Overview of all KPI s Zürich, PDF

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Overview of all KPI s Zürich, The dimensions of content are based on the European Quality Standard for Service Centers (EN 15838) Content General Quality KPIs for location,

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Overview of all KPI s Zürich, The dimensions of content are based on the European Quality Standard for Service Centers (EN 15838) Content General Quality KPIs for location, languages, type of service, office hours and aims KPIs for certificates, process und quality management Processes / Technology KPIs for used channels for each process, with volumes. Toolsupport for staff scheduling and load balancing, IVR, language recognition etc. Employee KPIs on the number and structure of employees, employment contract, salary, recruitment, education, development, fluctuation, employee assessment and employee satisfaction Efficiency Clients KPIs for Service Level, First Contact Resolution, use of Self Service, costs and outsourcing KPIs for customer satisfaction and complaint management 2 General questions 1 1 In what country is your service center located? 2 What percentage of all contacts represent the following services / processes (Total must be 100%)? q Netherlands q Germany q Spain q... q General customer service q Assistance and claims q Helpdesk... % Advice and information... % Orders / purchases... % Administrative matters... % Complaints / comments... % Cancellations... % Roadside assistance... % Medical & legal assistance... % Claims management... % technical helpdsk for customers... % internal helpdesk for employees q Outbound / campaigns... % customer loyalty / customer information... % up cross selling... % custoemr feedback... % customer acquisition... % retention 3 General questions 1 3 How is the contact volume distributed among your client groups? 4 What are the official languages offered by your service center?... % Business clients (B2B)... % Private clients (B2C)... % Interal clients q German q Itallian q French q English q Spanish 5 What type of service center is it? q In-house service center q Service provider for third parties 6 What are the business hours of your service center? q Rätoromanish q Portuguese q Serbo-croat q Turkish q... q Monday - Friday, q Monday - Friday, extended service hours to q Monday - Friday, extended service hours to Uhr q Monday - Friday, 24 hours q Monday - Saturday, q Monday - Saturday, extended service hours q Monday - Sunday, extended service hours q Monday - Sunday, 24 hours 4 General questions 2 7 Please rate the importance of the following goals for your service center: Increase client satisfaction... Increase employee satisfaction... Enhance quality... Increase efficiency... Optimize processes/technology... Scale: not at all important not important not very important neutral somewhat important important very important 8 How do you assess the strategic importance of the service center in your company? 5 years ago Today In 5 years Scale: not at all important not important not very important neutral somewhat important important very important 5 Processes / Technology 1 10 Which of the following contact options do you currently offer to your clients? q Telephone q Letter q q Fax q SMS, MMS q Web Form q Web-Portal q Chat q Video q Messenger services q Other 6 Processes / Technology 2 (Voice Channel) Telephone /... 11a What is the average number of calls that you receive at the service center per month? 12a What is the average handling time for the telephone channel (including wrap-up time)? (same for video)... Number of calls... Minutes... Seconds 13a How high is the effective service level (SL) on a yearly average? 14a How high is the target service level? age... Days... Hours...Minutes... Seconds age... Days... Hours... Minutes... Seconds 15a How many times did you achieve the desired service level? 16a What is the level of the first contact resolution (FCR) in the telephone channel? 17a What is the percentage of calls that are disconnected before an employee can respond? 18a In which percentage of incoming calls, do you initiate the following activies?... Scale: never very rare rare occasionally often very often always... %... %... % Loyalty program... % Up- and cross selling... % Information & administration... % Special promotion ( wow-effect ) 7 Processes / Technology 3 (Voice Channel) Telephone 19a What is the spread between incoming and outgoing calls? (Total must equal 100%) (same for video)...% incoming...% outgoing 20a Are you using Voice Portal or Interactive Voice Response? 21a Do you use language recognition tools? 22a Which technolgies do you use to support voice communication and how frequently? q Used previously q Introduction planned q Used previously Call identification... Recorded greeting... Scheduled call back... Voice print... Speech analysis (emotions, etc)... Skill-based routing... Prioritization of calls... Dialog scripts... Scale: never very rare rare occiasionally often very often - always 8 Processes / Technology 4 (non verbal channel) / Letter /... 