call center tools
TRANSCRIPT
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OPEN SYSTEMS VIEW OF SERVICEOPERATIONS:
TOOLS FOR CALL CENTERS
TIMOTHY AUSTINE E. BUCAO
B.S. Engineering Management - 4
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+Open Systems View of Service
Operations
Customer Demand
Perceived needs
Location
Service operations manager
Production function:
Monitor and control process
Marketing function:
Interact with consumers
Control demand
Service Process
Consumer participant
Consumer Provider
interface
Service Package
Supporting facility
Facilitating goods
Explicit services
Implicit services
Evaluation
Criteria
Measurement
Service
Personnel
Empowerment
Training
Attitudes
Communicate
by advertising
Schedule
supply
Alter
demand
Define
standard
Modify as necessary
Basis of
selection
Control
Consumer arrivals
(input)
Consumer
departures
(output)
Monitor
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How the SOM determine the feasibility of a givenservice package?
How will the SOM initially gather the data forLP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statisticaldeviation?
How will the SOM select the best location for theCall Center?
Given the initial data on facility location, how willthe SOM know if the decision based on locationdata is accurate
LP/GP/DP, Scoring Models
Statistical Hypotheses and
Analysis
CSF rating method, Center of
Gravity, Geographic
Information Systems, Network
Flow, Correlation Analysis,
Demographic Analysis
RN Generation -> Simulation
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How will the SOM layout the facility to help make
its service personnel more productive?
Given the preliminary decision of the service
package aggregate, how will the SOM know if
the given efforts have a significant value (e.g.
rate of return)?
How will the SOM manage facilitating goods of
the call center (such as computer parts andsystem) in order to ensure the continuity of the
business?
Line balancing, Ergonomics,
Time and Motion Study
Financial Analysis: NPV, Value
Analysis
Inventory models, EOQ, ROP,
ABC Classification of
Inventory, Supply Chain
Management
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SERVICE
PERSONNEL
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+Open Systems View of Service
Operations
Customer Demand
Perceived needs
Location
Service operations manager
Production function:
Monitor and control process
Marketing function:
Interact with consumers
Control demand
Service Process
Consumer participant
Consumer Provider
interface
Service Package
Supporting facility
Facilitating goods
Explicit services
Implicit services
Evaluation
Criteria
Measurement
Service
Personnel
Empowerment
Training
Attitudes
Communicate
by advertising
Schedule
supply
Alter
demand
Define
standard
Modify as necessary
Basis of
selection
Control
Consumer arrivals
(input)
Consumer
departures
(output)
Monitor
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+Service Personnel
How will the SOM make sure that the servicepersonnel supplies of the Call Center aresustained?
How will the SOM determine the work assignmentand schedules of the agents?
How will the SOM initially gather the data forLP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statistical
deviation?
How will the SOM structure compensation andbenefits in a way that will boost productivity andminimize overhead?
Marketing, HR Management
(Training, Motivation, Career
Development), Supply Chain
Management
LP/GP/DP, Assignmentschedule (managing capacity)
Statistical Hypotheses and
Analysis
Financial Analysis- NPV,
Contribution Analysis, etc.,
Value Analysis
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+Service Personnel
How will the SOM select the best value training forits employees?
How will the SOM measure the performance of theemployees?
Recruitment, Selection, Employee Legislation,
Discipline, Development, Training, RewardsSystems
How will the SOM break the employees intochange?
HR Management, Financial
Analysis, Value Analysis
Inventory models, Statistical
analysis (e.g. output per
period of time, number of calls
answered, average time to
resolve a call, absence rate,
turnover rate, human capital
ROI, etc.)
Change Management (e.g.
Lewins 3 Step Procedure of
Change, Kotters Change
Management Model
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+Service Personnel
How will the SOM make the processes more
productive for the employees?
How will the SOM know the potential recruitment
base of the call center?
How will the job description/ expectancies and
reporting requirements of the employees beclarified?
Ergonomics, Time and Motion
Studies
Market SegmentationDemographics, Behavior,
Psychographics
Statement of Work, Work
Breakdown Structure,
Responsibility Assignment
Matirces
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CUSTOMER
DEMAND
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+Open Systems View of Service
Operations
Customer Demand
Perceived needs
Location
Service operations manager
Production function:
Monitor and control process
Marketing function:
Interact with consumers
Control demand
Service Process
Consumer participant
Consumer Provider
interface
Service Package
Supporting facility
Facilitating goods
Explicit services
Implicit services
Evaluation
Criteria
Measurement
Service
Personnel
Empowerment
Training
Attitudes
Communicate
by advertising
Schedule
supply
Alter
demand
Define
standard
Modify as necessary
Basis of
selection
Control
Consumer arrivals
(input)
Consumer
departures
(output)
Monitor
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+Customer Demand
How will the SOM understand if current supply
meets current demand?
How will the SOM initially gather the data for
LP/GP/DP, etc. and make sure that they are
non-biased and are adjusted for minimal
statistical deviation?
