Tom Miller Director, Corporate Response Centers FileNet Corporation

Support Center Practices Customer Satisfaction Performance Metrics Evaluation Compensation Using Customer Satisfaction and Performance Metrics for Staff/Management Evaluation and Compensation

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

Call Metrics 95% of the incoming calls answered in less than 2 minutes 80% of the call backs completed within 2 hours Performance Metric Samples 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

Overall Satisfaction Customer Satisfaction Response Resolution Speed of resolution Quality of resolution Timely Status

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

Annual Performance Reviews Evaluation Group Performance Reviews Management Objectives

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 Evaluation Examples 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

Merit Increases Bonuses Awards Compensation

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

Increasing revenue Increasing support revenue Expanding support offerings Aligning with Corporate Goals 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

Increasing revenue Increase gross margin from x% to y% Add Technical Account Management program to generate at least $x revenue Corporate Goal Examples 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

Comments & Questions? Followup comments to: