Call Center Operation: Design, Operation, and Maintenance - page 65

Index

A

A. C. Nielsen Co., 83

Abandoned calls, 102, 108-110

Aberdeen Research, 116

Accessibility, 100. See also Service level

Access products, 30

ACD. See Automatic call distribution

ACDs. See Automatic call distributors

Active loyalty, 278

Adherence, workforce management cycle and, 79

Advisory tones, 267

Adizes, Ichak, 61

Agent, 267. See also Customer service representative

"Agent empowerment," 193

Alarm notification feature, 193

Alarm system, as terminal device, 29

Alert platform, 230-231

Analog, 267

Analog trunk card, 36

Analytical CRM, 278

ANI. See Automatic number identification

Answering supervision, 267

API. See Applications programming interface

Application layer, 41-42

Applications programming interface (API), 24, 34, 268

Applications service provider (ASP), 268

Apropos Intelligent Call Distribution (ICD), 195

Apropos Interaction Vault (TM), 196

Apropos Multi-Channel Interaction Management Suite, 195

Apropos Multimedia Interaction Management solution, 169, 171, 172, 174, 177, 180, 183, 190-191, 193

Area code allocation, 268

ASA. See Average speed of answer

ASP. See Applications service provider

Aspect ACD, 175

Association, 278

Asynchronous transfer mode (ATM), 25

Attrition, 279

Automated attendant, 36-37, 268

Automatic call distribution (ACD), 45-53, 268

alternative call delivery methods and, 48-49

Aspect system, 175

as core technology, 7

functions and features, 47-48

managing information with, 45-46

networking, 51-52

new challenges for, 48

open systems products, 53

overflow, 267

rules of thumb for, 50-51

service level and, 104-105

skills-based routing, 49

small, requirements for, 50

stand-alone, 47

switching and routing systems, 52-53

types of, 46-47

Automatic call distributors (ACDs), 41

Automatic number identification (ANI), 29, 267

Automobile manufacturer, CRM gains for, 222

Avaya

Proactive Contact Management, 184

Self-Service Solutions, 184

Average speed of answer (ASA), 101-102, 268

Axtel, 167

Index

B

Bandwidth, of trunk interfaces, 31

Bargain Network, 187–188

Basic rate interface, 268

Bell Canada, 186

Bell Contact Centre Solutions, 144

Benchmarking

competitive, 109–110

Purdue study, 62–63

service goals, 112

Bibliography, 283–285

Blue Pumpkin software, 188–189, 191, 197

Borders Group, 188–189

Browser-based interface, 197

Browser-based publishing tools, 86

B2B communications companies, CRM gains for, 222

Budget

for building call center, 5

call center management and, 91–92

finalizing, 11

Business drivers, 279

Business-focused CRM, 241–242

Business sectors, CRM gains for different, 222

Index

C

Call accounting, 268

Call blockage, 103

Call center

benefits of, 3

building internal, 5

communicating with, 46

communication channels, 8

CTI in, 34–38

customer inputs to multimedia, 107

defined, ix, 268

distributed, 92

employee environment, 112–115

fully automated, 35

incoming. See Incoming call center

integrated, 8–9

integrating customer data and, 59

linking multisite, 49

location and size of, 6

location clustering, 63

managing. See Call center management

measuring and monitoring performance, 8

overview, 1–5

requirements, 5–9

role in CRM strategies, 240–243

software tools for, 2–3

staffing and training, 7–8

technologies, 6–7

10-point development process, 10–11

typical infrastructure, 62

use of term, 96

vendor solutions, 9

websites, 8

See also Contact center; Customer interaction center

Call center management, 61–135

budgets and, 91–92

challenge of, 62–63

characteristics of best-managed centers, 87–94

disaster and contingency planning, 119–124

future of, 94

incoming call center, 94–98

key statistics for, 91

outsourcing, 124–135

overview, 61

productivity guidelines, 64–87

role in corporation, 98–99

service level and, 99–100

staff costs, 63

workforce optimization, 110–118

Call center managers. See Managers

Call Center Monitoring Study II Final Report, 83

Call center staff. See Customer service representatives; Employees; Staff

Call control, 269

as basic CTI service, 31–33

capabilities of, 27

first-party, 32

third-party, 32–33, 50

Call duration, 84

Caller ID, 269

Caller preview function, 181, 193

Call forwarding, 33

Call-handling guidelines, 143–144

Calling line identification (CLID), 180

Call load

forecasting, 95

