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31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
31 Nov 09 - Call Centre Standards and Benchmarking
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31 Nov 09 - Call Centre Standards and Benchmarking

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Presentation given at Dti BPO Strategy Conference - 20 November 2009 at Port Elizabeth, South Africa. Presentation duration: 60 minutes + Questions …

Presentation given at Dti BPO Strategy Conference - 20 November 2009 at Port Elizabeth, South Africa. Presentation duration: 60 minutes + Questions
For more information rod.jones@c3africa.com

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  • 1. Rod Jones
    Consultant – Analyst
    Contact Centres: Global & Regional Trends and Influences
    A member of the Ascentys Group
    www.c3africa.com
  • 2. Themes :
    • 2009 > 2010 : From Crisis to Growth:Driving Operational Efficiency and Reducing Cost
    • 3. Insights for High Performance 2009> 2010
    Sources:
  • 4. Five Key Challenges
    Into 2010
    Increase
    Customer
    Satisfaction
    Reduce Cost
    Of Operations
    Increase
    Efficiencies
    Increase
    Revenue
    Reduce
    Risk
    Doing a lot more …..
    With a lot less …..
    Without compromising quality
    Fulfilling The Key Elements
    of Most Organisations’ Strategic Plans
  • 5. 10 Year Comparison – Performance KPIs / Metrics
    2008
    1998
    Performance Metric
    65%
    72%
    % Calls Answered < 10 Secs
    Ave. % Calls Abandoned
    (Agent Queues)
    12%
    6%
    81%
    83%
    1st Call Resolution Rate
    39 secs
    23 secs
    Ave. Speed to Answer
    Ave. Wait Time Until Call
    Abandoned
    45 secs
    53 secs
    % of Total Agent Capacity Utilized on Speaking to Customers
    62%
    57%
    Ave. Time Taken to Respond to Customer Message (voicemail)
    20 hrs
    11 hrs
    Source: Global Contact Centre Benchmarking Report 2008, Dimension Data
  • 6. The Global Quest to Increase Operational Efficiencies
    2.1 What are the three most important current main commercial drivers of the contact centre ??
    Source: Global Contact Centre Benchmarking Report 2008, Dimension Data
  • 7. Typical Contact Centre Costs
    Source: Dimension Data Global Benchmark Report
  • 8. Contact Centres: Global & Regional Trends and Influences
    A member of the Ascentys Group
  • 9. KEY THEMESTrends - Impacts
    1: Strategic re-Alignments
    2: Manpower & Staffing
    3: Technologies
  • 10. Key Strategic Trends
    • Cut Costs – Deliver More – Increase Quality
    • 11. A time for Introspection
    • 12. Self Analysis – Auditing – Benchmarking
    • 13. Implementation of Operational Standards (e.g. SABS)
    • 14. Changes in the Staffing / Personnel Environment
    • 15. More focus on Compliance Issues & Liability Protection
    • 16. Sarbanes-Oxley / King III
    • 17. Payment Application Data Security Standard (PA-DSS and PCI )
    • 18. Sector Growth
    • 19. Debtor Management & Collections
    • 20. Sales and Revenue Generation
    • 21. Resurgence of ‘Professional TeleMarketing’
    • 22. Attracting International BPO
    • 23. Technologies
    • 24. Towards Self-Service
    • 25. Quality Assurance
    • 26. Outsourcing & Hosted Solutions
    • 27. Increase Bandwidth – Reduced Costs?
  • Moving Ahead into 2010
    OLD PARADIGM
    NEW PARADIGM
    Call center is a support function
    Call center is a source of value creation
    Customer service is a necessary evil
    Customer service is a company and product differentiator
    Reactive mindset
    Proactive mindset
    Play catch-up with customer needs and expectations
    Stay ahead of customer needs and expectations
    Goal is customer satisfaction
    Goal is customer advocacy and product differentiation
  • 28. Manpower & Staffing
    • Working with the “Y-Generation”
    • 29. Unionisation in Contact Centres
    • 30. BBBEE and Labour Legislation
    • 31. Changes to Employment Equity Act
    • 32. Women, Youth, People with Disabilities
    • 33. Department of Labour’s Human Resources Development Strategy
    • 34. Chief Learning Officer (CLO)
    • 35. Delivering career-pathing and employee engagement
    • 36. Wellness
    • 37. Effective Workforce Management
  • 12
    Winds of change
    Boomers Generation Generation
    X Y
    Generation statistics
    Percent of population 41% 20% 14%
    Ave. no. of hours spent at work per week 42.6 39.1 35.4
    Percent reporting that their job 'severely' or 'very severely' interferes with their family life 14% 29% 36%
    Percent of 'leavers' (people considering leaving their jobs) who cite work/life imbalances as a key reason 12% 45% 48%
