|Register Now For All 4
Session 1: August 30th 1:00PM EST
Answering Senior Management's What-If Questions Before They Ask
It's the start of Budget Season, and your company has just engaged a high-powered consultant to address a variety of operational and financial what-if questions. That consultant can be you! The key to being viewed as a valued consultant and advisor is to provide analyses, conclusions, and recommendations to senior management before executives ask the questions. In this seminar, you’ll learn about some of the proactive analyses you should perform and see some sample analyses on the following what-if questions.
How would staffing levels, service, and cost/call be affected by a 5% overall budget cut?
What is the best staffing plan to accommodate a marketing campaign that will add 10% additional calls for 2 weeks?
What is the impact of an additional 30 seconds of handle time as a result of a new CRM initiative?
If schedule adherence could be improved by 1% overall, how much money could be saved to apply to a new schedule adherence reward initiative program?
What would be the impact of scheduling two additional hours for training for each agent over the next 3 weeks in order to improve sales conversion by x% or decrease handle time by y seconds?
Session 2: Sept. 13th 1:00PM EST
Long-Term Planning by Facts: Avoiding the Dangers of Educated Guesses
Welcome to Budgeting Season, everyone! During this time of year, every call center focuses on a long-term plan that addresses customer access strategies, technology applications, personnel issues, and call center processes. Developing these strategies and the tactics to make them happen successfully is critical to the success of the business, yet many organizations base many far-reaching decisions on educated guesses and inaccurate what-if analysis. This session will provide an enlightened look at some of today’s most pressing issues and trends and how a defensible long-term decision can be made from factual analysis and simulation. Sample questions to be addressed in the seminar include:
Should you handle calls internally or outsource some or all calls?
Should you hire additional staff or pay overtime?
Policies and Goals
What should our service level goal be based on abandon rate or profitability?
What is the optimal AHT range to maximize quality and sales, yet minimize cost?
What effect would unionization have on our staffing needs and costs?
What level of schedule flexibility would be needed to balance staffing and turnover costs?
What would the impact be on staffing level and cost to add new desktop application?
What would impact on staffing be when speech recognition application is added for customers?
Session 3: Sept. 28th 1:00PM EST
Know Your Network: Essential Planning and Operational Questions for Multi-Site Operations
Organizations that handle customer contacts via multiple call centers have many critical operational decisions to make. From a workforce management perspective, it should be decided if forecasting, scheduling, and daily tracking of performance will be done from a single site or from each individual site. Likewise, there are many questions to answer about how calls will be routed in order to maximize the efficiency and effectiveness of all sites. This session will address some of these planning and what-if questions, including the following:
How many sites should you have? Would fewer sites or more sites be better than today’s structure?
How can routing be maximized to take advantage of special characteristics of a particular site, such as unique skills, high sales conversion, lower AHT, differing cost structures, etc?
What are the ideal hours of operation for each site based on time zones and call distribution patterns?
Session 4: Oct. 12 1:00PM EST
Calling Call Center Outsourcers: Creating an Outsourcing Bid with Confidence
(Session specially designed for and marketed to outsourcers)
You’ve just received a Request for Proposal to provide a bid for providing outsourced services to a growing company. Most outsourcers at this point use spreadsheets to analyze and price various staffing scenarios and provide a proposal to the prospective customer. However, one wrong assumption or calculation and you may have seriously over-priced the proposal and lost the bid, or won the business with an under-bid price that will ultimately cost your business money. This session will lead you through some of the steps to evaluate a new staffing project, including what questions to ask and how to perform an accurate analysis to provide a bid that ensures profitability for your company while remaining competitive. Sample questions include:
Should we provide dedicated or shared staff?
What are the cost differences to include in the bid options?
How many shared staff will need to be scheduled in order to meet needs of multiple campaigns with different handle times, call distributions, and speed-of-answer goals?
What is the best pricing model to use to maximize profit?
What is a reasonable risk/reward pricing model?
President, Bay Bridge Decision Technologies
Ric Kosiba is one of the founders of Bay Bridge Decision Technologies and serves as its President. He leads the development of the company’s
simulation and optimization technologies and is an expert in the field of call
center management and modeling, collections and call center strategy optimization
(where he holds a patent), and the optimization of large-scale operational processes.
Tracey E. Schelmetic|
Editorial Director, Customer Inter@ction Solutions magazine, Dot Commentary
Tracey E. Schelmetic, Editorial Director of Customer Inter@ction Solutions magazine, has been with TMC since 1998. In addition to her editorial duties for the magazine, Tracey contributes an
e-business column to TMCnet, Dot Commentary, and Customer Inter@ction Solutions final page column, Last Call. Tracey frequently speaks at trade shows and industry events. She is
the MVP Quality awards judge, the keeper of the Top 50 Teleservices Agencies Rankings and the chief editor of the CRM Excellence Awards.