patterns, 88–89

"Call-me" button, 19, 53, 56

Call processing, 27–29, 269

applications, 30–31

defined, 30

software, 30

Call volume, managing high, 191

Campaign management, 279

Canada

Group Telecom in, 169

Oxford Properties Group, 185–187

service level regulation in, 107

Toronto Community Housing corporation (TCHC), 179

Canadian Radio and Telecommunications Commission (CRTC), 107

Carriers, 128

future as outsourcers, 133

value-added services from, 130–131

See also Telephone companies

Case studies, communications

Axtel, 167

CLEAR Communications, 167–168

diAX, 168–169

Group Telecom, 169–170

GTE Telecommunications Services, 170–171

Nokia, 171–172

Case studies, energy, PPL EnergyPlus West, 173

Case studies, financial services, 174–175

The Depository Trust Company (DTC), 174–175

Liberty Funds Group, 175–176

MetLife Investors Group, 176–177

Nordea, Merita Bank, 178

PNC Bank, 178–179

Case studies, government, Toronto Community Housing Corporation (TCHC), 179–181

Case studies, health care

Delta Dental Plan of Kentucky, 182–183

Philips Oral Healthcare, 183–184

University of Alabama Health Services Foundation, P.C., 184–185

Case studies, real estate, Oxford Properties Group, 185–187

Case studies, retail

Bargain Network, 187–188

Borders Group, 188–189

HSN (Home Shopping Network), 189–190

Case studies, technology

Crystal Decisions, 192–194

Primavera Systems, 194–197

SGI (Silicon Graphics, Inc.), 191–192

3COM Corporation, 190–191

Case studies, travel, Thomas Cook Direct, 197–198

Categorical knowledge, 116

Central office (CO), 27, 269

Centrex, 269

Channel management, 279

Channel parity, 177

Chief customer officer (CCO), 279

Churn, 279

Circuit switching, 269

CLASS. See Custom local area signaling service

CLEAR Communications, 167–168

Client/server architecture, 3, 16–18, 269

CTI implementation and, 38–39

flexibility with, 43

Clustering, 279

CO. See Central office

Coaching

guidelines, 161

workshops on, 159–161

CODEC (code and decode), 31, 269

Coleman, Richard, 111

Coleman Consulting Group, 111

Collaborative CRM, 279

Collaborative planning process, 88–89

Collections

problem, at UAB Health Services Foundation, 184

workshop on, 150–152

Communication, with call contact center, 46

Communication channels, 8, 10

Internet as low-cost, 55

Communications

customer premise equipment (CPE), 29–30

network structures and, 26–30

public network model, 27–29

Communications companies

case studies about, 167–172

CRM gains for, 222

Communications environment

call control and, 20–21

standards for CTI, 19–20

switch-to-host integration, 21

voice response, 21

Communications protocol, 25

Competition, benchmarking abandonment levels of, 109–110

Competitive advantage, sustainable, 212

Computer environment, 16–18

client/server computing, 18. See also Client/server architecture

mainframe, 17–18

Computer telephony, 2. See also Computer telephony integration

Computer telephony integration (CTI), 14–25

application layer, 41–42

applications, 22

basic services, 31–34

benefits of, 23

in call center, 34–38

call center applications, 24

call control, 31–33

client/server architecture, 3

communications environment, 19–22

component selection and integration, 40–41

computer environment, 16–18

as core technology, 7

defined, x, 20, 270

evolution of, 15–16

fax processing, 37

feature activation, 33–34

fully automated call center, 35

impact of, 2

implementation guidelines, 38–45

integration of, 22–23

interactive voice response, 37

media conversion, 37

middleware, 41

open architecture, 15

open systems and standards, 34–35

optical character recognition (OCR), 38

productivity and, 24–25

project checklist, 39–40, 42–45

servers, network structures and, 25–31

speech recognition, 37

switch links and PBX, 35

telecom servers, 36

text-to-speech technology, 37

voice processing, 36–37

Conditional transaction routing, 269

Conditioning, 280

Conference bridge, 31

Consulting services, 42

Contact center

defined, 269–270

virtual, 71–72, 178, 191

See also Call center; Customer interaction center

Contact management software, 224

Contention, 270

Contingency planning

defined, 123

See also Disaster and contingency planning

Controllable turnover, 114

Conversion technology, selecting, 83

Corporate culture

defined, 280

instituting changes in, 222

support from, 88

Corporate functions

