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Stop Attacking the Queue

Stop Attacking the Queue. Tim Montgomery - The Service Level Group. A New Era. Be afraid of customers… - Jeff Bezos, Amazon’s CEO. Tim honed his expertise by working closely with and advising some of the world’s most recognized service organizations. A New Era. A New Era. Email. Blogs.

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Stop Attacking the Queue

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  1. Stop Attacking the Queue Tim Montgomery - The Service Level Group

  2. A New Era Be afraid of customers… - Jeff Bezos, Amazon’s CEO

  3. Tim honed his expertise by working closely with and advising some of the world’s most recognized service organizations

  4. A New Era

  5. A New Era

  6. Email Blogs You Tube Ebay What “complaint vehicles” do customers have available today that didn’t exist 10 years ago? Online Feedback Online Forums Discussion Groups My Space

  7. All call center service improvements start here

  8. What The Best Companies Know It’s the interval in advance!

  9. Reality Check What Customers are Saying • 75% are more likely to give more business to a company based on a great contact center experience • 50% have stopped doing business with a company because of a poor contact center experience • 67% - Frustrated with long hold times • 57% - Frustrated by IVR menu options • 77% - Feel like they’re being pushed away from live service • 52% - Frustrated by having to repeat themselves (source: Alcatel-Lucent Survey)

  10. The Foundation of Contact Centers: Queues

  11. Understanding the Foundation Is Key Random is Part of The Plan In every center -- minute by minute, calls arrive randomly But, when broken down to an interval (30 minutes), we have a very good shot a predicting the overall number The message: We can’t control exactly when they’ll arrive, but we can determine the overall number in a given interval

  12. Understanding the Foundation is Key 150 Calls arriving minute by minute in an interval

  13. Understanding the Foundation Is Key Staffing Is Math Erlang C, or a variation of it, makes the math easy All you have to know is how much work is going to arrive, how long it takes to complete and how quickly you want to get to it Staffing is to overcome the minute by minute random arrival – it must be the same in every minute

  14. Understanding the Foundation Is Key @ a 6 minute handle time we’d staff 35 people to meet an 85/30 SL for the three examples. Staffing required for the entire 1/2 hour

  15. Understanding the Foundation Is Key Queue & Idle – “Can’t Touch That” ACDs are designed to grab calls, hold them in queue and drop them on available agents Queues are planned in every center with a SLO of less than 100% in ZERO seconds Idle time is the enabler -- allows you to overcome the randomness…and there is nothing you can do with it or about it!

  16. Understanding the Foundation Is Key @ a 6 minute handle time we’d staff 35 people to meet an 85/30 SL for the three examples. Staffing required for the entire 1/2 hour Peaks above the line represent queues and dips below represent agent idle time.

  17. Understanding the Foundation is Key Understaffed - The ACD will hold them

  18. Understanding the Foundation is Key Overstaffed - More Idle Time

  19. Understanding the Foundation is Key Average or Close will not cut it

  20. Understanding the Foundation Is Key Simple, yet Undeniable Create a “pocket” vision for your environment Draw people back to the reason for having a call center and focus on the interval The Power of One – everyone can relate and it can be used to reinforce almost any contact center metric

  21. A Good Idea

  22. A Simplified Good Idea 82% of the intervals within the service level objective 86% of the intervals within the ASA objective 89% of the intervals within the answer rate objective 82% of the intervals within the abandon rate objective 79% of the intervals within the call forecast objective 50% of the intervals within the AHT forecast objective 90% of the intervals within the agent adherence objective

  23. Anatomy of a Call

  24. The End Game

  25. Key Is to Understand the Expected Queue

  26. Facts that People Often Miss • Queues are not necessarily a bad thing, and almost always part of the plan • ACDs are designed to grab and hold calls until agents become available • Service level objectives lower than 100% in zero seconds allow queuing • Agent idle time is a necessity that can’t be compromised • Real-time information from various systems can further exacerbate an already challenging situation Three Queuing Principles

  27. Power of One in a Small Call Center Above – doesn’t add much to the customer’s experience Below – negatively impacts the customer’s experience Above – adds additional idle time to every agent Below – takes idle time away from every agent

  28. Power of One in a Large Call Center Above – doesn’t add much to the customer’s experience Below – negatively impacts the customer’s experience Above – adds additional idle time to every agent Below – takes idle time away from every agent

  29. 90% OF MANAGERS THINK THEY’RE AMONG THE TOP 10% OF PERFORMERS IN THEIR WORKPLACE

  30. Good Luck and Keep in Touch For a power point copy of today’s slides, email Tim directly at timm@servicelevelgroup.com Free whitepapers and downloads are available at www.servicelevelgroup.com

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