How to Conduct a Call Center

Performance Audit: A to Z
A Guide to Self-Assessment

by
Dr. Jon Anton
Purdue University
Center for Customer-Driven Quality
and
Dru Phelps
BenchmarkPortal, Inc.

Content Editor
Dr. Natalie Petouhoff

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Business Navigation
Only two centuries ago, early explorers (adventurous business executives of those
bygone days) were guided primarily with a compass and celestial navigation using
reference points like the North Star. Todays busy executive also needs guidance
systems with just-in-time business intelligence to navigate through the challenges of
locating, recruiting, keeping, and growing profitable customers. The Anton Press
provides this navigational system through practical, how-to-do-it books for the
modern day business executive.

4th Edition, Copyright 2004 (08-Jul-04)

The Anton Press, Santa Maria, CA 93455
Used pursuant to license. All rights reserved
No part of this publication may be copied, scanned
or reproduced without the written permission of
The Anton Press, a division of BenchmarkPortal, Inc.,
3130 Skyway Drive, Suite 702, Santa Maria, CA 93455.
ISBN 0-9630464-6-2

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CHAPTER 2: CALL CENTER ISSUES VS. OPPORTUNITIES

Background
Few departments within companies have grown as quickly in the last few
yearsand become as expensiveas the call center function. Some studies show
that inbound calls from customers to companies have grown from a mere 11 million
in the mid 1980s to over 15 billion calls in 2000, with an estimate of doubling to 30
billion calls by 2005. Because of this wildfire growth, most companies have focused
primarily on just containing the phenomenon, i.e., adding people, telephone lines
and information technology, just to answer the callers questions and minimize
blocked and abandoned calls.
As call center costs have skyrocketed, so have the requests by management to
keep the costs down, but at the same time management wants to provide more
services to callers more efficiently. Better utilization of existing equipment and
people are often the short-term goal of the call center manager. But efficiencies are
only half the equation and, alone, can cause more damage than good in the long run.
Forces of Change and Resulting Demand for Better Call Centers
Competition is the biggest reason for the increase in demand for better call
centers that can handle calls more effectively.
Competition in virtually every industry is rapidly changing. In the last twentyfive years, global competitors have captured a dominant share of basic industries,
then moved to electronics, automobiles and banking (to name a few). Entrepreneurs
saw unfulfilled needs and filled them, stealing customers from muscle-bound giants.
The number of new business startups and outsourced service providers have soared
to provide multiple channels of contact, including Web, chat, and e-mail response.
As a result, companies can no longer afford to be unresponsive to customer
requests. If one company doesnt meet their needs, another one will. These are good
times for consumers. They really are The Boss now, and they are using their
newfound power of choice to demand the products they want, the way they want
them and when they want them. Listening to the customer has become key to
survival.
The resulting demand on business is customization. Customers demand a custom
fit. To gain an advantage, smart companies are using call centers to monitor
customer demands and continually develop new products, services, packaging and
delivery, based on unfulfilled customer needs.

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How To Conduct a Call Center Performance Audit: A to Z

Change Management: People, Process and Technology

New technologies accelerate both the capabilities and demands for change,
including faster communications, more detailed and timely information about
customers, and more precise measurements of cost and quality. However, the need
to optimize the triad of people/process/technology is necessary in order to maximize
the return on investment for implementing state-of-the-art technology and process.
Many times companies get caught up in buying the best technology available. They
find later that not only are the bells and whistles not being used, but also the basic
functionality of the system is not being fully utilized. A comprehensive change
management program is required to guide change in the workplace. More
information on this can be found in Appendix A: The Demand Generation Seminar,
and in Appendix B: Evaluating Readiness for Change and Conducting Client
Interviews.
A change management program looks at:

assessing the readiness and capability of the employees to change the way
they do their work

gaining management support to supply the needed training, in terms of

budget and schedule

creating a communication plan around the time line and the changes to the
technology and workflow processes

outlining the current processes that the technology supports and mapping the
process that new technology would create

creating an implementation plan and schedule to realistically transition

legacy systems to the new system and running the old systems in parallel for
a period of time to ensure seamless transition

creating a lessons-learned process so that once the new system is running,

improvements and updates can easily be made and employees can be trained
on the changes

