Challenges%20in%20Managing%20BCH%20Call%20Centers

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Day after Day My Olympic Challenge

• Challenges in Managing BCH Call Centers
• Chantal Gagné
• General Manager Workforce Management Shared
  Services
• Bell Canada
• July 24th 2004

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Day after Day My Olympic challenge
Work Volume Forecast Performance against Industry
Benchmark Targets and Expectations Optimal
Workforce Management Technology Implicit
Challenges
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Work Volume Forecast

• Growth inherent to an evolving telecommunication
  industry
• Impact of change in economic conditions
• Impact of advertising especially with the
  Vision of One messages
• Impact of self-serve applications WEB and IVR
• Impact of more complex products
• Productivity initiatives

4
Performance against Industry Benchmark Targets
and Expectations

• Benchmark corresponding to our reality
• Uniqueness of each line of business
• Defining exceed expectation

5
Optimal Workforce Management

• Blend Environment
• Inbound and Outbound calls
• Voice contact and e- contact
• Balance between training costs for Mass agents
  implementation of smaller specialized queues
• Schedules matching force to load while minimizing
  impact on employee work conditions (retention)
• Ratio and working conditions of part time
  resources and forecasted needs for flexibility

6
Technology

• Quick evolution of products offered to Call
  Center managers
• Evaluation of the quality of existing software
  (Scheduling and Call Routing systems)
• Process improvement to support/optimize
  implementation of technology
• Design a voice response system that reduces
  misdirected calls, increases self-serve options
  and satisfies customers

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Implicit challenges

• Need to quickly take action
• Change management
• Recruitment of specialized resources that can
  take up intellectual challenges in a fast-pace
  business environment

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Thank you!