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Jiří Matoušek: Rising costs, contemporary issue of call centers

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• Cash collected, efficiency, productivity – What else is important?
• What is success of a call center?
• How to decrease costs?
• Health Check: What should be considered?
• What should be considered when moving a call center?
• What other factors can have impact?

Published in: Economy & Finance
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Jiří Matoušek: Rising costs, contemporary issue of call centers

  1. 1. Collections ImprovementRising Costs – ContemporaryIssue of Call Centers.Early collections conferenceJiří MatoušekPrague 1/31/2013Confidential | v.03
  2. 2. Adastra Business Consulting is a division of Adastra Group, specializing in executive strategic advisoryservices. Its 30 consultants expertise comprises of risk management, fraud prevention, collections &recovery, marketing and pricing strategies, value based management and controllingABC 2
  3. 3. Early as well as Late Collections should be perceived as a set of small intermediate steps in a one complex process.What is collections? EARLY 1. 2. PROCESSES ORG. STRUCTURE 7. 3. SEGMENTATION CAPACITIES TECHNOLOGY COLLECTIONS Optimal 6. 4. MOTIVATION Performance MONITORING 5. SYSTEM SUPPORT RESOURCES 3
  4. 4. Success of an EC call center can be measured in many different ways. It is impossible to define one indicator that couldcover all expectations. Nevertheless a few particular indicators should be considered.What is success of a call center? # of Cured PTPs (#, €) Product ivity Provisions # of Calls Flow Portfoli Success? Rates o Costs % of Efficien portf. Client cy Approach % cash collect. 4
  5. 5. Contemporary trend in early collections is moving call centers outside of big cities to reduce costs. Trend – decrease costs => move call centers to smaller cities Why and where? Who is the best EC collector? Top 5 bank in Ukraine EC call center -> Kherson Gender: Male/Female? Kherson – 300 000 inhabitants, 16th biggest city in Age: Old/Young? Ukraine, high unemployment rate, 40 % below poverty line* , 4 universities Education: Graduated/student/Undergraduated? Employment: Part time/ Full time? Length of employment: Short/Long? 5*) The Ukrainian Audit Chamber, 2011
  6. 6. Contemporary trend in early collections is moving call centers outside of big cities to reduce costs. Trend – decrease costs => move call centers to smaller cities Why and where? Who is the best EC collector? Top 5 bank in Ukraine EC call center -> Kherson Gender: Male/Female? Kherson – 300 000 inhabitants, 16th biggest city in Age: Old/Young? Ukraine, high unemployment rate, 40 % below poverty line* , 4 universities Education: Graduated/student/Non-graduated? Employment: Part time/ Full time? Length of employment: Short/Long? 6*) The Ukrainian Audit Chamber, 2011
  7. 7. Before the move, the company should consider all potential risks that can appear.Business case Potential Issues Implications COSTS • Plus – Telco, Technology, Moving, Cost-benefit / EXPENSES • Minus– HR, Rent, Services, Taxes analysis HUMAN • Employees qualification RESOURCES Quantification • Employees capabilities LOCATION • Geopolitical issues, legal obstacles Investigation • Regional specifics, Other CC, Telco network • Starting from scratch START Plan • New technologies 7
  8. 8. Moving of a call center is an unique occasion to implement new technological tools to increase productivity, efficiencyin EC and simply deliver better results.Technology DIALER – preview, predict, auto IMPROVEMENT MONITORING – Call, Screen AUTO EMAIL AUTOMATED REPORTING CLOUD SOLUTION DATA MART SOCIAL NETWORK SERVER IVR VOICEPRINT IDENTIFICATION STANDARD AUTOMATIC SPEECH RECOGNITION 8
  9. 9. KPIs setup plays significant role when starting a new call center.KPIs Weighted Cash Collected WCC when computed from goals Customer Satisfaction Length of call Can we take advantage of a collection call. Are short calls really wanted? How to set up KPIs? Call management Efficiency Call recodes % of PD customers collected # of connects Productivity indicator 9
  10. 10. Motivation is important to improve productivity/efficiency, extend employees lifetime and increase collectors loyalty.MotivationSimple motivation So many countries, so many customsHow can a massive wooden executive desk serve as Why is it important?powerful motivation? - Loyalty - Performance - Turnover rate - Environment Motivation should resemble regional/ country specifics. Money is not the only motivation: -Monetary motivation – bonuses, vouchers, team motivation, negative motivation - Team building events (Bowling, Dinner, Breakfast in the office...) - Reviews, feedback, training - Everybody likes to feel appreciated - Everybody wants to feel special - Non-monetary benefits – privileges (one day off, wooden desk, executive chair...) 10
  11. 11. Recognize people as a key to the successful call center.TrainingWhen? How?Last but not least is training. Collectors training should Who should be trained?start once everything is set up (reports, KPIs, Goals, Collectors/Team leaders/Shift leaders/Managerstechnologies). Who should perform training? Internally / Externally TRAINING Train a trainer? Yes/ No TECHNOLOGY Frequency? KPIs, GOALS, Monthly/Quarterly/Yearly MOTIVATION MONITORING 11
  12. 12. Thank you for your attention For more information please contact: Adastra Business Consulting Karolinská 654/2 Jiri.matousek@adastra-abc.com 186 00 Prague 8 Czech Republic info@adastra-abc.com www.adastra-abc.com 12

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