Welcome to ICMI s Operations Management Study Course

Transcription

1 Welcome to ICMI s Operations Management Study Course Service Level/Response Time We will begin the session shortly. Today s Agenda Service level and response time Service level vs. ASA The planning and management process Real-time management Service level agreements 1

2 Two Major Categories of Inbound Transactions 3.4 O 1. Those that must be handled when they arrive Performance objective: Definition: 2. Those that can be handled at a later time Performance objective: Definition: Polling Question How do your customers contact you? (Check all that apply) Phone Fax Mail Front Door Web Chat Kiosks 2

3 Knowledge Check Service level would be the best accessibility measure for which of the following contact channels? (Check all that apply) Phone (with 8 hour promised response) Fax (with 24 hours promised response Mail (with 3 days promised response) Web Chat Service Level vs. Average Speed of Answer: The Average Myth 3.7 O When someone tells you their average speed of answer is 13 seconds, what does that tell you about what their customers experienced? a. Almost everyone waited about 13 seconds b. 50% were answered within 13 seconds and 50% waited longer than 13 seconds c. It doesn t tell you much about what customers as a whole experienced 3

4 SL vs. ASA: How Long Did 100 Calls Wait? 3.7 O Seconds Waited Before Answer % of customers 80% Answered Within 20 Seconds Average Speed of Answer-17.1 Seconds Individual Callers 100 individual calls in a half hour; Avg. Talk Time=180 sec.; Avg. After Call Work=30 sec. 3.7 O SL vs. ASA: The Impact of Size Staffing Req. Volume AHT SL%/secs ASA / / / / /

5 3.7 O Should You Ever Look at ASA? Yes! When service level is poor Service level can only go as low as 0% in x seconds ASA can tell you how bad things really are Alternatives for Calculating Service Level - Formulas 3.9 O 1. (Calls answered in Y seconds + calls abandoned in Y seconds) (total calls answered + total calls abandoned) ( ) ( ) = = 81% 2. Calls answered in Y seconds total calls answered 3. Calls answered in Y seconds (total calls answered + total calls abandoned) 4. Calls answered in Y seconds (total calls answered + calls abandoned after Y seconds) 5

6 Polling Question How often is your service level examined? It never changes Annually Semi-annually Quarterly 3.14 O Staffing by Half-Hour Other considerations Peaked: 15 minutes Long calls: 1 hour Agents :00 9:30 10:00 10:30 11:00 11:30 12:00 12:30 1:00 1:30 2:00 2:30 3:00 3:30 4:00 4:30 5:00 5:30 Staff Scheduled Demand Curve Time of Day 6

7 Polling Question Do any of your centers use visible queues? Yes No Don t know 3.23 O The Seven Factors of Caller Tolerance 1. Degree of motivation (e.g., type of call) 2. Availability of substitutes 3. Competition s service level 4. Level of expectations 5. Time available 6. Who s paying for the call? 7. Human behavior 7

8 3.26 O The Planning and Management Process 8. Calculate Costs 9. Repeat for a Higher and Lower Level of Service 1. Choose Service Level Objectives 2. Collect Data 3. Forecast Call Load 7. Organize Schedules 6. Calculate Rostered Staff Factor (Shrinkage) 5. Calculate Trunks (and Related System Resources) 4. Calculate Base Staff 3.28 O Service Level and Quality Less than desirable results Mgmt time spent explaining the results Efforts poured into real-time reactions Results get even worse more focus on shortterm over longterm Handle times go up, quality & satisfaction slides, turnover goes up, etc. Activities with long-term value get pushed aside 8

9 Your Perspective On Real-Time Management Practices Assignment Review Components of Service Level Agreements (SLAs) Service level and response time objectives Hours of operation Forecasted workload Abandoned call objectives First-call resolution Services provided Quality procedures and standards (including time to resolve issues) Reporting requirements, methodology and timelines Disaster recovery procedures Escalation procedures 9

10 3.45 O What SLAs Do Provide performance objectives Align expectations Clarify objectives Establish a formal communication process 3.46 O Managing SLAs Regular communication is key Include in discussions: Product changes Level of service changes Disruptions in service Training issues Custom reporting can help track performance without adding much in ongoing costs SLAs are covered more completely in the Leadership and Business Management Study Guide 10

11 Assignment for Section 4 Key Performance Indicators, Section 4 Exercises at end of Section 4 Assignment: Answer questions related to your assigned KPI category Quiz icmitesting.com 11