Wood Associates Corporation+1 303-471-1081 Wood Associates Proprietary November 2004 Trust, Talent and Teamwork--Always! 1 Command Centre Three Examples.

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Presentation transcript:

Wood Associates Corporation Wood Associates Proprietary November 2004 Trust, Talent and Teamwork--Always! 1 Command Centre Three Examples of World-Class OK, maybe two…

Wood Associates Corporation Wood Associates Proprietary November 2004 Trust, Talent and Teamwork--Always! 2 The Operations Support Centre (OSC) Bank Industry –Workforce Management Intraday Changes Daily reporting target versus actual –System Support Telephony Desktop System Performance –Reporting Support Supervisory Agent (web enabled) –Training Support Call Centre Size500 Agents (Single Floor) OSC LocationCentral to Agents Staffing Hours14 hours Staff Headcount7 static 12 rotational

Wood Associates Corporation Wood Associates Proprietary November 2004 Trust, Talent and Teamwork--Always! 3 Associate Support Centre (ASC) Telecommunications –Workforce Management Manage Intraday Changes in Workforce (Real time) Weekly Trend Predictions / Training / Meetings –System Support Telephony Desktop System Performance –Associate Support Empowered Escalations Desktop / Tools Support Customer- Customer Satisfaction Profitability- Expense Control Associate- Empowerment Daily Report Call Centre Size750 Agents (Four Floors) OSC LocationCentral to Agents on First Floor, largest team Staffing Hours2 hours before peak hours to 2 hours after peak Staff Headcount6 Rotational

Wood Associates Corporation Wood Associates Proprietary November 2004 Trust, Talent and Teamwork--Always! 4 NOT the Command Centre (NCC) Any Industry –Constructed Reports for Upper Management –System Excuses Don’t know Only happening to you User error –User Case Study: “The Pit” Manual Call Processing “I caught you” You know when the phone’s going to ring… –Training Support What’s That?! Call Centre Size1200 Agents 2 buildings, 3 floors OSC LocationNext to call centre managers office Staffing Hours14 hours Staff Headcount2 appointed