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Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Breakthrough – Releasing potential
#ForumConf
Monday 24th – Tuesday 25th April 2017The Majestic Hotel, Harrogate
Customer Strategy & Planning 2017
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Innovation Award Case Study
2
Staples
Before we start
■ Introduce yourselves on your table
■ Look at page 89-90 in the Best Practice Guide. What’s of most interest to you?
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Staples
3
■ Case study presentation
■ Time for your questions
■ Presentation of finalist certificates
Leigh McIlwaineContact Centre Specialist
The Forum
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Innovation Award Case Study
4
Staples■ David Edwards
■ Laura Waghorn
2
OurVision
OurValues
3
OurVision:Everythingyourbusinessneeds.Atthelowestprices.Guaranteed.
OurOperatingModel:Ascommonaspossible.Aslocalasnecessary.
OurCultureShifts:Fromproductfocustocustomerfocus.Fromsilothinkingtoprocessthinking.
Theseguideourinteractionswithcustomersandeachother.TheyrepresentwhatmattersmostatStaplesandarecriticaltobringourVisionstolife.Welivethemeveryday.
4
5
OurFootprint
OurChannels
ONLINE:• Websitesin14Countries
ADVANTAGE:• ServingBusinessesacross29EuropeanCountries
650Employees
11Markets
9CustomerServiceLocations
20BusinessUnits
12Languages
1Multi-LingualHub(Outsourced)
Transformation
6
Infrastructure••OptimiseLocations
••RightSizeTeams
••ConsistentStructure
•• IntroduceOutsourcing
Technology••StandardisedCC
Technology
•• IncreaseSelfServe
••Alignwith••Web••ERP••CarrierStrategy
Process••Standard‘Orderto
Cash’process
••OptimiseOperatingModel••Centralising
SupportFunctions••Common
Standards••Performance
Improvement
People••StaplesServicology
acrossEurope
••Multiskilledworkforce
•• IncreaseCSLeadershipcapability
••Buildahighperformanceculture
OurJourney Begins…7
8
PlanInvolved• Workshops
• AspectTraining
• ProcessDesign&Communication
• WorksCouncilDiscussions
• Recruitment
• Telephonydeployment
• MIPortal
• OutsourcerGoLive
• RealTimeLaunch
Q1- 2015 Q2- 2015 Q3- 2015 Q4- 2015 Q1- 2016
TimelineofEvents
ForecastandScheduling
Communications 9
10
>8Weeks Week-8-4 Week-4-1 Week-1 LiveWeek
Longtermandstrategicplanning
HolidayGroupAllocations
Recruitmentneeds
OutsourceRequirements
Createschedules
ScheduleOptimization
Releaseschedules
Intervalforecasts
AspectMonthlyUpdates
CommunicateTempNeeds
AspectWeeklyUpdates
Handoverplans,meetingwithOpsandReal
Time
Finalizeplansandplanning
packs
ReviewPerformance
DailyResourceHuddles
Onthedayoptimization
Adherencemonitoring
Offlinerequests
Queuebalancing
Intradaysnapshots
WeeklyPlanningMeetings
Outsourcing
11
12
Launched–• 25th April2016
Languages–• 86productiveFTE,coveringFrontandBackOfficeTasks,supportingthefollowing
languages: • Swedish• Norwegian• Danish• Dutch
• German• English• French
13
Real-Time
Introduction CommunicationAgent
StructureRole’sand
ResponsibilitiesToexplainwhat
supportandinsightwecanprovidetotheoperation.
Toobtainanunderstandingofthe
operationbyquestioningwhattheyseeasContactCentre'sstrengthand
weakness’stounderstand.
Fromthiswecanestablishwhattheoperationsdesiredimprovementsareandhowthereal-timefunctioncansupportthis.
Weneedtoclarify:
• PreferredcommunicationMethodssuchasemail,phoneorchat?
• Frequencyofcommunication?
• Whatinformationordataneedstobeshared?
• PointsofContactandescalation
Tohelpfindthepotentialefficienciesfromflexingour
resourceweneedtounderstandtheexistingstaffing
structuresandskills.
ForExample–
CanandStaplesAdvantageAgent
supportOnlinecalls?
Canphoneadvisorssupportemailvolumes?
DoweusedifferentCRM’sforOnline
andAdvantagecalls?
Itisessentialtodocumentallthereasonsadvisorsmayneedtocome
awayfromtheircoredutiesontopofthenormalpre-plannedactivitiessuchas
teammeetingsandonetoone’s.
Eachsiteisuniqueastheyhavetheirownlegacyprocesseswhichcanleadto
additionaloffphoneactivities.
Thesecouldincludeclientspecifictasksoroutboundcalling
duties.
Oncewehavedocumentedtheprocessesthenext
stepisclarifyownership.
Forexampleloggingonthedayabsence.ItistheresponsibilityoftheoperationtoprovideReal-time
withthisinformation.Itisthentheirresponsibilityto
ensureitisaccuratelyloggedintheWFM
system.
Thiscouldalsoincludenon-
adherence.Thereal-timeteammay
highlightthisissue,butitisalinemanagers
responsibilitytofeedthisback.
Real-tim
eDe
sign
Worksho
p
OffphoneActivities
14
Communications
Real-TimeResources
15
HighLevelOverviewforCentralTeam
CountrySpecificDashboardsfor
LocalUse
Moredetailedviewfor
CentralTeam
Queueandadvisorlevelinformation
Details,Numbers,Action- DNA
16
HighLevelCountry
DashboardsTrendData
AdvisorQuartile
Performance
Daily&WeeklyShrinkageReports
WeeklyHeadcountPlans
Daily&WeeklyAdherenceViewsbyBusinessUnit
Brexit
17 18
WhereNext…?• RealTimeLaunches
• GermanyandFrance– Q22017
• ContinuetobeCurious
• Identifynewopportunitiestomakeimprovements
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Breakthrough – Releasing potential
#ForumConf
Innovation Award Finalist 2017Staples
Thank You
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Questions
20
■ The Best Practice Site Visit will be: September TBC, Birmingham
■ Book for the Members’ Site Visit, using the form on your table or online now at: http://www2.theforum.social/sitevisitbooking
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
National Awards & Gala Dinner
21
Gala Dinner26th September, Hilton Manchester
Finalists’ days in June & July
Raising Standards inCustomer OperationsTheForum
Gold Sponsor
Breakthrough – Releasing potential
#ForumConf
Innovation Award Finalist 2017Staples
Thank You