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CARE – Enhanced Routing

CARE – Enhanced Routing. Business Transformation Group Chris Columbia October 19, 2007. The purpose of this initiative is to:.

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CARE – Enhanced Routing

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  1. CARE – Enhanced Routing Business Transformation Group Chris Columbia October 19, 2007

  2. The purpose of this initiative is to: • Match the right customer, based on their issue, to the right CSR, based on their skill set. In order to reduce AHT, increase FCR and NPS and provide the CSR an opportunity to service to sell. • Underlying business purpose is to: • Provide tier two support to resolve customers issues • Prioritize calls in queue • Gain insight into KPI metrics by call segment

  3. ? VRU Current call routing process is capable of: Calls Calls Calls Limited insight into type of call and skills required.

  4. ! Future call routing process will be capable of: Sr. CSR Escalations Calls VRU Calls CSR Level II Calls Assist Queue CSR Level I Delivering predictable call segments to the CSR’s with the appropriate skill set to provide efficient service

  5. Future call routing process will be capable of: • Report • AHT by Segment • Real Estate 401 • ICC 203 • True Collect 188 • EZ Pay 267 Reporting KPI by: (AHT – FCR – NPS – ABA) Call Segment: ICC Real Estate EZ Pay MortgageServ Etc. Associate Level Level I, II and SR. • Report • FCR by Segment • Real Estate 88% • ICC 79% • True Collect 87% • EZ Pay 87% • Report: • Call Prioritization • Real Estate #1 • ICC #2 • True Collects #3 Delivering reporting that will drive business decisions

  6. The operational impact of improving call routing will be: Change focus from impacting averages to strategic impact to segments of the call volume

  7. The financial impact of improving call routing will be: 300% decrease in AHT for “complex” calls 30% increase capacity by level I CSR 20% Increase in FCR 20% increase in “service to sell” opportunity . . . will enable 15% (4) reduction in Phone FTE 20% (20,000) increase in leads . . . which will result in $200,000 reduction in phone annual FTE cost $6,000,000 increase in annual sales

  8. The roadmap that will help us get to future capabilities: Generation II • VRU overhaul • Full Call Segmentation • Account “look-up” Segment • High Sales Segment • Global Assist Queue • Virtual Site configuration • Automated reporting by: • Call Segment • CSR Level • Rep Level. Generation I • Minimal VRU changes • 5 Key Call Types Segmented • Start of Call Prioritization (RE) • Associates Levels Established • Local Assist Queue • Chesapeake only * • Reporting Enhancements (Q4 2007) (Q1 2008) (Q2 2008) (Q3 2008)

  9. Today we are here on the roadmap: • Local Assist Queue • Reporting Enhancements • Associates Levels Established • Minimal VRU changes • 5 Key Call Types Segmented • Start of Call Prioritization (RE) • Chesapeake only * Partially there Risk October November December January

  10. Generation I Segment Volume A L L C A L L S Branch 40,000 Spanish 2,000 MortgageServ 3,000 EZ Pays (Complex) 2,500 ICC 2,000 True Collects 4,000 Real Estate (Other) 40,000 Other 30,000 Generation I will provide both Proof of concept.

  11. Assist Queue Escalations FCR Senior Assoc Assoc Level 2 Branch CIT/ Br Req. True Collects Assoc Level 1 Calls are disposition in one of four ways…

  12. Advantage: Reporting will be enhanced to give insight into FCR, AHT, Esc, CIT / Branch Req. by call segment AHT FCR Esc Br Req. Branch Spanish MortgageServ EZ Pays (Complex) ICC True Collects Real Estate (Other) Other

  13. Primary Secondary Tertiary Senior Level True Collects Assoc Level 2 Branch Assoc Level 1 Each Call Segment is given a routing priority scheme

  14. Assoc Level 1 Assoc Level 2 Senior Level

  15. We face the following challenges in this journey: • Culture • Resistance to customer differentiation • “Make do” mentality with current technology • Technology • Limited Resources (VRU) • Customer Services has been ignored • Organization • In state of transition with offshore vendors • Competing for resources with other projects • Financial • Focus on cost reduction • “What can we do if we don’t spend any money”

  16. Immediate next steps in this initiative are: • Complete Associate description and performance level expectation on KPI metric for each Level. • Finalize initial routing strategy and priority rankings for each call segment • Present final plan to Marty and DM in full detail.

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