Snapshotz Assessments & Audits

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Snapshotz: the Evolution the Call Center Audit Accelerating Improvement in your Call Center

description

Snapshotz is revolutionizing the way call and contact center operators are looking at their centers. Objective assessment, meaningful benchmarking, actionable results. Snapshotz is a planning tool, a management tool, a reporting and process improvement tool. Snapshotz is the one tool your call center can\'t be without.

Transcript of Snapshotz Assessments & Audits

Page 1: Snapshotz Assessments & Audits

Snapshotz: the Evolution the Call

Center AuditAccelerating Improvement in your Call Center

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The Call Center Audit

Archaic - a hearing

Audit - any thorough ongoing check or examination

Audit - a methodical examination or review of a condition or situation Audit - examine carefully for accuracy with the intent of verificationAudit - consider in detail and subject to an analysis in order to discover essential features or meaning

GOAL: Ascertain the validity and reliability of information; provide an assessment of your current system's internal

control.

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Why Assess or Audit your Center?

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Factors Driving Assessment

Verification and setting priorities - Assessment, Planning and Objective Setting

Better customer outcomes, increasing revenues, cost reduction,

`Doing More for Less’

Regulatory bodies + the economy have highlighted the importance to organize and improve performance control and compliance systems.

Customer service centers are uneven energies of people process + technology moving at an uneven pace

Several levers can be manipulated to achieve customer and stakeholder objectives - Need for constant review and prioritization

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Why Do Audits?

Center not achieving TargetsNew Initiatives to improve Service, Quality, CSATNew Products or Services being introducedPreparing for new/upgraded technologyMove to a Profit CenterNew site or locationPeople churn

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Audits/Assessments can Pay Off

$6 million in annual savings for a Major Bank,

$1 million in first year savings for a Publisher,

$1.5 million saved through process re-engineering for a major printer manufacture

Creation of Strategic Plan for services company rolled out to 25+ centers

Transformed services center: improving Grade of Service from 20% to 80% while reducing costs

For an international eCommerce retailer improved agent productivity by 54% while reducing cost per contact by 47%

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Audits Historical & What was Expected

Past Audit Process

Expert Consultants Consultants on-site for

days/weeks/months Lots of questions, interviews Data interrogation Big Report

Your Commitment

1+ consultants On site for Days- Weeks – or

Months Gather & prepare:

All Reports All process Documents/Maps All Payroll details All technology details

Time investment: Manager – 50%, Senior Management,

Supervisors – 10%, IT, Agents <5%

Big Cost- $50,000 and up

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Snapshotz: New Option Today

Cloud based, SaaS, Hosted DIY Approach Intelligence built into the Application

The Only Product available that does all this

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Snapshotz Online New Zealand firm launched in 2007 - Hundreds of audits completed

worldwide Taylor Reach is the North American Certified Partner

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Deep Dive

In-Depth Analysis 8 Sections, 29 sub sections, Up to 620 data points assessed

Snapshotz OnlineAudit, planning, training, comparison of teams and performance, review and reporting.

Software as a Service (SaaS)ONLY browser software, e.g. Internet Explorer is required + connection to the internet

Easy Access

No hardware or software to buy, install, maintain, or update. Access to the application is easy: All required is an Internet connection

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Verticals & Variables

The industry verticals covered range from Agriculture, Manufacturing, Electricity, Construction, Wholesale + Retail Trade, Retail Trade, Transport

and Storage, and everything in-between

1. The importance of the variable to the functioning of the contact center

2. Calculations to derive the score for each subsection and section

Criteria 1: Functionality

1. Legal requirements that are universal and adjustable

2. Based on Geographic region

Criteria 2:

Legal Requirement 1. Weightings and

Ratings are constantly reviewed and adjusted

2. Include emerging issues i.e. Monitoring customer complaints on social media

Weightings + Ratings

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Levers & Variables in the Customer Service Environment

Scheduling and resource planning

Service Measures

Reporting – Contact Center Metrics

Contact volumes and costs

Call and contact flow monitoring and management.  

Call and contact quality management

Quality of voice messages, automatic response and other customer contact  

Technology

Quality and process analysis

Planning and Objective Setting

Operational Metrics

Call / Contact Center Objectives and Strategy  

Business process alignment and change management

Disaster Recovery Plan, Data Security and Compliance  

Corporate Objectives + Strategy Fit  

Customer Relationship Management

Contact Center Structure  

Customer contact

Customer Complaint Management  

Customer satisfaction

Recruitment / Career Development / Remuneration

Training

Internal Communications

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Levers & Variables in the Customer Service Environment

Health & Safety - Health, Safety and Environment  

Health & Safety - Display Screen Equipment (DSE) and the working environment  

Health & Safety - Environmental controls and practices in place or what needs to be in place.