11b How many letters do you receive at the service center per month on average (excluding direct mail campaigns)? 12b What is the average handling time for the letter channel (incl. wrap-up time)? 13b What is the annual average of the effective servicelevel (SL)? 14b How high is the target service level? (same for all non verbal channels)... Number of letters... Hours... Minutes... Seconds age... Days... Hours... Minutes... Seconds age... Days... Hours... Minutes... Seconds 15b How many times did you achieve the desired service level? 16b What is the level of the first contact resolution (FCR) in the non verbal channel?... Scale: never very rare rare occasionally often very often always... % 18b In which percentage of incoming calls, do you initiate the following activies?... % Loyalty program... % Up- and cross selling... % Information & administration... % Special promotion ( wow-effect ) 9 Processes / Technology 5 (non verbal channel) / Letter /... 19b What is the spread between incoming and outgoing letters? (Total must equal 100%) (analogical for all non verbal channels)...% incoming...% outgoing 21b Are you using OCR Tools? (Optical Character Recognition) 22b Which technologies do you use to support written communication? q Used previously Content analysis for contact routing... Data extraction... Provide relevant text blocks... automatically Answer full automatic... (e.g. by response system) Scale: never very rare rare occasionally often very often - always 10 Processes / Technology 6 23 Which of the following channels do you plan to offer your customers in future? 24 Which of the following platforms do you monitor to keep track on the communication of your company? 25a Do you use dedicated workforce management tools? 25b For which channels do you schedule employees based on the expected contact volume and using the professional scheduling tool? 26 Do you use an integrated load balance in order to allocate resources and to maximize the service level? 27 How important are the following process optimizations in your Service Center? q Telephone q Letter q q Fax q SMS, MMS q Web Formular q Web-Portal q Chat q Facebook q Twitter q Customer Forum q Google+ q Telephone q Letter q q Fax q Video q Messenger services q Other q Other ne q Previously used q SMS, MMS q Web Formular q Web-Portal q Chat q Previously used q Video q Messenger services q Other Simplify processes... Reduce the number of processes... Automate (Partial-)Processes... Convert processes to self-service... Improve process integration between... Service center and back office Scale: very unimportant - unimportant rather unimportant neutral rather important important very important 11 Processes / Technology 7 28 Which cross-channel technologies are you using to support your service center and how often? Central routing / universal queuing... Trouble-Ticket System... Operational CRM (e.g. Workflow-System)... Knowledge Database... Analytical CRM (e.g.. Data Warehouse... System, Business Intelligence) Scale: never very rare rare occasionally often very often - always 12 Processes / Technology 8 (only if outbound / campaigns = 50%) Telephone 29a What is the average number of calls you generate per month?? 30a What is the average handling time for a call (including preparation and wrap-up time)? 31a What is the gross contact rate?... Number of calls... Minutes... Seconds 33a What is the net contact score? 34a What is the Lead Conversion Rate? 35 When do you have the best reachability? q Before 08:00 q In the morning 08:00 11:00 q Lunch time 11:00 14:00 q In the afternoon 14:00 17:00 q In the veneing 17:00 20:00 q After 20:00 13 Processes / Technology 8 (only if outbound / campaigns = 50%) 29b On average, how many s do you send per month?... Number of s 31a What is the gross contact rate? 32a What is the click rate? 33a What is the net contact score? 34a What is the Lead Conversion Rate? 14 Processes / Technology 8 (only if outbound / campaigns = 50%) Whit 29c On average, how many letters (white mail) do you send per month?... Number of letters (whit ) 31a What is the gross contact rate? 33a What is the net contact score? 34a What is the Lead Conversion Rate? 15 Processes / Technology 8 (only if outbound / campaigns = 50%) 36a What is the percentage of the following outbound campaigns? 36b Which multi channel combinations do you use? 36c Do you also use social media platforms for your outbound campaigns?...%...%...%...%...%...%...%...% Telephone campaigns campaigns Letters / Whit Combined multi channel campaigns Phone - Phone - letter - letter Phone - letter q Introduction planned q Used previously 37 What technology do you use for outbound campaigns? Campaign Management System Power Dialer Predictive Dialer Preview Dialer / Newsletter Tool Print- and packiging line Scale: no no longer planned - yes 16 Efficiency 1 40 Do you use self-services? 41 Which self-services do you use and how often? 