1. Call Center Basics An Introduction to Who we are and How we Work? Yousef Farraj

2. What is call Center Management ? …the art of having the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality.

3. Things All Call Centers Must Do Align to corporate mission and strategy Demonstrate value to organization Understand key performance indicators Support Critical Functions: Workforce management Quality monitoring and coaching Training – initial and recurrent

4. Agenda Small Call Center Challenges Overview of the demands and limitations small call centers encounter Key Performance Indicators Key terms associated with proper management and staffing

5. Agenda CMS (Call Management System) Tracks information using real-time and historical reports. Forecasting An introduction to how we utilize the past to predict the future

6. Small Call Center Challenges Short staffing by only one or two agents can wreak havoc with the operation Forecasting variances are also very significant Agent occupancy* must be lower in small call centers in order to meet your service level goals *Occupancy-Percentage of time agents spend handling calls vs. waiting for calls to arrive.

7. Small Call Center Challenges Coordination difficulties of managing off phone workload in addition to the inbound calls Resources and options are limited- management must wear many hats

8. Workforce Management Functions Forecasting Budgeting/Staffing Models Scheduling Real-time Management Reporting

9. Planning… Forecast Agent Availability Presence – sick, vacation, etc. Utilization – training, coaching, meetings, etc. Random – occupancy, schedule adherence Forecast the workload Call volumes, AHT (Average Handle Time) by queue, fax volumes and all other workload related factors.

10. How do we measure up? Phone referrals make up over 25% of total referrals* All phone calls are just as important! Wide-ranging calls that come through our phone system are just as important Our phones help boost our faxes! *Average of total referrals over the last 4 months

11. Key Performance Indicators Service Level – X% of calls answered in Y seconds Dept Goal: 80% in 30 seconds or less. Average Speed of Answer – Average delay of all calls including those that receive and immediate answer Dept Goal: >30 Seconds Abandon Calls – Caller hangs up before reaching an agent Dept standard: Omit all abandon calls >30 seconds old Average Handle Time – Average talk time + After call work time Dept standard: 6 min (set to change in the future)

12. Key Performance Indicators Telephone Occupancy – Percentage of time agents spend handling calls vs. waiting for calls to arrive. Dept Standard: 80% occupancy Adherence - How closely an agent adheres to their schedule IOT (Indirect Occupied Time) – Shrinkage, Un-accounted for non work related activities RONA - Redirect on No Answer. Agent was available, call was missed, call gets placed back in queue and agent is automatically placed in “AUX default mode”

13. Call Management System (CMS) What can CMS do for you? Produce Real-time Status reports informs a manager what an agent is doing and how long they have been doing it for Various agent and group reports Volume, talk time, login/logout, ACW, AHT, etc.

14. How does a caller reach an agent? ACD – Automatic Call Distribution. Calls that are answered by and agent (not abandoned) are referred to as “ACD calls” Call assigned to Skill/Queue Call connects to system Call is sent to agent with the highest skill level who has been avail the longest (on hook and in-service) Answered Not Answered RONA

15. Real Time CMS Refreshed every 30 minute interval

16. Historical Reports CMS Abandon Rate = Aban Calls/ACD Calls + Aban Calls 3/58+3 = 3/61 =.049 x 100 = 4.9% Abandon Rate Goal: <2%

17. Historical Reports CMS Talk time After Call work time -Daily Attendance and workload -Can Also be broken down into 30 min intervals, weekly, monthly Extn in/out Time Avail Calls Answered

18. Historical Reports CMS Login/Logout report Assists in promoting adherence, tracking overtime, etc. Can be pulled any day for any employee

19. Talking Numbers… How many calls does one agent handle Daily? * MD hotline: 18 General Intake: 32 Weekend: 16 *Call volume is average of data gathered in each skill.

20. Talking Numbers… How many calls does one agent handle Monthly? * MD hotline: 414 General Intake: 672 Weekend: 128 *Call volume is average of data gathered in each skill.

21. Auxiliary Work Codes 1- Break 2- Lunch 3- Meeting 4- Follow-up 5- Clerical/fax (Fax CSR’s only) 7- Triage (nursing staff only) 8- Fax room (fax room staff only) 9- Training After Call Work Mode

22. Forecasting

23. Staffing models are critical for: Providing a basis for the call center budget Developing recruiting and hiring plans Planning for monthly staff utilization (vacation, training, overtime, etc.) Facility planning – when will call center outgrow existing space? Technology planning – technology upgrades, self service channel options, IT support planning, etc.

24. Forecasting Erlang C

25. Forecasting An accurate staffing model must have a balance between workload and agents staffed to meet the service level that is expected Workload Staffing Service Level

26. Future Call Center training! Lets set the foundation for a new standard of call center! Motivation through example Utilizing the tools we learned Maximizing performance

27. Q & A / Handouts