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CARE – Enhanced Routing. Business Transformation Group Chris Columbia October 31, 2007. The purpose of this initiative is to:.

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care enhanced routing

CARE – Enhanced Routing

Business Transformation Group

Chris Columbia

October 31, 2007

the purpose of this initiative is to
The purpose of this initiative is to:
  • Match the right customer, based on their issue, to the right CSR, based on their skill set. In order to validate AHT, increase FCR and NPS and provide the CSR an opportunity to service to sell.
  • Underlying business purpose is to:
  • Provide tier two support to resolve customers issues
  • Prioritize calls in queue
  • Gain insight into KPI metrics by call segment
current call routing process is capable of

?

VRU

Current call routing process is capable of:

Calls

Calls

Calls

Limited insight into type of call and skills required.

future call routing process will be capable of

!

Future call routing process will be capable of:

Sr. CSR

Escalations

Calls

VRU

Calls

CSR Level II

Calls

Assist Queue

CSR Level I

Delivering predictable call segments to the CSR’s with the appropriate skill set to provide efficient service

future call routing process will be capable of1
Future call routing process will be capable of:
  • Report
  • AHT by Segment
  • Real Estate 401
  • ICC 203
  • True Collect 188
  • EZ Pay 267

Reporting KPI by:

(AHT – FCR – NPS – ABA)

Call Segment:

ICC

Real Estate

EZ Pay

MortgageServ

Etc.

Associate Level

Level I, II and SR.

  • Report
  • FCR by Segment
  • Real Estate 88%
  • ICC 79%
  • True Collect 87%
  • EZ Pay 87%
  • Report:
  • Call Prioritization
  • Real Estate #1
  • ICC #2
  • True Collects #3

Delivering reporting that will drive business decisions

reporting that will give insight into performance

T

I

M

E

450 sec

415sec

388 sec

Level II Assoc

Reporting that will give insight into performance

AHT:

EZPay – LII – Oct 08

Validate AHT

reporting that will give insight into performance1

AHT:

EZPay – LII – Oct 08

T

I

M

E

450 sec

415sec

388 sec

Level II Assoc

Reporting that will give insight into performance

Assoc #: 56

Calls / Mo: 82

W# 1-2444-8

2-4254-7

7-2659-8

Add precision to Associate developement

reporting that will give insight into performance2

AHT:

EZPay – LII – Oct 08

T

I

M

E

450 sec

415sec

Assoc #: 24

Calls / Mo: 21

W# 1-2434-8

2-4234-7

7-3659-8

388 sec

Level II Assoc

Reporting that will give insight into performance

Gain insight into where less is not always better…

reporting that will give insight into performance3
Reporting that will give insight into performance

Sales:

All Sales – Oct 08

S

A

L

E

S

Per

100

C

A

L

L

S

Avg

Call Segment

reporting that will give insight into performance4
Reporting that will give insight into performance

Sales:

All Sales – Oct 08

64% SELF-SERV

S

A

L

E

S

Per

100

C

A

L

L

S

44% SELF-SERV

Avg

Call Segment

improved fcr through predictive routing and safety net
Improved FCR through predictive routing and “safety net”
  • Tier two, or Assist Queue gives Associates the ability to get the support they need while the customer is still on the phone.

Sr. CSR

Escalations

CSR Level II

Assist Queue

CSR Level I

150 to 200 “folder issues” are created in Chesapeake each month to be researched by UM’s in

addition to the XXX Branch Requests completed.

the roadmap that will help us get to future capabilities
The roadmap that will help us get to future capabilities:

Generation II

  • VRU overhaul
  • Full Call Segmentation
  • Account “look-up” Segment
  • High Sales Segment
  • Global Assist Queue
  • Virtual Site configuration
  • Automated reporting by:
    • Call Segment
    • CSR Level
    • Rep Level.

Generation I

  • Minimal VRU changes
  • 5 Key Call Types Segmented
  • Start of Call Prioritization (RE)
  • Associates Levels Established
  • Local Assist Queue
  • Chesapeake only *
    • Should expand to offshore
  • Reporting Enhancements

(Q4 2007)

(Q1 2008)

(Q2 2008)

(Q3 2008)

today we are here on the roadmap
Today we are here on the roadmap:
  • Local Assist Queue
  • Reporting Enhancements
  • Associates Levels Established
  • Minimal VRU changes
  • 5 Key Call Types Segmented
  • Start of Call Prioritization (RE)
  • Chesapeake only *
    • Expanded to Offshore

Partially there

Risk

October

November

December

January

generation i
Generation I

Segment

Volume

A

L

L

C

A

L

L

S

Branch

40,000

Spanish

2,000

MortgageServ

3,000

EZ Pays (Complex)

2,500

ICC

2,000

True Collects

4,000

Real Estate (Other)

40,000

Other

30,000

Generation I will provide Proof of concept and improve throughput.

calls are disposition in one of four ways

Assist Queue

Escalations

FCR

Senior Assoc

Assoc Level 2

Branch

CIT/ Br Req.

True Collects

Assoc Level 1

Calls are disposition in one of four ways…
each call segment is given a routing priority scheme

Primary

Secondary

Tertiary

Senior Level

True Collects

Assoc Level 2

Branch

Assoc Level 1

Each Call Segment is given a routing priority scheme
provides associates with career pathing
Provides Associates with Career Pathing

Senior Level

Assoc Level 2

  • 12-18 Mo. Tenure
  • tenure.
  • Meet & maintain
  • KPI metrics
  • Demonstrate ability
  • to successfully take
  • T3 Calls
  • Must pass skills
  • assessment test
  • Fast Track Poetntial
  • for prev exp or rehire
  • 6-12 Mo. Tenure
  • Additional Training
  • Pass Proficiency
  • assessment
  • Meet & maintain
  • KPI metrics.
  • Demonstrate ability
  • to successfully take
  • T2 Calls

Assoc Level 1

  • New Hire
  • Initial training
  • graduate
  • MS & ICC
  • trained
  • Hit Sales Quota
  • for level
immediate next steps in this initiative are
Immediate next steps in this initiative are:
  • Assess impact of current HR leveling project.
  • Agree on scope and timeline for Generation I
  • Complete Associate description and performance level expectation on KPI metric for each Level.
  • Create Skills Assessment for Level II & III
  • Finalize initial routing strategy and priority rankings for each call segment.
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