What Works Now

Most industries are in a period of global over-capacity. As consumers vote with
their dollars, many companies are thrust into survival mode. This is especially true
of those who were successful under the old rules. They carry the baggage of what
used to work, even though it no longer does. They are in the habit of focusing on
internal issues, not the customer. They hold onto both a culture and processes based
on outdated models. In order to prosper, they must re-engineer and change the way
they do business, not only to be cost efficient, but market-driven and effective.
Thus, nimble companies are growing rapidly as a result of listening to customers
and serving their needs, often one customer or segment at a time. They grow by
allowing employees (a) the freedom to stay close to the customer, and (b) the ability
to quickly react to customer needs (empowerment). A pattern of success is emerging.
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Chapter 2: Call Center Issues vs. Opportunities

Also, fast-growing companies are often unburdened by the past. They are either
newer, start-up customer-care centersor they have in some way (a result of
acquisition, for example) taken a fresh approach to knowledge management through
call center information automation. Another growing area is that of the outsource
service provider, who manage the entire customer service transaction from a remote
location, at times from offshore sites. In all cases, the need for a call center
assessment remains crucial in the time of change.
Re-engineering the Call Center
The model for reengineering for optimization has most recently been directed
toward one of two objectives. Two of the latest keys to success are enhancing
customer focus or the use of information technology.
Until recently, however, know thy customer was usually easier said than done.
Computer technology just wasnt up to the job: the data existed but were too
voluminous, too widely scattered throughout the organization, and too inconsistently
recorded for effective use. But now with powerful workstations, client server
platforms, extensive networks, specialized software packages and extra-powerful
database engines, technology is no longer the problem.
The single most important thing a company can do is to understand the needs of
current and prospective customers by proper use of information readily available
through their call centers. The laggards will have to do it to survive. The leaders will
do it to become even more successful.
A well-implemented call center helps:

retain current customers and attract new ones

define and track what they value

define and meet customer-perceived quality standards

listen, then customize products and services

anticipate the next hot product as articulated by the callers

meet customer expectations by providing quick, accurate answers when

needed by the customer

maximize profits in the process

This sounds easy and, indeed, most companies will insist they are customerfocused, but those closest to the customer are the most successful. The good news for
consultants is that few companies adequately utilize all existing information
technology in their call centers, leaving a great deal of room for improvement.
The objective for improving the call center is often survival and/or growth. In any
case, being internally focused will no longer work. Due to cost pressures, more and

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How To Conduct a Call Center Performance Audit: A to Z

more customer contacts will come through call centers and other electronic
communications.
Information technology plays a very important role in addressing the call center
business process. For example:

The moderate cost and multi-function of information technology.

Telecommunication technology now makes it possible to track customer

preferences one at a time.

Web and Internet services expand to reconfigure traditional customer

information channels.

The ability to integrate telephone and computer technology (including

multimedia) provides new ways to support knowledge management
accessibility in order to provide a prompt and accurate reply.

Opportunity Exists
The ever-improving world of information/telecommunication technology
accelerates change. Change creates opportunity. The new rules for business success
allow nimble, customer-focused organizations to steal customers from existing
giants. This creates opportunity for those who can assist companies to improve their
call center through expert auditing and consulting and the efficient use of
technology.
The site assessment is an entry vehicle to a clients call center environment. It is
designed to document a call centers current use of information technology and
people, and pinpoint opportunities for improvement and/or re-engineering. Because
many call center functions grew in an unplanned manner, they are often struggling
simply to answer calls. They have neither formal process for improving their plight,
nor the vision for turning their call center into a high-tech and high-touch
competitive advantage.
The site assessment may uncover the need for the following:

expansion and upgrade of existing equipment

improvement in standards, procedures, and policies
quantifying and tracking customer service levels
business process mapping for efficient workflow
attracting, selecting and training quality staff
management and people skills training
a corporate culture change

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Chapter 2: Call Center Issues vs. Opportunities

Once the business issues are addressed, there are significant opportunities for
implementing and supporting information technology, including:

client/server computing applications from a customer point of view, as

opposed to existing internal (i.e., product) perspectives

computer telephone integration

relational database implementation

electronic distribution channels

multimedia and the Web-based catalog

imaging of product data and pictures

call-pathing of inbound numbers

Capitalizing on the Opportunity

Its easy to fall victim to old ways of thinking about customer contact; businesses
do it and so do vendors. In these exciting times for technologies (with rapid
advancements, increasing ease of use, and ever-improving price performance), those
who have lived with technology should avoid the temptation to lead with technology.
It may be trendy and alluring to discuss the latest chip, workstation, server or
digital technology, but it is not the optimal decision factor to select a significant
business initiative or solution.
To determine the value of growth or the cost of poor performance, conduct a full
benchmark audit to measure and prioritize critical opportunities. Select a sound,
tested survey to measure performance in operations, technology, human resources,
cost, facilities, knowledge management, and customer service. Examine not only how
to improve internal processes, but also run a peer-group comparison with at least 2030 competitors in your market. Purdue University research from the Center for
Customer-Driven Quality developed a benchmark methodology some years ago.
Currently, the survey and core findings from this datamart of best practices are
found at <www.BenchmarkPortal.com>. The custom peer-group reports that you will
obtain for your center are essential management tools that prioritize optimal areas
for change. See Appendix Z for the blueprint on Benchmarking.

