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Tom Miller Director, Corporate Response Centers FileNet Corporation

Tom Miller Director, Corporate Response Centers FileNet Corporation. Support Center Practices. Using Customer Satisfaction and Performance Metrics for Staff/Management Evaluation and Compensation. Key Performance Metrics. Call Metrics Hold times / % within target maximum time

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Tom Miller Director, Corporate Response Centers FileNet Corporation

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  1. Tom MillerDirector, Corporate Response CentersFileNet Corporation

  2. Support Center Practices Using Customer SatisfactionandPerformance Metricsfor Staff/ManagementEvaluationand Compensation

  3. Key Performance Metrics • Call Metrics • Hold times / % within target maximum time • Call back times / % within target maximum time • Case Metrics • Closed initial contact • % closed within target times (by priority) • Case status targets • Knowledge Management • Quantity • Quality • Type / Usefulness

  4. Performance Metric Samples • Call Metrics • 95% of the incoming calls answered in less than 2 minutes • 80% of the call backs completed within 2 hours • Case Metrics • 40% of all cases closed on initial contact • 50% of Priority 1 cases closed on initial contact • Knowledge Management • Each SE will create at least 2 knowledgebase articles per month • At least 75% of the knowledgebase articles will be customer-facing

  5. Customer Satisfaction • Overall Satisfaction • Response • Resolution • Speed of resolution • Quality of resolution • Timely Status

  6. Customer Satisfaction Examples • Overall Satisfaction • Overall customer satisfaction gap score < 1.2 • Site visit customer satisfaction gap score < 1.2 • Response • > 80% of customers give a “top box” score for case responsiveness • Resolution • Customer satisfaction with resolution gap score < 1.6 • Timely Status • > 75% of customers give a “top box” score for case status

  7. Evaluation • Annual Performance Reviews • Group Performance Reviews • Management Objectives

  8. Evaluation Examples • Annual Performance Reviews • By 6/30/03 create at least 12 resolutions with at least 9 approved for customer distribution • Have an average customer satisfaction rating of at least 7.0 for overall case satisfaction • Group Performance Reviews • Complete 80% of callbacks within 2 hours • Reduce number of executive escalations by x% • Management Objectives (MBOs) • Complete at least 4 TOIs for first level support staff • Complete 25% of key SCP improvement suggestions

  9. Compensation • Merit Increases • Bonuses • Awards

  10. Compensation Examples • Merit Increases • Factors in % increases • Objective measures for subjective decisions • Bonuses • Quarterly, Semi-annually, or Annually • % of salary or flat amount • Awards • Levels based on type of achievement • Best when combined with recognition

  11. Aligning with Corporate Goals • Increasing revenue • Increasing support revenue • Expanding support offerings • Lowering costs • Slowing hiring with increasing workload • Reducing cost per case • Special projects • Complete a project under budget or early • Create a customer value differentiator

  12. Corporate Goal Examples • Increasing revenue • Increase gross margin from x% to y% • Add Technical Account Management program to generate at least $x revenue • Lowering costs • Increase support staffing at a rate of 80% of call & case increases • Reducing cost per case by 10% • Special projects • Complete knowledge management project by x date • Complete SCP certification to help differentiate us from our competitors

  13. Comments & Questions? • Followup comments to:tmiller@filenet.com

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