Welcome. Why Attend? What Others Have Said

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2 Welcome The damage done to service delivery by using wrong KPI's is hard to underestimate. Failing to focus on the customer experience and failing to deliver documented value to the organisational business-model are probably the two most serious consequences. Unhappy customers, concerned senior management and demotivated service staff might be a better way to highlight this. It would seem service centres lost their way primarily by adopting the machine measures marketed by the CTI vendors wanting to sell their machines and software solutions. Producing 'completed phone-calls' rather than 'happy customers' was easier for the machines to measure and in time these measures were elevated to become the KPI's of the call centre, and the 'callfactory' was born. Productivity was misdefined as 'how to take more calls with fewer service reps' to the detriment of the call outcome, the customer experience and the added-value to the business model. Why Attend? This Seminar will help you learn how to identify & develop real Key Performance Indicators which reflect the business purpose & strategy of your organisation and it is guaranteed to change your view on service delivery. Learn how to implement real valuable KPI s in your Customer Service Department Tools and new models to document and implement better KPI's Be inspired and get new ideas which immediately can be applied in your centre What Others Have Said "I would like to thank you again for the 2 wonderful days I have spent with you in Amsterdam. It was great, it was super!!! You have given me so much strength in finding the solutions for measuring in a positive way the performance of respectful and hardworking members of my Customer Service group" Ron - Netherlands "I insist on thanking you again for a marvellous 2 days. The seminar was inspiring." Hilde Lannoo Belgium KPI Masterclass Seminars with Niels Kjellerup Australia

3 KPI Seminar program Day 1: Registration, Coffee & Danish Welcome & presentation of facilitator. Why Customer Service Fail today? What does Customer Service look like anno nationally & internationally. Why is customer service declining rapidly? Who does service delivery well and who does not? Case studies. Good versus bad service- what could the reason be? How does it look internationally? Where is it going well and where is it really bad? False Benchmarks & KPI measurements result in mediocre or outright bad customer service delivery. What goes wrong? Which benchmarks are false & nearly unusable? Which measurements are bad and nearly unusable? What is a KPI? Brief introduction to KPI measurements and customer service. Niels Kjellerup looks at process mapping and a walk thru from beginning to commitment to a relevant KPI in the Customer Service Department Lunch(1 hour) The customer service department and the rest of the organisation. What is the purpose of customer service? How to make customer service results relevant for senior management. How to become more visible. Listen to specific & successful cases, which demonstrate how to significantly increase the visibility of the customer service department. KPI s and the business model. How does the KPI s relate to the rest of the organisation? How to integrate your actual KPI s. Best practices and pit-falls. The Soviet business model and bad management principles in customer service. What are the worst practices? Avoid high staff turnover hear how. Top 5 of the bad management practices. Listen to what to do instead and create top 5 of good management principles. Customer & Customer service. What do we promise the customers? How do we quantify our results? Which results are not important? End of day 1. Morning and afternoon coffee breaks are incorporated. KPI Masterclass Seminars with Niels Kjellerup Australia

4 Day 2: Registration, Coffee & Danish Seminar start. Brief summary of seminar day1. Presentation of today s program. KPI & Value-creation. How to compare your KPI-measurements? The sum of you KPI s should be equal to the total value-creation of Customer Service. How do we make our value-creation visible in the organisation? First call resolution KPI s in practice. Walk-thru of a fully fledged model. Where is the value to your customer service department? Actual cases- examples and results. Workshop. Group-work, where the participants learn to locate, identify and quantify the correct KPI s for your customer service department Lunch(1 hour) Measurements and customer service. What we measure is what we get! Motivate your staff by defining the relevant KPI s. Learn how you encourage your staff to take responsibility for the customer experience. It s the Customer experience, which determines excellent/mediocre customer service! Test your KPI s. The real test if a KPI is relevant. Is it an expression of how the customer experienced our service? KPI s are only relevant if they encourage improvement of the customer s experience. Become your own KPI architect. The 12 tips that will help you take your customer service centre from a Galley Slave to an engaged service centre. Summing up with Questions and Answers Seminar ends. Morning and afternoon coffee breaks are incorporated. Added value: As a participant of this seminar you are invited to become a member of the KPI Corner for customer service & call centre managers. This online opportunity is a members only website. Go to you just need to apply for the URL & access codes. KPI Masterclass Seminars with Niels Kjellerup Australia

