The document summarizes a call center capability assessment tool called SnapshotZ. It provides a structured approach to assessing call centers across 8 primary sections and 29 sub-sections. The assessment examines areas like organization, customers, strategy, performance, CRM, reporting, policies/procedures, technology, and operational risk. It uses a 3 step process including an operational assessment, in-depth analysis of 5 key areas, and optional certification. The tool has been used to assess over 700 call centers globally and helps identify strengths, weaknesses, and opportunities for improvement.

1. Call Center Capability Assessment

2. Why Assess and Benchmark ?
• Provide a basis for aligning Contact Centre with defined Corporate Business Strategies
• Disciplined and Structured Approach
• Clearly identifies areas of Weakness / Strengths
• Examines Contact center relationship with other business units
• Identifies Opportunities for Cost Reduction or Revenue Generation
• Measures Contact Centre performance against International and National Best
Practices
• Benchmark against competitors
• Guides Development Planning & Budgeting

3. www.faneratech.com
Call Center
Assessment
Model
Design
Organization
Customers
Strategy
PerformanceCRM
Reporting
Policies and
Procedures
Technology
The Model

4. Step I : Operational Assessment
• An on-line, web-based contact centre assessment tool
• DIY or Consultant-assisted
• Assessments driven by the consensus of the contact
centre management team
• 10 Years of constant development and refinement
• Deployed on 773 sites worldwide
• South Africa, New Zealand, Australia, USA, Canada, UK, China and the Middle East.
• Built on globally recognised contact centre standards and ‘Best Practice’
By:

5. SnapshotZ is primarily a management tool for customer service / contact
centers. Primary uses are:
• A Dashboard for the health of the center
• Reference for best practice guidelines – A management guide for
customer service
• A task Management tool specific to contact center management and not
available with any other application or program.
• A Team and location comparison tool
• A Planning tool to conduct SWOT analysis
• A Review and performance monitoring tool for comparison from period
to period
• A Reporting tool for senior management and boards
• The tool has benchmarking capability
Step I : Operational Assessment

6. Step I : Operational Assessment
8 Primary Sections
of your contact
centre
29 Sub-Sections
700 Variables
Scored against
globally recognized
best practice

7. Global Users by Sector
Based on 773 users
Step I : Operational Assessment

8. Step I : Operational Assessment

9. Step I : Operational Assessment

10. 1: Confirm Snapshotz Licence, Username & Password
2: Identify team members for group and individual assignments
3: Run pre-Assessment checklist / Obtain all required documentation
4: Assign specific sections to individual team members as required
5: Carry out assessment either as a group (consensus assessment) or by individuals designated to
specific sections
6: Project Leader or Manager views assessment progress and can add commentary, assign tasks
etc.
7: Completed Snapshotz assessment will clearly show areas of strength and weakness and
prioritisation
8: Develop action plans and remedial interventions
9: Carry out regular re-assessments and reviews
Step I : Operational Assessment

11. Step I : Operational Assessment

12. Step I : Operational Assessment

13. Step I : Operational Assessment

14. Step I : Operational Assessment

15. Step I : Operational Assessment

16. Step I : Operational Assessment

17. Step I : Operational Assessment

18. Why Snapshot ?
• A “Do-It-Yourself” web application;
• Contrary to traditional offers; can be completed fairly quickly;
• Task assignment capabilities that ensure involvement from key functions
( inbound, outbound, back office ) distinguishes the application from others;
• Uses data from contact centers globally including Middle East and Asia unlike
academic based US systems;
• Majority of users from the service industry; this is reflected in the benchmarks
• Minimal involvement by external consultants;
• Consultants on the ground to provide support and assistance ;
• Strong technical competency from IST Networks, the leading Contact Center
solution provider in MENA;
• Strong customer service and delivery channel competency from FANERA LTD,
the leading operational efficiency consultants in MENA;
• Licensing allows repeated use ( typically every 6-months)
• The most competitively priced application in MENA based on SaaS features.
• Multiple pricing options that are soft on budgets.

19. Organization
• Review of existing policies,
procedures, standards
• Reporting relationships
• Roles and responsibilities
• Interdepartmental relationships
• Staffing in relation to load and
capacity
• Agent skills
• Incentive scheme
• Training and development
• Career planning
• Electronic/Paper product
manuals
• Performance evaluation metrics
• Workforce distribution
Policies/Processes/
Procedures
• Inbound
• Outbound
• Blended
• Contact Handling
• Manual vs. automated
• Lead generation
• Workflow management
• Complaint management
• Campaign Management
• Service standards
Performance
• Lead generation
• Complaint handling
• Telesales Success Rates
• Agent productivity
• Agent occupancy
• Agent turnover
• Call Quality
• Agent utilization
• First call resolution
• Sales conversion rate
• Customer satisfaction ( based on
available research)
• Service Level ( Against selected
benchmarks)
• Capacity Planning
Step II: In-depth Analysis of top 5 Key Focus Areas

20. Technology
•PABX
•ACD
•Routing rules
•IVR
•CTI
•Contact Management
•Workflow Management
•Workforce Management
•Campaign Management
•Lead management
•CSR/Supervisor/Mgr.
Applications
•Systems Integration
•System Administration
•Agent application / user
interfaces
•Scripting
•Alerts/messages
•Security
•Voice and text Logging
•Fulfillment module
•Training / Simulation
•Systems support
Reporting
•Monitor service quality
•Track schedule exceptions
•Evaluate CSR , supervisor (
team /group leader )
performance
•ACD statistics & queuing
statistics;
•WEB requests statistics
•Dialer and Campaign
Statistics
•Voice Logging Statistics
•IVR statistics;
•Email requests statistics
•Real-time
•On demand
•Scheduled
•Call Information
•Event Information
•Reporting Interval
•Details reports
•Summary Reports
•Shift
•Daily / Weekly /Monthly
Operational Risk
• Telephony
• Data
• Service Level
• Recording
• Processes
• Identification
• Authentication
• Financial transactions
Quality Control
•Customer interaction
•Call flow
•Sales
•Marketing
•KPIs
•Agent knowledge
•Process efficiency
•Customer satisfaction
•Call monitoring
•Analytics
Step II: In-depth Analysis of top 5 Key Focus Areas

21. The CRM review examines the following aspects:
• Central data repository / datamart
• Demographic (age, gender, cultural level, marital status, etc.)
• Ownership of bank's product/services
• Product/services usage (balance, transactions, etc.)
• Global variables : profit, cost, risk, assets, liabilities
• Relationship with the bank: segment, portfolio, etc.
 Static / dynamic data mining
 Decisioning: source, input, output integration with call center agent application
 Analytics : Automated with models/parameters vs. manual or semi-manual
 Single vs. varied view of customer across channels – update of call center engine
 Use of analytics in marketing/sales campaigns. Comparison with sales conversion rates
 Customer profile – display on agent screens; assess upload of propensity for
products/services
 Use of customer data in retention and acquisition through the call center
Step II: In-depth Analysis of top 5 Key Focus Areas

22. Step III: Certification
Certification
Level
Description Certification Grading
Level I Self Assessment
conducted by
organization without
verification by external
party
Non certified No Grading
available
Level II Onsite Facilitation
through assessment
Certified Grades apply
after
assessment
Level III Audit conducted by
independent expert on
site
Certified Grades apply
after
assessment

23. Step III: Certification
Grade Level Description
Requires substantial work to attain
certification
On path to certification
Certified
Certificate awarded by

24. Contact Center Experience : Representative List of Banking Clients – Global

25. Contact Center Experience - Representative List of Banking Clients* – Middle East
*Operational and Technical Projects

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