1. Call Center
Audits & Assessments
Accelerating Improvement in your Call Centre
Traditional and New Approaches
2. The Call Centre 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 verification
Audit - 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.
4. 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
5. Why Do Audits?
Centre not achieving Targets
New Initiatives to improve Service, Quality, CSAT
New Products or Services being introduced
Preparing for new/upgraded technology
Move to a Profit Centre
New site or location
People churn
6. 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%
7. 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- $45,000 and up
8. Snapshotz: New Option Today
Cloud based, SaaS, Hosted
DIY Approach
Intelligence built into the Application
Only Product available that does all this
9. Snapshotz Online
New Zealand firm launched in 2007 - Hundreds of audits completed
worldwide
Taylor Reach is the North American Certified Partner
10. Deep Dive
In-Depth Analysis
8 Sections, 29 sub sections, Up to 620 data points assessed
Snapshotz Online
Audit, 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
11. 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 centre
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
12. Levers & Variables in the
Customer Service Environment
Scheduling and resource planning
Service Measures
Reporting – Contact Centre 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 Centre Objectives and Strategy
Business process alignment and change management
Disaster Recovery Plan, Data Security and
Compliance
Corporate Objectives + Strategy Fit
Customer Relationship Management
Contact Centre Structure
Customer contact
Customer Complaint Management
Customer satisfaction
Recruitment / Career Development / Remuneration
Training
Internal Communications
13. 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 centres take to reduce
stress.
Staff Wellbeing - Cover daily work routine and work practises within the centre.
Health & Safety and Staff Wellbeing
14. 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 $.
15. 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
16. 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.
17. 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.
19. 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
20. Hierarchy
AuditLevel
1. 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
21. The Bottom Line
Traditional Assessments (Level 3), through Traditional
approach will cost $45,000 and up
Snapshotz Online is a fraction of this cost and can;
Enable additional budget to address deficiencies or capture
opportunities
Demonstrate to senior management how the centre is
performing from an independent perspective
Become an annual ‘health check’
22. Pricing Options
Option 1
Snapshotz Online Assessment (Level 2) is only $4,519.00 for 1
license; includes support from an experienced call centre
consultant and all reporting
Option 2
A 3 Year subscription plan @ $4,519 per year for 5 licenses
including consulting support and reporting
Audit results are acceptable for some call centre
certification programs
23. Summary
Audits/Assessments are one of the best tools for
gauging the health and effectiveness of your call
centre.
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
24. Coordinators
Colin Taylor
CEO
The Taylor Reach Group, Inc
ctaylor@thetaylorreachgroup.com
416-979-8692 x200
snapshotz@thetaylorreachgroup.com
www.thetaylorreachgroup.com/snapshotz
647-729-3991
Hello
I’m Colin Taylor – CEO of The Taylor Reach Group- I have been in the call centre industry about 35 years and have completed numerous audits and assessments
We know audits are completed by experts; Financial and Forensic audits are completed by experienced and qualified accountants, Logistic audits are done by supply chain professionals, call centre audits by experienced call centre professionals and consultants and of course tax audits are completed by another equally well qualified group of professionals…proctologists
But what do we mean when we speak of an audit
The general definition of an audit is an evaluation of a person, organization, system, process, enterprise, project or product. Audits are performed to ascertain the validity and reliability of information; also to provide an assessment of a system's internal control. ...
Audits are performed to ascertain the validity and reliability of information; also to provide an assessment of a system's internal control.
Call centres are complex and inter-related and interdependent
‘Thousands of working parts’
Most centres are built by evolution and not by a detailed plan.
As a result a lot of the specific reasons and rationale for changes or procedures has been lost.
Its like those midway games where you pull on a string trying to win a prize, pull on a string in the call centre and watch what happens
Butterfly theory …when a butterfly in marketing flaps its wings, bad things can happen in the call centre
101- normal prudent business management
Org pressure- Budget cuts, aggressive competitors, a new mission statement
Regulation – Sarbanes Oxley, PCI compliance, Do Not Call, Pipeda, Can Spam etc.
Uniqueness- What works in one center won’t necessarily work in another
Complexity – as we saw in the clover diagram centre are complex and we as operators must deftly manipulate the levers at our disposal to deliver the desired outcomes against a backdrop of ongoing change.
Poor Performance , New Metrics, Initiatives etc. can all spark the desire to complete an audit.
Audits can be employed to establish a baseline that future performance can be measured against. Tracking the promised ROI of a Technology investment for example.
Audits can also surface dysfunctional areas in your centre – poor processes, weak training, or hiring etc. that can be highlighted by new locations, programs or personnel.
Often though Audits are about efficiencies: saving money, reducing costs, generating revenue and reducing the on-going cost base.
The length of the audit is dependant upon the model being employed. The Big Consulting firms generally employ the “Selling the Pyramid” model.
