIf BY < NP – getting paid for less than deliv ered in actual worked hrs
Suggested performance zone - 80% <= BY/NP <= 120%
Program Billing Yield vs Net Productivity
(1 – absenteeism) * { (manned time * occupancy) + productive non-phone time}T otal TKS Hours (total worked hrs w/o training)