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Day after Day… My Olympic Challenge. Challenges in Managing BCH Call Centers Chantal Gagné General Manager –Workforce Management Shared Services Bell Canada July 24th 2004. Day after Day … My Olympic challenge. Work Volume Forecast - PowerPoint PPT Presentation
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Challenges in Managing BCH Call Centers
Chantal GagnéGeneral Manager –Workforce Management
Shared Services
Bell Canada
July 24th 2004
Day after Day… My Olympic ChallengeDay after Day… My Olympic Challenge
July 24th 2004 2
Work Volume Forecast
Performance against Industry Benchmark: Targets and Expectations
Optimal Workforce Management
Technology
Implicit Challenges
Day after Day … My Olympic challengeDay after Day … My Olympic challenge
July 24th 2004 3
Work Volume ForecastWork Volume Forecast
Growth inherent to an evolving telecommunication industry
Impact of change in economic conditions
Impact of advertising: especially with the “Vision of One” messages
Impact of “self-serve” applications: WEB and IVR
Impact of more complex products
Productivity initiatives
July 24th 2004 4
Performance against Industry Benchmark: Targets and Expectations
Performance against Industry Benchmark: Targets and Expectations
Benchmark corresponding to our reality
“Uniqueness” of each line of business
Defining exceed expectation
July 24th 2004 5
Optimal Workforce ManagementOptimal Workforce Management
Blend Environment Inbound and Outbound calls
“Voice” contact and e- contact
Balance between training costs for “Mass” agents & implementation of smaller specialized queues
Schedules matching force to load while minimizing impact on employee work conditions (retention)
Ratio and working conditions of part time resources and forecasted needs for flexibility
July 24th 2004 6
TechnologyTechnology
Quick evolution of products offered to Call Center managers
Evaluation of the quality of existing software (Scheduling and Call Routing systems)
Process improvement to support/optimize implementation of technology
Design a voice response system that reduces misdirected calls, increases “self-serve” options and satisfies customers
July 24th 2004 7
Implicit challenges Implicit challenges
Need to quickly take action
Change management
Recruitment of specialized resources that can take up intellectual challenges in a fast-pace business environment
July 24th 2004 8
Thank you!