How will the SOM make sure that supplies are
sufficient for demand so that it doesnt outstripthem?
LP/GP/DP
Statistical Hypotheses andAnalysis
Forecasting Methods - Nave,
Simple Moving Average,Exponential smoothing, Linear
Regression
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SERVICEDELIVERY
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+Open Systems View of Service
Operations
Customer Demand
Perceived needs
Location
Service operations manager
Production function:
Monitor and control process
Marketing function:
Interact with consumers
Control demand
Service Process
Consumer participant
Consumer Provider
interface
Service Package
Supporting facility
Facilitating goods
Explicit services
Implicit services
Evaluation
Criteria
Measurement
Service
Personnel
Empowerment
Training
Attitudes
Communicate
by advertising
Schedule
supply
Alter
demand
Define
standard
Modify as necessary
Basis of
selection
Control
Consumer arrivals
(input)
Consumer
departures
(output)
Monitor
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+Service Process
How will the SOM understand if the currentprocess meets the demands of the customer aswell as the demands of the service buyer?
How will the SOM initially gather the data forLP/GP/DP, etc. and make sure that they are non-biased and are adjusted for minimal statisticaldeviation?
How will the SOM effectively understand thedeviations of a service (inter-arrival time and
service time) to effectively manage and improvethe process?
How will the SOM effectively know if the conceptshe took from the queuing and inventory studies areaccurate (process design)?
LP/GP/DP
Statistical Hypotheses and
Analysis
Queuing and inventory models
RN Generation -> Simulation
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+Service Process
How will the SOM help the system in managing
the deviations in service time of the customer?
How will the system of the vendor tie-up with the
system of the buyer in order to make sure that
sufficient information is exchanged between
them?
How will the SOM make sure that the current
service process meets the required volume of
the buyer?
Management Information
Systems (e.g. filtering
systems, pre-selected
answers and procedures)
Management Information
Systems
Project Management: Gantt
Chart, Network Diagrams,
Quality Tools (Fishbone, check
sheet, run chart, histogram,
Pareto chart, flow chart)
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How will the SOM make sure that they meet the
SLA?
How will the SOM identify potential problems for
the process?
In an event of a major overhaul of the process,
how will the SOM handle this?
In the event of a process overhaul how will theSOM make sure that the new system and its
components meet volume and cost
requirements?
Service Quality Gaps Model,
SERVQUAL Model
Failure Mode and Effects
Analysis, PPA: Kepner-TregoeMethod
Business Process
Reengineering
Capacity Planning: Break-evenAnalysis, Approaches to
Capacity Expansion, Decision
Tree, NPV, AHP
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+Service Process
How will the SOM make sure that the processmeets requirements?
How will the SOM schedule the processing of thecalls of the customer?
How will the SOM make the process productive as
much as possible for the employees?
How will the SOM make sure that the processaccomplishes more in a minimum span of time atthe most efficient cost?
Process Analysis and Design:
Flow Diagrams, Time-function
mapping, Process Charts,
Work Flow Analysis, Service
Blueprinting
Scheduling System,
Assignment Method, Priority
Rules (FCFS, SPT, EDD,
LPT), Johnsons Rule
Ergonomics, Time and Motion
Studies
Line Balancing
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How will the SOM effectively reduce time to
service or increase productivity in scenarios
wherein the call center is at a significant deficit
with the requirements of the buyer?
How will the SOM manage client accounts so as
not to interfere with productivity and schedules?
How will the SOM make sure that cirtical
information is available to internal stakeholders?
How will the SOM determine the most efficient
network structure for its operations?
Project Crashing
Project scheduling: Network
Diagrams, CPM, Gantt Chart
Enterprise Resource Planning
System, Decision Support
System
Network Optimization Models,
Gravity Methods for Location
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+EVALUATION
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+Open Systems View of Service
Operations
Customer Demand
Perceived needs
Location
Service operations manager
Production function:
Monitor and control process
Marketing function:
Interact with consumers
Control demand
Service Process
Consumer participant
Consumer Provider
interface
Service Package
Supporting facility
Facilitating goods
Explicit services
Implicit services
Evaluation
Criteria
Measurement
Service
Personnel
Empowerment
Training
Attitudes
Communicate
by advertising
Schedule
supply
Alter
demand
Define
standard
Modify as necessary
Basis of
selection
Control
Consumer arrivals
(input)
Consumer
departures
(output)
Monitor
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+Evaluation
How will the SOM determine what metrics are to
be used in evaluating the performance of the
Call Center?
How will the SOM translate the results of the
evaluation in a language more suited to top tier
executives of both the buyer and the vendor?
How will the SOM gather such data?
Queuing models, Inventory
models, Financial analysis,
Balanced Scorecard, HR
Management
Statistical Analysis, Charts (
Control, Histogram, etc.)
Management Information
Systems (e.g. ERP, StatisticalHypotheses and Analysis,
Gaps Model, SERVQUAL
Model