Challenges in Managing BCH Call Centers Chantal Gagné General Manager –Workforce Management Shared Services Bell Canada July 24th 2004 Day after Day… My Olympic Challenge

July 24th Work Volume Forecast Performance against Industry Benchmark: Targets and Expectations Optimal Workforce Management Technology Implicit Challenges Day after Day … My Olympic challenge

July 24th Work Volume Forecast Growth inherent to an evolving telecommunication industry Impact of change in economic conditions Impact of advertising: especially with the “Vision of One” messages Impact of “ s elf-serve” applications: WEB and IVR Impact of more complex products Productivity initiatives

July 24th Performance against Industry Benchmark: T argets and Expectations Benchmark corresponding to our reality “Uniqueness” of each line of business Defining exceed expectation

July 24th Optimal Workforce Management Blend Environment Inbound and Outbound calls “Voice” contact and e- c ontact Balance between training costs for “Mass” agents & implementation of smaller specialized queues Schedules matching force to load while minimizing impact on employee work conditions (retention) Ratio and working conditions of part time resources and forecasted needs for flexibility

July 24th Technology Quick evolution of products offered to Call Center managers Evaluation of the quality of existing software (Scheduling and Call Routing systems) Process improvement to support/optimize implementation of technology Design a voice response system that reduces misdirected calls, increases “self-serve” options and satisfies customers

July 24th Implicit challenges Need to quickly take action Change management Recruitment of specialized resources that can take up intellectual challenges in a fast-pace business environment

July 24th Thank you!