Contact Center Services Update Peggy Gritt Senior Program Manager Contact Center Services/IT
Welcome! • • • • • • •
Welcome and Introductions Contact Center Services Overview Recent Activities and Update CCS Grant Program Overview NEW!! IT Help Desk Update Interview – Peckham Industries An Agent’s Perspective
Contact Center Services Overview Program Overview – NISH Offerings
Contact Center Services – NISH Program
Benchmarked Performance
Contact Center Help Desks Switchboards Answering Services Appointment Setting Tech Support Order Entry/ Fulfillment Quality Practice Management Model
State of the Art Hosted Technology
Types of Offerings
• • • • •
Turnkey services On-site services (at customer location) At-home services Assessments of agents and staffing Training services
Who has contact centers?
Nearly all businesses have… • 1-800 number for inside sales • 1-800 number for customer service • Receptionist or switchboard • Human Resources • Marketing and Promotions • IT Help Desk
Flagship Customer #1 – Department of State
• Contact Center Services Video
Hilary Clinton, Secretary of State, says, “you have an extraordinarily talented team who provide the best possible customer experience to U.S. citizens.”
Flagship Customer #2: IRS
Data Center – Partner – Alpine Access
At Home Agent
• Example “At Home Agent” or Virtual Model • 35 agents during off-peak and over 200 during peak months • 1-800 Tax Forms – answer constituent questions about tax forms • Security clearances for agents • Technology provided by partner
Flagship Customer #3: Defense Logistics Agency
• Supply Logistics for U.S. Warfighters and Vendors • Won consolidation project over commercial vendors • Over 100 customer service representatives with less than 4% attrition • Nonprofit provides staff at customer location and a disaster avoidance location at own facility
Other Example Customers
• Air Force – 8 Switchboards across the U.S. • VA Hospitals – 18+ Switchboards and Appointment Setting • Office of the Comptroller of the Currency – 1-800 number for National Bank Consumer Issues
Nonprofit Capabilities
Nationwide Availability
Program Offerings
• Start-up – Business Planning training – Consultation with technology – Grant Program (to be discussed) – Planning guides, templates and job descriptions
Program Offerings
• Experienced Contact Center Services Provider – Best Practices Framework - guides and templates for every operational area – Consultation assistance - statement of work, proposal development, and technical inputs – Technical proposal formal training course and formal templates
Recent activities and update 2011
Benchmark Study Update Higher Performance KPI
NISH
Commercial
12.1 Sec.
29 Seconds
Less than 2%
4%
80% answered in 20 Seconds or Less
80% answered in 30 seconds or less
82%
51%
First Call Resolution
90.1%
81%
Cost Per Call
$2.67
$3.15
Service Quality Score
95.3%
91%
Customer Satisfaction Score
96.3%
89%
2.5 months
3 months
10%
31%
Average Speed of Answer Abandon Rate
Service Level Results
Costs & Quality
Service Level
Lower Costs
Utilization
Learning Curve Ramp-Up
Agents Results
Turnover Rate
Better Quality
Recent Activity
• Hired Dan Woods, Program Manager – responsibility for building IT Services capabilities and lead on business development in DC area • Partnership Activity…to name a few – – – –
CSC Booz Allen SAIC AFMS
Consolidated Human Resources – Single 1-800#
• Consolidated 1-800 number for the U.S. Army Human Resources Command • Answer all telephone calls, emails, and process mail inquiries • On-site project at Fort Knox Center for Excellence • Inspiritec, Inc.
Grant Program Overview Not tied to an AbilityOne project for Technical or Expertise
NonAbilityOne Grant Program
Beacon Group
Meet the Grantees
Pearl Virtual ReadyOne Adelente Tommy Nobis TN Vol Orion
7 Grants = 300 dFTEs
$420k
Will you be ready? 2011 – Will you be ready?
• Tour contact centers in your area • Attend the Business Planning Course • Write your Business Plan • Start building your capabilities
IT Help Desk Services What is different about an IT help desk? DLA IT Help Desk Consolidation Status
• Technical certifications in Microsoft, Cisco, Databases, and Common Off the Shelf Systems • Knowledge of or adherence to ITIL Standard • Service Desk Management Solution (tracks IT trouble tickets, handles escalation rules, and asset issues)
IT Help Desk Consolidation – first phase summer 2011
Quick Facts about DLA • FY09, nearly $38 billion revenues (that would be #61 on the Fortune 500 list, ahead of companies like American Express, Dupont, and Coca Cola) • 25,000+ civilians and military employees. • Nearly 1,600 weapon systems. • 8 supply chains and nearly 5 million items. • Administers the storage and disposal of strategic and critical materials to support national defense. • Operates in 48 states (minus Vermont and Iowa) and 28 countries. 23
DLA Vision for IT Help Desk Seven Sites
Single “ticket� system One service level Basic troubleshooting Consistent escalations Integrated reporting
Tier 1
Tier 2
Program level support
AbilityOne fit
Desktop, network & application support
Tier 3
24
Interview – Peckham Industries – Matt June DLA IT Help Desk Preparation – Lessons Learned So Far
From an Agent’s Perspective Web-based Video Conference with an Agent
Want to get involved? Here’s how…
Contact Center Services Call to Action What you can do to help reach Extraordinary Results for Contact Center Services: Business Planning taught by founder of Alpine Access now with 4000+ agents!
TOUR a Contact Center in your area
ATTEND a course
WRITE your plan
SUBMIT a grant proposal (expected Fall 2011)
Contact Information
• Peggy Gritt, Sr. Program Manager – Email (best) – Phone
pgritt@nish.org 703-731-0584
• Dan Woods, Program Manager – Email (best) – Phone
dwoods@nish.org 703-584-3974
Session Evaluation Information
SESSION TITLE: CC Update SESSION CODE: BD-W1045