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呼叫中心的精细化管理 2006 年 8 月 22 日 PowerPoint PPT Presentation


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呼叫中心的精细化管理 2006 年 8 月 22 日. 目录. 呼叫中心精细化管理 呼叫中心排班管理 呼叫中心流程管理 呼叫中心绩效管理. 精细化管理部分要探讨的问题. 什么是精细化管理 为什么要实施精细化管理 有效实施精细化管理的关键 呼叫中心的精细化管理综述 呼叫中心管理标准参考. 精细化管理. 精细化管理的本质就在于它是一种对战略和目标分解细化并且落实的过程,是让企业的战略规划能有效贯彻到每个环节并发挥作用的过程,同时也是提升企业整体执行能力的一个重要途径。. VS. 为什么实施精细化管理. 市场竞争日益激烈 趋于成熟和复杂的消费群体诞生

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呼叫中心的精细化管理 2006 年 8 月 22 日

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2006 8 22

2006822


2006 8 22


2006 8 22


2006 8 22

VS.


2006 8 22


2006 8 22


2006 8 22


2006 8 22

1 (Service)

A

B

C

D


2006 8 22

2 (Quality)

A

B

C

D


2006 8 22

3 (Satisfaction)

A

B

C

D


2006 8 22

4 (Cost)

A

B/

C


2006 8 22

5 (Profit)

A

B

C


2006 8 22


2006 8 22

ISO

International Organization for Standardization

  • ISO1947


2006 8 22

SCP

Support Center Practices

  • SSPA(Software Support Professionals Association)


2006 8 22

CCCS-OP

Customer Contact Center Standard for Operation performance

  • 2003 CCCS


2006 8 22

COPC-2000

Customer Operation performance Center

  • COPC1996MicrosoftCompaqDellIntelMotorola


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2006 8 22


2006 8 22

720,000

x 1.12 + 12% (?)

806,400

x .071

57,254

/31

1,847

x 1.469

2,713

x .055 10:00 to 10:30

149 10:00 to 10:30

:

1)

2).

S M T W T F S

1 2 3 4 5

6 7 8 9 10 11 12

13 14 15 16 17 18 19

20 21 22 23 24 25 26

27 28 29 30 31

:

.210 .143 1.469

.170 .143 1.189

.165 .143 1.154

.165 .143 1.154

.150 .143 1.049

.095 .143 0.664

.045 .143 0.315


2006 8 22

?

?

?

  • Erlang C

500


Erlang c

Erlang C

  • Erlang

  • Erlang C


Erlang c1

Erlang C


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50%

350

3

95%


2006 8 22

?

?

?

!

350+3

500

353x500=176500

13600176500

49

3600x95%x50%=1720

500

1!1!


2006 8 22

500


2006 8 22

76

44

44

21

8

--


2006 8 22

--


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2006 8 22


2006 8 22


2006 8 22


2006 8 22


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-

-

-


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  • ;

  • ;

  • ;

  • ;


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2006 8 22


2006 8 22

-


2006 8 22

//

KPI

/

KPI


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-

    • ()


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-


2006 8 22

-


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ANSI


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2006 8 22

  • --


2006 8 22

  • KPI

  • 6


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2006 8 22

Plan

Do

Check

Action


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2006 8 22

Performance

KPI

  • Key

  • Indicators


2006 8 22

KPI


2006 8 22

SMART

Specific

Measurable

Attainable


2006 8 22

SMART

Realistic

Time bound


2006 8 22

CUIKA

CUIKA


Cuika

CUIKA

CUIKA


Cuika1

CUIKA

  • Collected

  • Useable

  • Integrity

    • (Relevant)

    • (Accurate)

    • (Representative)

    • (Objective)


Cuika2

CUIKA

Knowledgeable

Action


2006 8 22

  • KPI


2006 8 22


2006 8 22

-

  • CTI:

  • PBX :

    IVR

  • IVR:

  • ACD:


2006 8 22

-

  • 10086CSRCSR


2006 8 22

  • 10086


2006 8 22

    • IVR+

    • IVR

    • :


2006 8 22

    • ACD


2006 8 22

-

  • Login/Logoff

  • CSRCustomer Service Representative

  • ASAAverage speed of answer

  • ATTAverage Talk Time

  • AHTAverage Hold Time

  • ACWAfter Call Work

  • AHTAverage Handle Time

  • AUX (Auxiliary)


2006 8 22


2006 8 22

  • PBX PBX Calls Volume

  • IVR IVR Calls Volume

  • ACD ACD Calls Volume

  • ACD ACD Abandoned Calls Volume

  • ACD ACD Abandoned Rate


2006 8 22


2006 8 22

PBX PBX Calls Volume

IVR.

