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

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

4. 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

5. 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

6. 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

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

8. 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

9. Contact Centres: Which Model Works Best?
Is it time for you to change your thinking?
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