Contact Centres: Which Model Works Best? Jo Wenborne Dorset Registration Service Manager

Contact Centres: Which Model Works Best? Some Dorset Statistics: 2542 square km 404,800 population 11 Offices (most part-time) 76 posts

Contact Centres: Which Model Works Best? Development of Traditional Management Thinking Taylor Increased productivity Separation of decision making from the work Ford Mass Production, economies of scale, lowest unit cost Sloan Financial Control and provision of management information

Contact Centres: Which Model Works Best? Characteristics of Traditional Management Top down hierarchy Functional specialisms Decision making by managers Use of measures of budget, activity, productivity Workers do the work

Contact Centres: Which Model Works Best? Customer Demand Value demand = calls that we want, things customer’s want or are of value to them Failure demand = calls that we don’t want, caused by failure to do something or not do something right for the customer

Contact Centres: Which Model Works Best? Customer shape System Shape Customer Experience  

Contact Centres: Which Model Works Best? The Dorset model Perspective: Outside – In Redesign based on customer demand & what matters Absorbed the variety of customer demand Experts at first point of contact – we ‘smartened up’ Removed ‘waste’ customer steps from our workflow Removed ‘functions’ and encouraged single flow of work Integrated decision making with the workers Introduced ‘value’ and ‘capability’ measures

Contact Centres: Which Model Works Best? Is it time for you to change your thinking? For more information visit: www.systemsthinking.co.uk