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CHAPTER 9: COST/BENEFIT ANALYSIS,

OR RETURN ON INVESTMENT (ROI)
FOR CALL CENTER ENHANCEMENTS
Why Should You Perform a Cost/Benefit Analysis?
Call center improvement initiatives should provide measurable benefits for
customers, stakeholders, and shareholders alike. This is proven through improved
financial results. Discussion of relative financial measures do not come easy to many
call center managers. However, learning the language and performing the analysis
used by your CFO will help you to gain respect, access, and resources over time.
Defining ROI
Every chief executive officer has a fiduciary duty to maximize the return on
every dollar of capital available to the company. Therefore, with a limited supply of
capital for investments in process enhancements, every proposal for capital
expenditure must be accompanied by a complete financial analysis demonstrating
the expected return to the company of the proposed investment.
There are classically two ways to approach an ROI endeavor:
1. Cost reduction and/or cost avoidance
Direct costs are those expense items that can be directly attached to a
product or service offered by the company, and that can also be easily tracked
by the companys accounting system. Indirect costs are those less tangible
costs not as easily tracked by the accounting system and therefore often
lumped as overhead.
Focusing on direct costs is the most common approach to ROI calculation
and, is often used for call center information/telecommunication technology
investments. Some common, direct cost savings are:

increased productivity, which allows fewer agents to do more in less time

implementing information technology that replaces the agents function

altogether

reduced telephone costs due to less time in the wait-queue.

ROI calculations of this type are common, straightforward and will not be
discussed herein, even though we strongly recommend that they be used in
conjunction with the ROI calculation techniques discussed below.
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2. Profits from new revenues generated

This approach works well for some call center investments and focuses on the
simple concept that (a) certain enhancements in customer service will result
in retaining more customers, and that (b) retained customers will continue to
purchase from us and produce profits. Our example below will focus only on
this approach, since it is more subtle and less often taught in M.B.A. and
other business education programs.
Prepare yourself for some resistance and criticism in this category of
cost/benefit analysis, because some financial professionals find this approach
more difficult to accept, less tangible, more difficult to measure or hard to tie
directly into the project being considered.
3. A combination of savings and earnings
The combination of savings and earnings is nice, but one important design
rule in calculating ROIs is keep it simple for the audience to understand
and to believe.
By assisting your client in presenting a credible and well-documented ROI,
you are substantially increasing the probability that the company you are
consulting will actually implement your suggested call center enhancements.
Ultimately, hard-dollar ROI arguments are what sell new technology
investments. The approach that we are doing good things for our customers,
also known as soft money, frequently does not convince top management to
take action.
Revenue Elements to be Considered
From our call center baseline survey research, we will have determined the
process where the companys performance is low and where the impact on customer
satisfaction is high. The model that we need to develop for the company is: If we
invest in and improve the selected process, what will the increase in customer
loyalty and re-purchase be worth in dollars and cents? The data we need to
determine added income value from this customer is

the average number of purchases made each year and the profit margin per
purchase, and

the average number of years that a customer remains loyal to the company.

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Chapter 9: Cost/Benefit Analysis, or ROI for Call Center Enhancements

Cost Elements to be Considered

The cost elements are determined by:

a bill of materials with costs of all the pieces of the proposed information
technology

a cost estimate of the labor charges to install, train and maintain the
information technology investment

the cost of capital over the lifetime of the information technology to be

implemented

Computing a Realistic ROI

The computed ROI is simply the total profits divided by the total cost times 100
to state it in terms of a percentage. ROI for customer service investments of 50% to
200% are quite common. We suggest you use the ROI worksheet shown in Appendix
X, which lends itself quite easily to a spreadsheet template.
In addition, when technology or process has been changed or updated, there is a
tendency of management to discount the need for budgeting money for training
employees in the new systems. In Appendix X there is a sample calculation on
computing the ROI for training employees. This is a simple calculation to help
executives understand that if they dont train people to use the new system, they
wont use it, and the money spent on new technology and changes to process will
virtually be wasted.

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