Participation in the Webinar. WELCOME- While you wait. Today’s Webinar Organizer: Carole Dotson; Presenter: Vail Dutto Control Panel – located on the right hand side of your screen Audio box on your control panel:
WELCOME- While you wait
Educational Series Conference Calls
Topic: Managing by Metrics:Focused Information Equals Results!
An unbalanced Supervisor management focus means a collapse in all areas of supervision. If goals are not met, the customer is not served and the employee is not happy
Beginning of Shift:
Throughout the Day:
End of Shift:
Metrics Management Priorities
Best Practices – Metrics Management
Guest Speakers: Ian Moustaka, InTelegy Senior Consultant Jeff Blackmon, Tulare Service Center Manager
42% Growth in 12 months
Analysis by Quarter for 2008: Service Level versus AHT
46% growth in 15 weeks
Service level up (with reduced phone schedules) due to improvements in schedule adherence and AHT
Logged on time unavailable to clients (i.e. Not Ready + Work) dropped from 45% to 17%.
Decrease in after call work is major reason for 30% improvement in productivity compared to January. Talk time has not decreased.
With reduced phone schedules for both phone staff and particularly back-up staff, more resources available for case maintenance activities
Maintaining improvements depends on regular feedback and coaching
The next CSCG Conference Call: Feb 17
Service Center Technology: The Next Generation
Guest Speakers: Service Center Technology Providers- TBD