pengantar workshop

7/28/2019 Pengantar Workshop

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Sharing Workshop Badan POM17 Oktober 2012

Prepared by:



Customer Service PerformanceAn Introduction

4.1

End-User Satisfaction &Dissatisfaction

4.3

Service Performance

4.5Sales Performance

4.2

Client Satisfaction &Dissatisfaction

4.4

Quality Performance

4.6

Efficiency & CostPerformance

4.8

Achieving Result

4.7

KSP Performance

The Foundation for CSP Performance

Reduce Cost

Improve Service,Quality, Revenue,

C-SAT



Fundamental Requirement of Performance

4.3

ServicePerformance

4.5

Sales Performance

4.4

Quality Performance

4.6

Efficiency & Cost

Performance

KPI (metric)

TARGET

End User

Satisfaction

Statement of Direction

• To achieve high

performance levelobjective that are linked tothe SOD.

• To improve performancewhere levels achieved arebelow targets.

Objectives:



Structure of Performance Standard

COPC CSP Performance Standard

KCRP

(Key Customer RelatedProcessess)

KSP

(Key Support Processess)

Key Outcome

Metrics

Real Time KCRP

Deferred KCRP requiredmetrics



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KPI Item Description Formula (how to be measured) Best Practice 1. End User Satisfaction & Dissatisfaction (4.1)

Assessing hpw satisfied/dissatisfied End User are with th service provided by the Contact Center

Customer Satisfaction Measures the pecentage of end users who

felt satisfied with the service they received

from the contact center.

Top 2 boxes on a 5 point scale with a

neutral midpoint

85%

Measured monthly,

analyzed quarterly

Customer Dissatisfaction Measures the pecentage of end users who

felt dissatisfied with the service they

received from the contact center.

Bottom box on a 5 point scale with a

neutral midpoint

2%

Measured monthly,

analyzed quarterly

2. Attrition

Asessing the rate of staff departures for Agent and Team Leaders

Agent Attrition • Annualized attrion of Agents calculated

as headcount not FTE.

• Annualization can be based upon 1

month or more of data.

• Number of leavers who were not

backfilled as a % of total

headcount.

• For small center with very few of

TLs is not required to measure TL

attrition.

Targets must be set

based on of the

understanding of the

cost of attrition andthe impact on quality.

Team Leader Attrion•

Annualized attrion of Team Leadercalculated as headcount not FTE.

• Annualization can be based upon 1

month or more of data.

3. Absenteeism

Agent Absenteeism Calculating the amount of time that is lost

due to unscheduled absenteeism

• Number of hours lost through

short term absenteeism as a

persentage of scheduled hours.

There is no best

practice target or

bencmark

Key Outcomes Metric - KPI



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Real Time TransactionService & Quality KPI

KPI Item Description Formula (how to be measured) Best Practice

1. Service Performance (4.3)

Service Level Percent of call answered before a

targeted threshold.

Calls answered in Y seconds ÷ (total calls

answered + total calls abandoned after Y

seconds)• There is no best

practice target

• Set target based

on customer

expectation and

type of service

Answered Rate Percent of transaction answered by live

agent

Total time all answered calls have waited,

dividing by the number of answered

calls.

Abandonment Rate Percent of transactions abandoned

before being answered by a live agent.

The number of callers who hang up after

the IVR but before they talk to a live

agent expressed as a percentage of call

offered.

2. Quality Performance (4.4)

Quality Score Percent score of quality attributes that

meet the CSP standard interaction

Measured by Quality Monitoring of

trasaction.

Benchmark 90%

Contact Resolution Percent of customer problem that are

resolved

Number of transactions that were

resolved as precentage of the total

number of transaction answered

• There is no best

practice target

• Should be

consistent with

end user

satisfaction

targets & result

First Contact Resolution Percent of customer problem that are

resolved on the first contact (the caller

doesn’t have no to contact the center or

vice versa).


resolved during the first contact as a

precentage of the total number of

transactions answered



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Deffered TransactionSMS, Email, Fax, Problem Escalation


1. Service Performance (4.3)

On Time Percentage of transactions processed

within the targeted cycle time (Response

Time).