IVR IVR Calls Volume

IVRACD


2006 8 22

ACD ACD Calls Volume

ACD

ACD ACD Abandoned Calls Volume

ACD


2006 8 22

  • ACD ACD Abandoned Rate

    ACD

    • ACD

    • 3

    • 3%3%-5%


2006 8 22


2006 8 22

-

*Notes:

Day time: 8:30am-8:30pm

Night time: 0:00am-8:30am & 8:30pm-0:00pm


2006 8 22

KPI


2006 8 22

ACD

IVR

50000

45000

41983

37995

40000

36448

34475

33828

34502

34726

35000

29685

28788

29134

30000

27111

Total Calls to ACD

24248

25000

14611

20000

14868

15000

10000

5000

0

6

7

8

9

10

11

12

ACDIVR


2006 8 22

IVR//


2006 8 22


2006 8 22

  • Service Level

  • Average Speed of Answer

  • Average Handle Time

  • Average Talk Time

  • Average Hold Time

  • Average After Call Work Time


2006 8 22


2006 8 22

Service LevelY/X

X

20X80%20Service Level80/20


2006 8 22

100%

99.6%

100%

99%

99%

98%

97%

96.0%

96%

95%

94%

92%

90%

1

2

3

4

5

6

7

Service Level

KPI


2006 8 22

Service level 20 Sec.

Service level 20 Sec.

100%

98%

97%

97%

97%

97%

97%

96%

96%

Avg.

95%

95%

94%

94%

93%

90%

85%

KPI

80%

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec


2006 8 22

  • 90/201%

  • 80/20,

  • 80/3090/601%5%

  • 80/6090/12080/3005%15% 10%15%

  • 100/0


2006 8 22

Attainable


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2006 8 22

  • (Average Speed of Answer)

=


2006 8 22


2006 8 22

  • (Average Talk Time)

=


2006 8 22

ATT KPI


2006 8 22

=

  • (Average Hold Time)


2006 8 22

  • ( Average After Call Work Time)

=


2006 8 22

  • (Average Handle Time)

=

+


2006 8 22

50

40

30

20

10

0

Agent1

Agent2

Agent3

Agent4

Agent5


2006 8 22


2006 8 22


2006 8 22


2006 8 22

X 100%

=


2006 8 22

X 100%

=


2006 8 22


2006 8 22

X 100%

=


2006 8 22

X 100%

=


2006 8 22

X 100%

=


2006 8 22


2006 8 22


2006 8 22


2006 8 22


2006 8 22

X 100%

X 100%

=

=


2006 8 22

1

2


2006 8 22

210/200 100 6

230200CSR200510CSR1QC5CSR2CSR2005CSR


2006 8 22

X 100%

X 100%

=

=


2006 8 22

=

X 100%


2006 8 22


2006 8 22

Top Two Box

Client


2006 8 22

X 100%

=


2006 8 22


2006 8 22


2006 8 22


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2006 8 22


2006 8 22

=

  • InboundOutboundNon-phone


2006 8 22

=


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2006 8 22


2006 8 22


2006 8 22

  • Account Size

  • Account Called


2006 8 22

100%

=

  • Called Rate

  • Calling Attempt


2006 8 22


2006 8 22

100%

=

  • Account Corruption

  • Corruption Rate


2006 8 22

100%

=

-

  • Reachable Accounts

  • Reachable Rate


2006 8 22

100%

=

  • Unreachable Accounts

  • Refuse Interview Rate


2006 8 22

100%

=

  • Successful Accounts

  • Hit Rate


2006 8 22


2006 8 22


2006 8 22


2006 8 22

4917

6000

5.7

5.7

5068

4834

4855

5.6

5.6

5000

5.5

3868

5.5

5.5

4000

5.4

5.3

3000

5.2

1560

5.2

2000

1060

1035

956

914

5.1

1000

5.0

0

4.9

/


2006 8 22


2006 8 22

100%

100%

=

=

  • Average Monitoring

  • Customer Complaint


2006 8 22


2006 8 22

100%

100%

=

=

  • Average Efficiency

  • Utilization Rate


2006 8 22


2006 8 22


2006 8 22


2006 8 22

100%

=

  • Hit Cost


2006 8 22


2006 8 22


2006 8 22


2006 8 22


2006 8 22

()


2006 8 22


2006 8 22

10086

10086


Any questions

Any Questions?

Thank You!


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