Quality Standards Security Skills Staffing

Valuable and Solid piece of work An Independent Review Framework for Best Practice An Improvement Tool Commonly Agreed Processes Valuable and Solid piece of work

How a contact centre should not work 50%-60% staff turnover Mandatory over-time Abandoned calls the norm 65 evaluation form questions Absolutes and micromanaging No customer understanding No employee input Packed in like factory chickens

A History of Innovation 5 5 A History of Innovation BSI pioneered the development of assessable management system standards for: 1979 Quality Management BS 5750 → ISO 9001 1992 Environmental Management BS 7750 → ISO 14001 1995 Information Security BS 7799 → ISO 27001 1996 Occupational Health & Safety BS 8800 → BS OHSAS 18001 2000 Customer Satisfaction BS 8600 → ISO 10002 2002 IT Service Management BS 15000 → ISO 20000 2006 Integrated Management PAS 99 2007 Business Continuity Management PAS 56 → BS 25999 We need to position bs 25999 in with other management system standards. Some you wil know well, others will be unfamilia From a BS to an ISO. 5 5

What is a standard? An agreed, repeatable way of doing things 6 What is a standard? An agreed, repeatable way of doing things A full consensus of all interested parties, so not imposed Voluntary Best practice not general practice, thus aspirational Updated on a regular cycle ©Ultima Business Solutions 2004 Session 1 Version 2.0c 6 6

Benefits of the CCA standard© Identification of gaps and weaknesses in processes Consistency of approach across multi-site operations Improved customer service Recognition as a centre of excellence Improved staff retention Continual improvement

Who is it relevant to? Relevant to contact centres of all sizes, both new and mature and in both the private and public sector. The CCA standard can be implemented as a stand alone system or integrated with an existing ISO 9001 management system.

What about certification? 9 - Independent approval 9

1 2 3 4 Initial enquiry STEP Quotation provided STEP STEP 10 10 1 STEP Initial enquiry Contact us and the CCA, we will arrange the services that best suit your needs. 2 STEP Quotation provided An estimate of costs and timescales for formal assessment. 3 STEP Application submitted A formal application for certification. 4 STEP Julian, there will be a large number of our consultant partners in the audience tomorrow and I think you should mention them in your presentation. I suggest that when you run through the route to registration, when you get to the gap analysis you say something like: “at this stage or earlier you may wish to engage the services of an external consultant to help you implement a compliant BCMS. As a certification body, BSI can’t actually help you implement the processes that we will eventually audit but we do have our Associate Consultant Programme which is aimed at helping clients identify a selection of suitable consultants that can work with you.” Assessor appointed Your assigned Lead Assessor will be your principal contact throughout the process. 10 10 10

5 6 7 8 STEP Undertake optional pre-assessment STEP 11 11 5 STEP Undertake optional pre-assessment A gap analysis of your management system. 6 STEP Undertake full assessment A full on-site assessment takes place. 7 STEP Certification recomendation A report and recomendation is sent to the CCA. Your certificate is then issued. Continual assessment Annual surveillance visits ensure you continue to meet the requirements of the Standard. 8 STEP 11 11 11

The Basics - CCA Standard Third Party and Managed Relationships (Outsourcing) Section 1 – Governance Framework and Strategic Alliance Section 2 – Client and Customer Focus Section 3 – Performance and Operational Effectiveness Section 4 – Recruitment and Retention Strategies Section 5 – Learning and Development Section 6 – Legislation, regulation and policies affecting your operation

BSI will check..... Contact Centre Process Measurements - what , how, who Training and competence - who, what, HR function, Health and Safety Define the client relationship - who, what , why, where and when. Business model The hard business facts.

Quality Problems

Complaints Comments Training approved? In place? Well thought out? SLA's in place? Formal checks? Practical checks? Reports?

24+ Comments Complaints 4 8 8 Comments 4 4 8 Training approved? 4 8 8 Comments Training approved? In place? Well thought out? SLA's in place? Formal checks? Practical checks? Reports? 4 4 8 24+ Comments

Controls.......

Why is certification important? 22 Why is certification important? Public assurance that your business is 'Up to Standard' Reduces the overall burden of internal and external audits Clear business advantage Independent view of your operation 22

Start thinking about the CCA Standard - Now would be good. Julian Thrussell UK Product Manager Julian.thrussell@bsi-global.com