42 What are the drivers for the self-services in your Service Center? q Previously used Interactive Voice Response (IVR)... Automatic Speech Recognition (ASR)... Web-Form... Client portal... App... SMS/MMS... Chatbot... Client community... Scale: never very rare rare occasionally often sehr often always Enhance client satisfaction using... multi-channel availability Enhance client satisfaction by... reducing waiting times Enhance employee satisfaction... by reducing simple cases Use additional capacity for... marketing activities Reduce costs through reduction of... contacts with employees Options : does not apply at all does not apply rather inapplicable neutral rather applicable - applicable bull^s eye 17 Efficiency 2 43 Are there service center areas being outsourced? 44 Which areas are being outsourced, in what extend and where? q Outsourcing planned q Previously outsourced Information % of the volume Orders / Purchases % of the volume Administrative concerns % of the volume Complaints % of the volume Canvellations % of the volume Roadside and travel % of the volume assistance Medical and legal % of the volume assistance Claims Service % of the volume Technical helpdesk % of the volume for clients Internal helpdesk % of the volume for employees Outbound % of the volume campaigns Options: not outsources within Switzerland within Europe outside of Europe 18 Efficiency 3 45 Please evaluate the criteria for the decision to outsource Cost cutting by increasing flexibility... Cost cutting by lower introduction costs... of the outsourcer Quality improvement through high... expectations and access to best practice Quality assurance thanks to access... to reserve capacities Strategic decision to outsource... non-core functions Improve time to market of products... and services Other:... Scale: very unimportant - unimportant rather unimportant neutral rather important important very important 19 Efficiency 4 46 Assess the criteria against the decision to outsource: Service Center is the core function of the... company Corporate Decision no outsourcing... Inadequate cost savings... Too much risk... Lack of potential third-parties... Regulatory obstacles (date protection)... Loss of Know-how, lack of customer focus... Bad experiences... Options: does not apply at all does not apply rather not applicable neutral rather applicable - applicable bull s eye 47a How many workplaces do you have in your service center? 47b What percentage of the total number of workstations are equipped as home offices?... Service Center seats Current... % Planned 1-3 years... % 48a Specify what percentage of the annual operating costs of your service centers account for the following positions (total must equal 100%) 48b What are the overall costs of the service centre?... % Staff costs... % Technology costs... % Building infrastructure... % External Service Provider... % Other Annual operating costs 20 Quality 1 50a Have you defined and documented processes to ensure the level of quality in the service center? q Previously used 50b Which certificates do you have or are you planning to achieve? EN15838 Quality Management in CCC... Quality seal Telemarketing... ISO Complaint Management... ISO 9001:2000 Quality Management... EFQM Quality Management... SA 8000 Socially Responsible Corporate.. governance ISO Social Responsibility... Other:... Options: yes no planned not anymore 51 Which systems are available in your service q Manuel Systems ( , Excel, etc.) centers in order to monitor the status of q Automatic Systems (Processes, Workflow, CRM, etc.) forwarded requests / concerns to the specific systems departments? 38 What tools do you use to improve the quality of the workstation? q Acoustic optimization in buildings ise protection at workstation q Ergonomic workstation q Humidification q Wireless headphones Options: yes no planned not anymore 21 Quality 2 52 What methods do you apply for the education Analysis of completed contacts (e.g.... and training needs and how often do you use conversation analysis) them? Focus groups with customers... Mystery shopping in the Service Center... Client feedback / CET / NPS... Screen shots... Videoanalysis... Target review... Other: Options: not used yearly half-yearly quarterly monthly weekly daily 53 What tools do you use to improve the quality q Acoustic optimization in buildings of the workstation? ise protection at workstation q Ergonomic workstation q Humidification q Wireless headphones 54 Do you have an innovation programm in place? 55 What is the investment rate at your service center? Options: yes no planned not anymore q Staff input / incentive scheme q Innovation board / groups q Creative floor, areas q Culture and values supporting innovation q Others... % of the annual operating cost 22 Employees 1 60 How many people are employed at your service center and at what level of employment? 