Health & Safety - Eyes and eyesight, voice, hearing / noise, and musculoskeletal disorders (MSD) are covered in this section.

Staff Wellbeing - Covers abusive contacts and work related stress and approaches centers take to reduce stress.

Staff Wellbeing - Cover daily work routine and work practises within the center.

Health & Safety and Staff Wellbeing

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The Snapshotz Score

•The Snapshotz Benchmark Score is the average of the score achieved by the top 25% of those organizations employing Snapshotz.

•Snapshotz score is only a guideline. A more accurate benchmark is yr over yr or a comparison against the same vertical in a similar geographic region.

•Benchmark reports can be requested if required, additional $.

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The Audit Assessment Process

1

•Definition - what is required to be audited

2

•Scheduling – when, who is to carry out the audit and what locations geographic or internal departments are to be assessed.

3

•Preparation - collection, data, process documentation and lists of what to look for and an interview list.

4

•Execution – conducting the audit

5

•Documenting - audits and tracking of actions

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The 5 Step Approach

Step 1: Definition • Snapshotz details the 8 main sections and the 29 subsections that are required to be audited.

Step 2: Scheduling • Assessors have complete control over who when where and what …• Snapshotz online will let you assign the license for up to 5 members • Snapshotz online lets you audit and compare different locations, internal departments and teams

within a departments.

Step 3: Preparation • The structure of Snapshotz online tool checklists acts as a guideline for preparation. Assessors and auditors will find preparation easy using Snapshotz Online. Very difficult when you don’t know what to look for especially for those new to the task.

• The detail within the subsections as well as the corresponding notes within the Snapshotz online tool will enable the assessor / auditors to identify what’s required and other preparatory work required.

Step 4: Execution • The structure of the sections, the ability to move easily in, out of and through the sections make execution less tedious and quick.

• The Snapshotz online tool allows flexibility yet structure that is required to achieve a consistent process that’s valid and can be used time after time.

Step 5: Documenting

• The structure of Snapshotz online tool checklists means documentation needs are taken care of as you audit.

• Tracking of actions is made easy as Snapshotz Online enable assessors to make notes and create a task list under every question / variable that is being assessed.

• The reports generated once the audit is complete enable the prioritization and follow up of actions.

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Reporting

To win in life you must turn your experience into wisdom. So, slow down. Wisdom is gleaned over time, not overnight. Then, drill down. The treasure is there, but you have to dig for it.

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The Process Regardless of the Assessment Approach – The Process is the Same

Strategic Assessment

Discovery

Data Collection

Methodology

Process

Technology

Human Capital

Measurement + Goals

Stakeholder Interview

Assessments

Assessment Tools/Tactics

Benchmark Contact Center

Relevance Rankings

Change Management

Proof of Concept

Recommendations

Benchmark Call Center to Competitors

“Low-Hanging-Fruit”

Best Practice

Assessment

Opportunities

Process + Training

Risk Reward

Methodology + Technology

Customer Sat Model

Implementation

Knowledge Transfer

Monthly Customer

Satisfaction Reporting

Center Performance

Measurement

Comparison to Competitors

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Hierarchy

Audit Level1. An assessment carried out by an individual or individuals within an

organization without verification by an external party

2. An assessment carried out by an individual or individuals within an organization with some verification by an external party

3. An assessment carried out by an external party with or without aid from internal individual or individuals within an organisation with verification of results

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The Bottom Line

Traditional Assessments (Level 3), through Traditional approach will cost $50,000 and up

Snapshotz Online is a fraction of this cost and can;Enable additional budget to address deficiencies or capture

opportunitiesDemonstrate to senior management how the center is

performing from an independent perspectiveBecome an annual ‘health check’

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Pricing Options

Option 1Snapshotz Online Assessment (Level 1) is only $2,500.00 for 1

license; includes support from an experienced call center consultant and all reporting

Option 2A 3 Year subscription plan @ $2,500 per year for 5 licenses

including consulting support and reporting

Audit results are acceptable for some call center certification programs

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Summary

Audits/Assessments are one of the best tools for gauging the health and effectiveness of your call center.

They support: Improved efficiency, Improved CSAT, Improved Agent engagement and ESAT, Improve revenue generation,

Regardless of the approach you take, Audits should be a part of your toolkit

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Coordinators Colin TaylorCEOThe Taylor Reach Group, [email protected] x200

[email protected]

www.thetaylorreachgroup.com/snapshotz 647-729-3991

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Questions