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Citect’s SCP Certification Journey. Challenges & Improvements

Citect Global Support. Citect’s SCP Certification Journey. Challenges & Improvements. What is SCP?. SCP = Support Center Practices Certification Program A program for ensuring service quality is delivered SCP quantifies the effectiveness of customer support

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Citect’s SCP Certification Journey. Challenges & Improvements

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  1. Citect Global Support Citect’s SCP Certification Journey.Challenges & Improvements

  2. What is SCP? • SCP = Support Center Practices Certification Program • A program for ensuring service quality is delivered • SCP quantifies the effectiveness of customer support • Tight standards based on Industry best practices • Guided by sponsoring Technology companies • who contribute insight & perspective, defining key elements required for World-Class support delivery • Focuses on Service & Support • Administered by Service Strategies Corporation

  3. WHY SCP, WHY CERTIFY ? Why a certification program? • EYE OPENER ! • Validates Your processes • Brings external recognition of performance & defines BP • Competitive Edge • It is not a “nice to have” anymore. IT IS A “MUST” TO HAVE to run an effective, customer satisfying and a revenue generating support center. • Reinforce Customer Satisfaction Focus • Establishes the standard for measuring quality support • Focuses support organisations on processes and results

  4. How is SCP achieved? • Through comprehensive on-site audits to ensure the SCP’s score of 100+ is met • Companies must meet a minimum performance std for customer satisfaction to achieve SCP Certification • SCP Certified companies maintain excellent customer satisfaction, which is key to any company’s success • SCP Certified companies go through annual re-certification audits

  5. SCP Journey

  6. Citect Global Support Center Facts • Case Types • Support Center handles Level 1, 2 & 3 Technical issues • Escalate Level 4 issues to R&D arm of Support • Engineer and Support Developers Data • 20 Engineers (Level 1 & Level 2 issues) • 4 Senior Engineers (Supervisors and Technical Specialist to handle Level 3 issues) • 7 Support Developers (Level 4 Support issues)

  7. Citect Global Support Center Facts • Customer Satisfaction • Survey Top of Box score of 75% • Overall Satisfaction score of 89.3 % • Key Satisfaction Drivers • Response time better than 80% of calls in < 30 seconds • > 33% of calls resolved at 1st contact • < 10% calls escalated beyond Global CSC

  8. Customer Queue Time

  9. Email Response Time

  10. Calls Closed on 1st Contact

  11. Call Duration

  12. Challenges Faced in SCP Certification • People (Very Important to get this right !) • Process (SCP has got great examples) • Technology (Suit your Support Center) • Culture and Motivation (Executive Team -buy in) • Time (Biggest) • Change Management (Staff Education via Fair Process)

  13. Challenge 1 - People • Different length of service (company know how and services know how) • Team has to be Service focused • Willing to implement, accept and adapt to changes • Availability to participate • SCP Team consisted of: Global Director, CS Manager, TS Manager, ES Manager, Marketing Manager, Project Manager, Exec. Assistant • Team led by Professional Project Manager

  14. Challenge 2 - Processes • Processes that were okay • Processes that were faulty • New Processes we needed • Process documentation (Very Tiring) • Processes that we thought were OK !!! (Get a trial audit OR Talk to the SCP community)

  15. Challenge 3 - Technology • Documenting technologies used (CRM Package, Troubleshooting Tools, Escalation tools etc) • Statistics / Reporting on the effectiveness of the technologies used. • Technologies being phased in & replaced – happens to every support center. It is important to make the right choice • Time IN and TIMING of making technology changes / upgrades

  16. Challenge 4 – Culture, Motivation & Awareness • Can do attitude • Senior / Executive Management Support for SCP • Budget - Time and Money • Participation of the entire services team – making them part of this certification • Company wide awareness – via effective communication • Active involvement of other sections • Allocation of a professional Project Manager

  17. Challenge 5 – Time (Biggest Challenge) • Shortage as everyone had day jobs • Even worse - because we set ourselves a tight timetable • Achieved because we had: • Professional and a committed Team • Can-do culture and attitude • Allocated time • Regular review meetings – twice a week • Reward Scheme / Incentive Program in place

  18. Challenge 6 - Change Management • SCP is part of an ongoing improvement process • SCP Preparation meant introducing some changes to perfect our support center • Verify and Validate our existing procedures • We needed to manage the change to get the best results • Educate whole team. Make them accept these changes via fair process.

  19. Citect Score, Achievements and Lessons Learnt AFTER • 6 months of preparation and sleepless nights! • One day of “eye opening” trial audit !! • Two “LONG” days of “GRUESOME” final audit !!! • Considerable $$$$ WHAT DID WE SCORE, ACHIEVE & LEARNT ????

  20. Citect Score

  21. Achievements - Company • For the Company • First Australian Owned Company to be certified. • Stronger presence with a very big competitive edge in the support and services market • Easier for Sales team to Sell Support • Increase in Support Sales and Revenue

  22. Achievements – Support Center & Team • For the Support Center and the Team • Validation of our Support Procedures – based on best practices in the Industry • Increase in confidence while delivering Support • Increase in Customer Confidence and Satisfaction • Introduction of some new and improved procedures • Recognition at Board Level

  23. Achievements – Management Team • Active participation in improvement process led by SCP • Introduction to the SCP community allowing exchange of “best practices” information. • Celebrations, Recognition & Rewards

  24. Improvements Implemented • A new “Event Survey” for Customer Satisfaction. • Increase in frequency of “Periodic Survey” • Increased emphasis on the Training Programs (Team building etc) • Appointment of “Staff” Training Manager

  25. Improvements Implemented – Contd. • A new disaster recovery plan. • Problem Solving and Troubleshooting Course for the entire support team. • More Strict Response targets – SCP Audit identified that are achievable for us. • New Knowledge Management System • New metrics for Ignored areas

  26. CLOSING • TRULY DO IT YOURSELF • SCP WILL GIVE YOU QUESTIONS ?? • SCP WILL GIVE GUIDANCE • SCP WILL GIVE EXAMPLES • BUT - YOU WILL HAVE TO FIND / DEVELOP THE ANSWERS !! • HARD WORK – NO MIRACLES • TRULY WORTH IT

  27. QUESTIONS

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