• Total transactions processed within

cycle time ÷ Total transaction

• Cycle Time = the target time for

processinga transaction end to end,

from the end users point of few.

95% for any cycle

time

Backlog /Case Backlog Average time late of transaction not

processed on time.

Total time late of transactions

beyond cycle time ÷ Totaltransactions beyond cycle time

1 cycle or 24

hour late whichever is shorter

2. Quality Performance (4.4)

Quality Score Percent score of quality attributes that

meet the CSP standard interaction

Measured by Quality Monitoring of

trasaction.

Benchmark 90%

Contact Resolution Percent of customer problem that are

resolved


resolved as precentage of the total

number of transaction answered

• There is no best

practice target

•

Should beconsistent with

end user

satisfaction

targets & result

First Contact Resolution Percent of customer problem that are

resolved on the first contact (the caller

doesn’t have no to contact the center or

vice versa).


resolved during the first contact as a

precentage of the total number of

transactions answered.



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Key Support ProcessSupporting Function KPI


1. Telecommunication Techonology

Providing and maintaining telecommunications hardware, software and services (long distance service, local line service,

teleccomincation switch, Agent Phone, Call Management Software, etc.)

Uptime/ Acessibility

(Service)

• Percent of time the system is fully

functional.

• Percent of lines are fully available

The number of minutes of uptime of the

switch as a percentage of the total minutes

that the service is open.

99.6%

Blocked Transaction

(Service)

The number of calls not recieved due

to network, trunk, or PABX limitations

and / or settings

Number of calls that receive an engaged

tones as a percentage of total offered calls.

If blockage report is not available, the

monthly maximum utilization of trunk

capacity maybe reported.

0% (Quarterly)

2. Managing Information System Techonology

Providing and maintaining hardware and software suporting the information system (order management system, knowledge

management system, Agent terminals or personal computer).

Uptime/ Acessibility

(Service)

Percent of time the system is fully

functional.

The number of minutes of uptime of the

switch as a percentage of the total minutesthat the service is open.

99.6%

3. Managing the Knowledgebase

Keeping knowledgebase up to date and accurate.

On Time (Quality) On Time processing of Information

updates within targeted cycle time .

The number of updated that were

processed in the targeted time as a

percentage of total updated.

There is no best

practice or

benchmark

target

Knowledgebase Accuracy

(Quality)

Accuracy rate of searches where

information as correct.



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Key Support ProcessSupporting Function KPI


4. Internal Helpdesk

Responding to Agent requests to fix (or add/move/change) telecommunications or information system equipment.

On Time • On Time in solving of each ticket created

by Internal Helpdesk based upon its

severity (on time by severity level).

• It is acceptable to set a target resolution

time of each ticket.

• The percentage of tickets that are

resolvedwithin the targeted time.

Typically 90% or

above.

Quality The accuracy of problem solution. The percentage tickets that are not re open. There is no best

practice target.

5. Recruiting /Hiring

Acquiring the necessary human resources to meet the staffing needs of the operation

On Time Percent of saffing requests filled by th

targeted date.

Percetange of saffing requests filled by th

targeted date

Typically 90% or

above.

Quality Percent of staff which successfully complete

new hire training program.

The number of new Agents still in the

business after 3 months as a percentageof the total recruited in the month.

80%

6. Training

Quality Training staff to minimum skill and

knowledge requirements.

The percentage of new Agents who pass

monitoring at the end of their first 30 days

on the job.

90%



10

Outsourcing Bussiness SchemeIn Managing Contact Center

• Inhouse Call Center, all Call Center aspects developed and owned by themself

• Partial Outsourcing, several aspect developed by themself and other aspect owned

or managed by other parties

• Full Outsourcing or Managed Service, all Call Center developed and managed by

other parties.



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