Sharing Workshop Badan POM

17 Oktober 2012
Prepared by:

Customer Service Performance

An Introduction
Improve Service, Quality, Revenue, C-SAT Reduce Cost

4.1 End-User Satisfaction & Dissatisfaction 4.3 Service Performance 4.5 Sales Performance

4.2 Client Satisfaction & Dissatisfaction 4.4 Quality Performance 4.6 Efficiency & Cost Performance 4.8 Achieving Result

4.7 KSP Performance

The Foundation for CSP Performance

Fundamental Requirement of Performance

4.3 Service Performance 4.5 Sales Performance 4.4 Quality Performance

4.6 Efficiency & Cost Performance

Objectives: To achieve high performance level objective that are linked to the SOD. To improve performance where levels achieved are below targets.

KPI (metric)

TARGET

Statement of Direction

End User Satisfaction

Structure of Performance Standard

COPC CSP Performance Standard

KCRP
(Key Customer Related Processess)

KSP
(Key Support Processess)

Key Outcome Metrics

Real Time KCRP Deferred KCRP required metrics

Key Outcomes Metric - KPI

KPI Item
1.

Description

Formula (how to be measured)

Best Practice

End User Satisfaction & Dissatisfaction (4.1) Assessing hpw satisfied/dissatisfied End User are with th service provided by the Contact Center Customer Satisfaction Measures the pecentage of end users who Top 2 boxes on a 5 point scale with a felt satisfied with the service they received neutral midpoint from the contact center. Customer Dissatisfaction Measures the pecentage of end users who Bottom box on a 5 point scale with a felt dissatisfied with the service they neutral midpoint received from the contact center. 2. Attrition Asessing the rate of staff departures for Agent and Team Leaders Agent Attrition Annualized attrion of Agents calculated Number of leavers who were not as headcount not FTE. backfilled as a % of total Annualization can be based upon 1 headcount. month or more of data. For small center with very few of Team Leader Attrion Annualized attrion of Team Leader TLs is not required to measure TL calculated as headcount not FTE. attrition. Annualization can be based upon 1 month or more of data. 3. Absenteeism Agent Absenteeism Calculating the amount of time that is lost Number of hours lost through due to unscheduled absenteeism short term absenteeism as a persentage of scheduled hours. 5

85%
Measured monthly, analyzed quarterly

2%
Measured monthly, analyzed quarterly

Targets must be set based on of the understanding of the cost of attrition and the impact on quality.

There is no best practice target or bencmark

Real Time Transaction

Service & Quality KPI
Best Practice KPI Item
1. Service Performance (4.3) Service Level

Description
Percent of call answered before a targeted threshold. Percent of transaction answered by live agent Percent of transactions abandoned before being answered by a live agent.

Formula (how to be measured)

Answered Rate

Abandonment Rate

Calls answered in Y seconds (total calls answered + total calls abandoned after Y seconds) There is no best Total time all answered calls have waited, practice target dividing by the number of answered Set target based calls. on customer The number of callers who hang up after expectation and the IVR but before they talk to a live type of service agent expressed as a percentage of call offered. Measured by Quality Monitoring of trasaction. Number of transactions that were resolved as precentage of the total number of transaction answered Number of transactions that were resolved during the first contact as a precentage of the total number of transactions answered Benchmark 90% There is no best practice target Should be consistent with end user satisfaction targets & result

2. Quality Performance (4.4) Quality Score Contact Resolution

Percent score of quality attributes that meet the CSP standard interaction Percent of customer problem that are resolved Percent of customer problem that are resolved on the first contact (the caller doesnt have no to contact the center or vice versa).

First Contact Resolution

SMS, Email, Fax, Problem Escalation

KPI Item
1. Service Performance (4.3) On Time

Deffered Transaction
Formula (how to be measured)
Total transactions processed within cycle time Total transaction Cycle Time = the target time for processinga transaction end to end, from the end users point of few. Total time late of transactions beyond cycle time Total transactions beyond cycle time Measured by Quality Monitoring of trasaction. Number of transactions that were resolved as precentage of the total number of transaction answered Number of transactions that were resolved during the first contact as a precentage of the total number of transactions answered.

Description
Percentage of transactions processed within the targeted cycle time (Response Time).

Best Practice
95% for any cycle time

Backlog /Case Backlog

Average time late of transaction not processed on time.

1 cycle or 24 hour late which ever is shorter Benchmark 90% There is no best practice target Should be consistent with end user satisfaction targets & result

2. Quality Performance (4.4) Quality Score

Contact Resolution

Percent score of quality attributes that meet the CSP standard interaction Percent of customer problem that are resolved Percent of customer problem that are resolved on the first contact (the caller doesnt have no to contact the center or vice versa).

First Contact Resolution

Key Support Process

Supporting Function KPI
Best Practice KPI Item Description Formula (how to be measured)
1. Telecommunication Techonology Providing and maintaining telecommunications hardware, software and services (long distance service, local line service, teleccomincation switch, Agent Phone, Call Management Software, etc.) Uptime/ Acessibility Percent of time the system is fully The number of minutes of uptime of the 99.6% (Service) functional. switch as a percentage of the total minutes Percent of lines are fully available that the service is open. Blocked Transaction The number of calls not recieved due Number of calls that receive an engaged 0% (Quarterly) (Service) to network, trunk, or PABX limitations tones as a percentage of total offered calls. and / or settings If blockage report is not available, the monthly maximum utilization of trunk capacity maybe reported. 2. Managing Information System Techonology Providing and maintaining hardware and software suporting the information system (order management system, knowledge management system, Agent terminals or personal computer). Uptime/ Acessibility Percent of time the system is fully The number of minutes of uptime of the 99.6% (Service) functional. switch as a percentage of the total minutes that the service is open. 3. Managing the Knowledgebase Keeping knowledgebase up to date and accurate. On Time (Quality) On Time processing of Information The number of updated that were There is no best updates within targeted cycle time . processed in the targeted time as a practice or percentage of total updated. benchmark Knowledgebase Accuracy Accuracy rate of searches where target 8 (Quality) information as correct.

Key Support Process

Supporting Function KPI
Best Practice KPI Item Description Formula (how to be measured)
4. Internal Helpdesk Responding to Agent requests to fix (or add/move/change) telecommunications or information system equipment. On Time On Time in solving of each ticket created The percentage of tickets that are Typically 90% or by Internal Helpdesk based upon its resolvedwithin the targeted time. above. severity (on time by severity level). It is acceptable to set a target resolution time of each ticket. Quality The accuracy of problem solution. The percentage tickets that are not re open. There is no best practice target. 5. Recruiting /Hiring Acquiring the necessary human resources to meet the staffing needs of the operation On Time Percent of saffing requests filled by th Percetange of saffing requests filled by th targeted date. targeted date Quality Percent of staff which successfully complete new hire training program. The number of new Agents still in the business after 3 months as a percentage of the total recruited in the month.

Typically 90% or above. 80%

6. Training Quality

Training staff to minimum skill and knowledge requirements.

The percentage of new Agents who pass 90% monitoring at the end of their first 30 days on the job.

Outsourcing Bussiness Scheme

In Managing Contact Center

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Inhouse Call Center, all Call Center aspects developed and owned by themself Partial Outsourcing, several aspect developed by themself and other aspect owned or managed by other parties Full Outsourcing or Managed Service, all Call Center developed and managed by other parties.

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