customer interactions and, 204

integrating customer knowledge with, 206

Costs

calculating, for incoming call center, 96

call duration and, 83

customer satisfaction and, 84

e-mail, 75

long-distance, 129

overstaffing, 188

service level and, 106

unsatisfied e-mail customer and, 73

of workforce management, 65

Cradle-to-grave reporting, 175, 193

Credit card issuers, CRM gains for, 222

CRM. See Customer relationship management

CRM strategies

applying, 225–227

call/contact center and, 240–243

customer behavior patterns and, 225

individual customer experiences and, 225–226

CSRs. See Customer service representatives

CSR workshops, 144–152

collections calls, 150–152

excellence in customer service, 145–147

help desk, 150

listening skills, 147–148

sales skills, 147–148

CTI. See Computers and telephone integration

Culture

call center, workforce management and, 65

corporate. See Corporate culture

Customer behavior patterns, 225

Customer-centric focus, 207, 210–211

Customer contacts, managing, 223

Customer contact software, 206

Customer database, 23

Customer experience, customer relationship management and, 228

Customer feedback, flowchart, 209

Customer information

accessing detailed, 215

integrating, 210–211

privacy of, 228

sources of, 203, 224

Customer interaction

corporate functions and, 204

maximizing value of, 213

Customer interaction center

defined, ix

See also Call center; Contact center

Customer interface, 280

Customer knowledge

integrating corporate functions with, 206

managing, 223

through CRM, 209–211

transforming to customer value, 213

Customer loyalty, 112

active loyalty, 278

customer relationship management and, 239

employee environment and, 116–117

Customer premise equipment (CPE), 29–30, 34, 270

Customer relationship management (CRM), 39, 199–243

advanced WFM to support, 67–68

alert/response applications, 230–233

analytical, 278

analytics model, 236–228

architecture, 279

business-focused, 241–242

business tools for, 206–214

checklist, 239–240

collaborative, 279

components of infrastructure, 224

customer-centric focus and, 211–214

customer experience and, 238

customer focus and, 217

customer information management strategies, 204–206

customer input to, 229–233

customer knowledge through, 209–211

defined, 279

electronic, 280–281

employee environment and, 113

exact transaction analysis, 227

integrating with existing systems, 230–231

integration with other functions, 202–203

issues and tactics, 226–229

IT-focused, 241

as long term, 201–202

new marketing paradigm and, 207

one-to-one, 217

operational, 281

planning, 201

planning phase, 214–217

privacy and, 228

program management, 233–236

rationale and methodology, 200–204

rationale for, 228–229

relationship technologies, 227–228

strategies. See CRM strategy; 12-stage CRM strategy

success factors, 243

support mechanisms, 240–242

technology and, 201, 205–214, 216–217

"test and learn" process, 222

value to business, 236–240

workshops, 226

Customer relationship management (CRM) database, 193

Customer relationships

developing long-term, 208

outsourcing and, 125

Customer retention, 280

Customers

as company's focus, 23

consistent view of, 177

daily relationship with, 4

e-mail, unsatisfied, 73

expectations of, quality and, 88

experience of, workforce optimization and, 112

guidelines for meeting needs of, 162

individual experiences, 225–226

input to CRM, 229–233

inputs to multimedia call/contact center, 107

interactions with, data sources and, 57

multidimensional contact with, 54

Customer satisfaction, call duration and, 83

Customer service

effects of improving, 167

enhancing, 205, 208

staffing and, 111–112

Customer service representatives (CSRs)

advanced training, 153–154

availability of, 55

call volume and, 85

changing the priorities of, 182

competencies of, 73

CTI training for, 44

in early call centers, 3

empowering, 77, 113–114

evaluation criteria for, 44

as key to success, 87

monitoring systems and, 81–82

recognition of, 113–114

selection criteria for, 142

skills experience levels, 111

training, 7, 11, 113–114, 143–144

transition to supervisor, 138

workforce management system and, 65

workshops for. See CSR workshops

Customer touch points, 208

Customer value

growing, 223

transforming customer knowledge into, 213

Custom local area signaling service (CLASS), 270