    Percent who would like additional responsibility in the workplace 60% 39% 23%
    Percent of men who would like more flexible working arrangements 23% 69% 75%
    Percent of women who would like more flexible working arrangements 65% 83% 85%
    Percent of men who predict that they will work on a part-time basis in the next 5 years 1% 12% 19%
    Percent of women who predict that they will work on a part-time basis in the next 5 years 15% 19% 36%
    Percent reporting that they would leave their jobs for greater control over their work schedules 1% 66% 85%
    Percent reporting that they would leave their jobs for greater flexibility 2% 59% 92%
    Percent reporting that they would leave their jobs for the ability to work fewer hours 1% 48% 64%
    Percent reporting that they would leave their jobs for the ability to telecommute 0% 50% 75%
    Percent who expect to leave their current employers in the next year 43% 52% 70%
    Used with permission
    © 2007-2008 Quest Flexible Staffing Solutions. All rights reserved.
  • 38. www.contactindustryhub.co.za
    “Resources” Tab
  • 39. Sector Growthin South Africa
    Points for Discussion
    • Debtor Management & Collections
    • 40. Sales and Revenue Generation
    • 41. Resurgence of ‘Professional TeleMarketing’
    • 42. Attracting International BPO
    • 43. City of Joburg BPO Park
    • 44. Growth in Public Sector Contact Centres
    • Motivated & Subsidised by City
    • 45. Joburg CBD
    • 46. 3 ,500 Seats
    • 47. Phase One operational early 2011
  • 48. Impact of Technology
    Points for Discussion
    • Towards Self-Service
    • 49. More demanding Customers
    • 50. New ‘Tech-Savvy’ customers
    • 51. More sophisticated technologies
    • 52. Drive for cost reduction (human capital costs)
    • 53. Quality Assurance, Compliance, Security Issues & Liability Protection
    • 54. The Advent of Interaction Analytics and Process Automation
    • 55. Outsourcing & Hosted (On-Demand) Solutions
    • 56. Increase Bandwidth
    • 57. Reduced Costs ?
  • Technology Drivers 2009>2010
    The key business drivers of cost reduction and revenue growth have given rise to a number of significant trends including :
    • Interaction Analytics
    • 58. ‘Offshoring’ and outsourcing
    • 59. Self service
    • 60. Growth of the virtual contact centre
  • Technology Drivers 2009>2010
    “Another driver will be the desire by larger enterprises to insure business continuity and compliance with Sarbanes-Oxley. The combination of quick deployment, minimum or no upfront investment, a tight correlation of revenue streams with expenses, and the ability to free up enterprise personnel to focus on core business functions makes the hosted contact centre solution an attractive and smart choice for such organisations.”
  • 61. Key Business DriversWhy Companies Outsource
  • 62. CONNECTIVITY
    The Game is on !
    • Global Surplus capacity (not in SA !!)
    • 63. Pressure on tariffs
    • 64. More competition (Telkom, Neotel, IS, MTN, Vodacom etc)
    • 65. Roll-out of the Telkom (and other VARS) wireless network/s
    • 66. Satellite Quality and affordability
    • 67. Hosted Services (In the Cloud / telco)
  • Public Sector Service Delivery
    Dramatically growing awareness of ‘Service Delivery’
    • Service=votes !
    • 68. Reduce costs – increase efficiencies
    • 69. Track ‘accountability’ / Security / ‘Corruption Management’
    • 70. Influence / Impact of Trade Unions
    • 71. Consolidation (Shared Services)
    • 72. Outsourcing non core services
    • 73. Public-Private-Partnerships
    • 74. Government data pooling / in co-operation with private sector data pools
    • 75. Monitor & Manage productivity
    • 76. Fraud Detection / Risk Management
    PRIMARY CHALLENGE
    • Educate government re benefits of Contact Centres and Outsourcing
  • CLOSINGThe Current Contact centre Environment
    Enterprises have cut technology spending
    Reconsidering Options – ‘Sweat the assets’
    Cutting Costs & Customer Retention
    Customer Service becomes a key differentiator
    The Challenge of Efficiency versus Effectiveness
    Drive Costs down, Efficiency up – without compromising Quality
    Organisations need to understand customers’ reasons for calling
    Monitor & analyse calls
    Equip agents with proper tools
    Analyse calls to find skills gaps
    Drive for Compliance, Liability Protection and Quality Assurance
    The Virtual Contact Centre & Mobile Agents
    Adoption of new staffing models and WFM/WFO
  • 77. THANK YOU
    -Questions -
    A member of the Ascentys Group
    www.c3africa.com

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