61 What is the gender ratio in your service center? Total must equal 100% 62 What is the age ratio in your service center? Total must equal 100% 20% 40% 50% 60% 80% 100% Total Total FTE Male Female 30 Y Y Ø 50 Y Employee Employee Employee Supervis. Teamleader Manager Supervis. Teamleader Manager Supervis. Teamleader Manager 63 What is the percentage of foreigners working in your service center?... % 64 How many persons with disabilities are employed in your service center?... Number 65 Do you have a code of conduct in your service center or are you planning to introduce one? 23 Employees 2 66 What is the conversion of the total working time in productive customer-oriented time among employees in your service center? Total must equal 100%... % Productive customer time... % Waiting time... % Training / Coaching... % Breaks, Meetings, etc.... % Absence due to illness... % Other non-controllable absence 67 What percentage of your employees is speaking one or more of the officially offered languages in your service center? 68 How often do you use the following channels for staff recruiting? 69 Evaluate the following selection criteria for the recruitment of employees... % One language... % Two languages... % Three or more languages Internet... Headhunter... Employment agency... Internal... Personal contact... Recommendation... Advertisement... Radio / TV... Scale: never very rare rare occasionally often very often always Events... Social Media... Unsolicited... application Regional... employment referral Career changers... Other: Language skills... Teamplayer... Verbal comm.... Ability to deal with... Written comm.... IT-solutions Expertise... Sales oriented... Flexibility... Education... Stress resistance... Service- and client... oriented Scale: 24 very unimportant - unimportant rather unimportant neutral rather important important very important Employees 3 70a How important are the following trainings and further eduations for your service Center? (Switzerland) Basic education expert client dialog... EFZ Call Center Agent CallNet.ch... Certified Contact Center Supervisor... CAS Client dialog management ZHAW... Internal management or coaching trainings... Internal expert training... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 70b How important are the following trainings and further educations for your service center? (other countries) Internal expert training... Internal management or coaching trainings... External expert training... External management or coaching trainings... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 71 On average, how many days per year are being invested in trainings and further educations per employee? Initial training... Days Training and further Ongoing... Days education Coaching... Days 25 Employees 4 72 Which trainingmethods do you use frequently? Trainingprogrammes... (Computer based Training) Group training... Live-Coaching... Show video examples... Manuals... Options: not used yearly half-yearly quarterly monthly weekly daily 73 With which performance indicator do you Number of contacts... measure the performance of your employees Length of contacts... and how often are they being discussed with Quality of contacts... the employees? First Contact Resolution... Client satisfaction surveys... Sales performance... Other: Options: not used yearly half-yearly quarterly monthly weekly daily 26 Employees 5 74 How important are the following measures to encourage your employees? Major support at the start of employment... Further education for employee... (development of competencies & skills) Mentoring programms... Illustration of development track... Work out an individual development track... Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 75 How strong do you support the following measures to encourage employee loyalty? Above-average payment... Bonus payments and rewards... Assignment of a mentor / buddy... Flexibility for self management and... freedom to make decisions Celebration of goal achievements... (Temporary) transfer into other... departments Flexible working models (parttime, job-... Rotation, annual working hours, home office) Closer review of candidates during... recruitment Other: Scale: very unimportant - unimportant rather unimportant neutral rather imortant important very important 27 Employees 6 76 Are employees / agents authorized to credit clients for anything e.g. goodwill measures? 77 What is the gross salary (in thous.) per year? Employee Supervisor Teamleader Manager q Previously yes, not anymore Minimum Averagely Maximum 78 What is the average number of days absent due to sickness, occupational and non-occupational accidents per person per year for: Employee:... Tage Supervisor:... Tage Teamleader:... Tage Management:... Tage 79 How many persons have left the service center in the previous year? 80a Do you measure employee satisfaction? Employees Supervisor Teamleader Manager External Departures Internal Transfers q Früher gemessen 28 Employees 7 80b How and how often is employee Through personal assessment and... satisfaction being measured? promotion discussions Structured surveys (Online or by let
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