This involves a white haired industry veteran leading the sales team and upon winning the business who introduces a room full of , what one of my clients described as IROC’s or “Interchangeables Right Out Of College”. These were bright people to be sure and they know how to complete a template, but they were not industry experts or veterans.
The other model which we employ is only to employ industry experts with 20+ years of hands on call centre operational experience. In short we have been there and one that – we have made the same mistakes our clients are making or consideration and we can save them the time and effort.
In contrast to the traditional consultant on-site model there is one company offering something really new and innovative.
Snapshotz Online is a product of Customer Services Audit based in Auckland New Zealand. The company was established in 2003 and in 2007 Launched Snapshotz Online.
Hundreds of companies around the globe have deployed Snapshotz Online audits.
So why would an organization Like The Taylor Reach Group who makes a living delivering ‘flesh and blood’ consultants want to promote a SaaS based model?
Well for one thing there are companies that will never spend $45K or more on an assessment of audit. Many companies have a challenge funding the initial audit engagement – even though they know they have problems in the centre – they can’t fund the research just the corrective action to fix.
Lastly Snapshotz is a very good audit- 8 sections, 29 sub-sections and up to 620 individual data-points, It is comprehensive; audit, planning, training etc.
It is easy to deploy, nothing to buy, install, maintain etc- all you need is an internet connection.
Verticals range literally from Soup to Nuts and all in between
Each Variable is weighted based upon its importance to the centre and its operation, Legal requirements mandated by the centers geography and based upon responses by only the top 25% of its user base.
These values are ‘rolled up’ by subsection and section for reporting
The weightings are constantly reviewed and where required adjusted to reflect changes in industry best practices or to reflect new emerging issues and trends such as monitoring social media as a complaints channel or SMS for CSAT
This slide shows some of the major sections addressed by Snapshotz and the Sub Sections included. Fully exploded this list represents 620 questions related to your centre operation.
Cite examples
One emerging issue in North American call centres is an increased focus on health and safety in call centre operations.
QUESTION - Who has a policy in place today related to : Acoustic Shock, or Display Screen vision related disorders?
These are already standard in Europe and parts of Asia and they are creeping increasingly into North American centres. Especially those operated by Multi-National corporations.
No matter how good the Snapshotz program appears – It is only as good as the information you put into it and the quality of the data ‘baked’ into the application.
The Snapshotz score should only be viewed as a guideline. The most accurate benchmark is to chart your centres progress year over year. Remember the Benchmark score is based upon the top quartile of previous Snapshotz users, critically of the activity to the centre.
Benchmarks to verticals are available though these are not included in the standard Snapshotz audit.
Review the Assessment Process
If we contrast SnapShotz to this 5 step approach we can see that Snapshotz can assist you in managing and controlling the process
Through defining the Requirement,
Sharing licenses to better schedule work
Preparing checklists to simplify the process
A Logical structure and flow
On the fly documentation and task assignment, completed as a part of the Execution, Detailed Reporting
I apologise for the poor quality of these reports, I couldn't find a better version in time for this session, Though cleaner copies are available in the sample that I have been passing around.
These are some examples of the reporting that is available. - On the left you can see Section reporting, the total questions in each section, the centre total score and the score possible score. Snapshotz employs traffic light coding- Red for Stop there are problems here. – Yellow for caution proceed with care and Green where the centre is operating well and is ‘Good to Go’
On the right you see the Top 5 Focus or Opportunity areas (the worst performing) and the 5 Best performing areas.
The Section consolidation view show the relative score achieved in each Section
The radar graph provides another view of your centre and the relative performance under each section.
Earlier we looked at the 5 step Audit process, this step chart shows the process from commencing your audit or assessment with the Discovery Phase, moving through the Execution Phase and based upon the data identified, verified, confirmed or determined the Recommendations for ‘corrective action’ and lastly the Implementation of the Recommendations.
Regardless of whether you have deployed a traditional audit or assessment with consultants on-site or deployed the Snapshotz Online Audit- you can progress through the same activity sets. Please note The Snapshotz audit process formally ends with the receipt of the reporting. Any decision to implement change based upon the identified tasks or weakness cited in the reports represents separate activities and if our assistance is sought additional expense.
So what is really the difference between a traditional audit and a Snapshotz audit?
We if we review the hierarchy on screen REVIEW
We can see that a traditional audit or assessment is a Level 3 Audit.
A Snapshotz audit would be a level 2 Audit
But what is the cost for this additional kevel of scrutiny?
Traditional Assessments are expensive $45,000 +
Snapshotz can give you a general health check for a fraction of this cost
Snapshotz can provide the basis for additional investment to address shortcomings or capture benefits
Snapshotz is an objective third party process. As such senior management often views these reports more favourably than those derived solely internally.
The ability to chart progress and improvement year over year can be a huge benefit to a call centre operator in defining and charting improvements attained and captured. At the price point of Snapshotz, more and more organizations are building this ‘annual check up’ into their budgets.
We Have worked with Dolly and are pleased to offer the following rates to interested ICSA members.
REVIEW BOTH OPTIONS