5 The Seminar Facilitator Hello and Welcome, my name is Niels Kjellerup. This KPI seminar was created to help a large European client with serious challenges in the Customer Service area: Unhappy customers, growing call volumes, long wait times, demotivated service reps, increasing staff turnover, etc. I'm sure you get the picture. Senior Management was unhappy with the lack of ROI on previous investments in CTI delivery platforms and the missing documented Value-add to the business model. The contact centre and its management staff was clearly isolated from the the rest of the organisation and seen not to contribute to the bottom line results. My diagnosis after the preliminary audit was: 1. Total focus on calls and not on customers and call outcomes, 2. Productivity defined as producing more completed calls in less time, 3. Lack of integrated digital processes with especially sales, but also other departments like logistics, order delivery & even accounting. Conclusion: 'Wrong KPI's' stemming from lacking clearly defined purposes of 1) The customers needs and 2) Senior Managements business goals for service delivery. 42 managers and senior service department staff attended the KPI seminar. We redefined not only the KPI's, but the entire strategic focus of the call centre. In April 2008 a project review confirmed that: 1. Senior Management was getting documentation of "happy customers, who bought more more often at a lower cost", 2. 82% of the customers felt their expectations had been exceeded, 3. staff turnover was down from 18% to 6% and 4. Call Volume had fallen 14% in the past 12 months mainly due to improved digital processes and intense coaching & training of service reps learning to engage with the customer and identifying customer needs. KPI Masterclass Seminars with Niels Kjellerup Australia

6 Since then I have personally facilitated 5 open KPI's seminar with 142 attendees in Europe with excellent feedback and some documented results. Back home in Australia I decided it was time to give you a chance to get to know the KPI models and tools designed to help call centres refocus on the customer experience and abandon the road to galley-slave hell. Life in a service centre is happier when senior management can appreciate the contributions & value delivered by allowing your service reps to engage and actually help the customers buy more and more frequently. Looking forward to meeting you at the KPI Seminar. Niels Brisbane June 20, 2008 PS: I welcome your questions, just send me an nk@callcentres.com.au Dates & Venues Melbourne 3-4 September 2008 Sydney 9-10 September 2008 Crown Towers Hotel 8 Whiteman Street South Bank Vic 3006 Phone Toll Free Beautifully located on the southern bank of the Yarra River in Melbourne, Crown Towers sets the benchmark for luxury hotels in Australia. Lavishly appointed and offering an impeccable standard of customer service and attention to detail. Star City Sydney 80 Pyrmont Street Pyrmont NSW 2009 Phone Toll Free Star City offers a wide range of king and twin Hotel rooms. Our luxurious rooms feature magnificent views of the city, Harbour Bridge & Pyrmont. All rooms are contemporary and spacious, feature marble bathrooms, stylish furnishings and modern comforts. KPI Masterclass Seminars with Niels Kjellerup Australia

7 Attendee Fees The fee for each attendee includes: The seminar workbook with articles, model descriptions, case-studies and copies of slides Lunch each day Coffee & Tea during the breaks Attendee Fee 1 person $ GST = $ 2420 CCMA Member* 10% discount $ GST = $ 2178 ATA Member* 10% discount $ GST = $ 2178 Send 3 attendees* 50% discount for 3rd person $ GST = $ 6050 Early bird discount Save 10% before 22 July 2008 $ GST = $ 2178 KPI Corner Member* 10% discount $ GST = $ 2178 *Only 1 discount applies per delegate Send 3 attendees and get the half price Payment by credit card or bank transfer. An invoice is provided upon request. Terms and Conditions: Each attendee agrees that the following terms and conditions shall apply to the KPI seminar. 1. A Registration is non transferable. Only with prior approval can a substitute be sent 2. Resource International reserves the right to decline registrations at its absolute discretion 3. Full payment of all fees and charges is due by no later than 22 August Should the fees and charges not be received on or before the above date, Resource Int. reserves the right to cancel your booking and assign the place at the seminar to another attendee. 4. In case of a cancellation this must be notified in writing by to resource@callcentres.com.au or by mail to Resource Int. PO Box 598, Ashgrove, Qld An admin charge of 10% of the full seminar fee is deducted for each. Cancellation later than 14 days prior to seminar date is charged with a 50% admin fee and by cancellation less than 3 days prior no refund is possible. If you're unable to attend you are welcome to send a substitute or you can transfer to a seminar at a later day. KPI Masterclass Seminars with Niels Kjellerup Australia

8 Register Form (Please fax to ) Seminar Melbourne 3-4 September 2008 Sydney 9-10 September 2008 Attendee(s) Name: Job Title: Department: Company Name: Company Address: Phone: 2nd Attendee's Name: 3rd Attendee's Name: CCMA Member: Yes No ATA Member: Yes No KPI Corner Member: Yes No Payment Options Credit Card Card Type: VISA Mastercard Amex Diners Club Name on Card: Card Number: Expiry Date: CCV Number: Signature: *A 3% service charge applies to all credit card payments. This transaction will appear as 'Shop Down Under' on your statement. EBT (electronic bank transfer) Bank: Suncorp Metway Name: Resource International Pty Ltd Branch: Corner Steward Road & Waterworks Road, Ashgrove Qld 4060 BSB: ACC: Agreement Please send me a receipt. I have read and agree to the Terms and Conditions with my signature: KPI Masterclass Seminars with Niels Kjellerup Australia