Call Center operations– Dirigo Partners is prepared to evaluate and consult in the following specific aspects of contact center management: - ACD – age, size, capacity, call routing (CTI, skills-based?), recorded announcements, IVR (self-service?) - Comparative wage rates – benchmarked? - Management of seasonal/cyclical fluctuation - Outsourcing/home agents? - Contingency planning (weather, over forecast, etc.) - Employee turnover - Org structure
Internal customer alignment Job descriptions/performance objectives/
linkage with dept and company goals - Career pathing? - Staffing software - Metrics
Expenses as a % of net sales (direct and total) Cost per order by channel Sales by channel Contribution by channel Utilization – actively manage the call arrival distribution Abandon rates/times, TSF Calls per hour (OE and CS) - reduction of variance (RoV) Average handle time (OE and CS) - RoV Return rate (by channel and individual rep) Team performance measures? - Order-taking Channels by % – mail, phone, web Capacity – expected growth by channel OE system § Navigation § CC authorization (real-time?) § Complementary sales? Merch/Inv support? § Alternatives for out of stock items? Merch/Inv support? § Liquidation (“weekly specials”) § Availability/accessibility of frequently used information/resources § Order number available real time? Training/orientation Monitoring and feedback (OE and CS) Customer history access? (CRM) - Customer Service Training Call breakout by category Problem/complaint tracking Problem resolution/prevention (learning organization?) Turnaround time Open orders management Customer feedback Customer history documentation and access (CRM)
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