Customer Contact Center Network

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Customer Contact Center Network

• Strategic Objectives
• May 13, 2004

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Mission Statement

• To raise awareness of the critical role played by
  Customer Service Support Centers in the Greater
  Louisville regional economy and to provide a
  forum for the exchange of ideas and best
  practices among Support Center professionals.

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Strategic ObjectivesOverview

• Support Mission Statement
• Committees developed to support each objective
• Committee develop tactics
• Opportunity for members to become involved
• Could be someone in your organization other than
  you

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Strategic Objective 1

• Improve the skills and capabilities of the
  workforce within the customer service/call center
  industry in our region through professional
  training and educational initiatives.
• Examples
• Partnership with local Educational Entities
• Benchmark Cedar Rapids and Purdue University
• Develop Curriculum for Certificate in Customer
  Service

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Strategic Objective 2

• Develop a marketing plan to raise the awareness
  of the customer service industry as a career
  path, to support economic development within the
  Greater Louisville region to engage local
  companies in network activities.
• Examples
• Survey on Louisville Customer Service in
  Louisville promote excellence
• Attract Call Center Customer Service
  conventions meetings to Louisville

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Strategic Objective 3

• Provide a forum to discuss best practices and
  allow for networking opportunities for businesses
  and professionals within the customer service and
  call center industry.
• Examples
• Continue with bi-monthly meetings on large topics
• Create sub-meetings in specialized and identified
  areas such as HR, Quality, Scheduling etc.

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Strategic Objective 4

• Initiate, compile and distribute research on
  customer service/call centers within our region.
• Examples
• Economic impact of customer service/call center
  industry
• Size and impact of workforce

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Strategic Objective 5

• Serve as an advocate on public policy and
  legislative issues impacting the customer
  service/call center industry on an as-needed
  basis.

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Strategic ObjectivesSummary

• Ask for volunteers
• Contact Angie Vitatoe at avitatoe_at_greaterlouisvill
  e.com or 625-0151
• Questions/Comments

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GLI and Customer Contact Center Network
Partnership

• May 13, 2004

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Greater Louisville Inc.

• Mission Help our members grow and prosper
• Vision Help transform Louisville into an
  economic hot spot

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Economic Development

• Business creation
• Business expansion
• Business attraction
• Business networks
• Talent attraction and retention

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GLIs Client Portfolio 4/04
Traditional Strengths 60
Customer Service/ Call Centers
Build On
Health Related 13
Logistics 16
Enablers 11
Grow With
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GLIs Success 1998-2004

• Customer service/call centers impacted
• Companies located 49
• Total payroll 388,544,264
• Total Investment 289,219,679
• Estimated Employees 9,094
• Examples Citigroup, Charter Communications,
  SHPS, Aperture, Appriss, VMS, Ceridian, Accent
  Marketing, Trover, and Mercer Human Resource
  Consulting

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GLIs Overall Goals for 2004

• New active clients 350
• Locations/expansions 65
• Jobs created 4,300
• Average salary 36,000
• Investment 815,000,000

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Business Networks

• MISSION
• To retain and grow companies through
  results-oriented group facilitation of businesses
  with common interests.

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Business NetworksEight Industries Represented

• Arts and Cultural Attractions (ACA)
• Agribusiness Industry Network
• CIO Roundtable
• Customer Contact Center Network (C3N)
• Health Enterprises Network (A GLI Affiliate)
• Greater Louisville Manufacturing Network
• Greater Louisville Logistics Network
• TeN A Technology Network of the Greater
  Louisville Region

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GLIs Network Portfolio
Traditional Strengths C3N Manufacturing Agribusine
ss Arts Cultural
Build On
Health Related Health Enterprises
Logistics Logistics Network
Enablers TeN CIO Roundtable
Grow With
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More ways for C3N to Help Grow Business

• Build awareness
• Create relationships
• Generate leads

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Building Awareness

• Examples
• Tell the GLI story
• Spread the word about GLIs efforts in the
  customer service/call center industry
• Increase our pipeline of businesses in the
  customer service/call center industry

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Example of ED/BusinessNetwork Partnership-Citigro
up

• GLI engaged with Sears on business expansion
  project
• Genesis of Citibank lead came to GLI
  undisclosed through a 3rd party consultant (GLI
  did not know relationship between Sears/Citibank)

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Example of ED/Business Network Partnership-Citigro
up

• Customer Contact Center Network played critical
  role in early stage of project with information
  gathering
• of call centers
• Size of workforce
• Operational data (shifts, pay differentials)
• Industry trends and wage data
• Map of customer service/call center locations
  within our region

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Example of Geographic Locations October 2003
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Creating Relationships

• Examples
• Use your influence with corporate partners and
  others to help us create a relationship with
  other businesses
• Invite people to GLI events and happenings who
  may not be involved right now
• Open up new channels with out-of-town corporate
  decision-makers

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Generating Leads

• Examples
• Help us get in front of your clients
• Give us information you have about new businesses
  locating to Louisville
• Give us information about existing businesses
  that are considering expansion

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Customer Contact Center Goals

• Create new attraction/expansion leads for GLI in
  the customer service/call center industry in 2004
• Generate new contacts for GLI in the consultant
  business for the customer service/call center
  industry

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Remainder of MeetingDale Bielefeld, LGE

• Overview UPS Pat Rosenberger
• UPS Hiring Process Pat Murphy
• Questions/Answers
• Networking - All
• Tour UPS Call Center Pat Rosenberger

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UPS Overview

• May 13, 2004

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National Turnpike Facility

• Logistics
• International Shipment Resolution Group
• Air Cargo Service Center
• Center For Employment Opportunities
• Hazardous Material Phone Center
• Technical Service Desk

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UPS Corporate Customer Service Call Centers

• International Customer Service Call Centers - 12
• U.S. Customer Service Call Centers 8
• U.S. receives approximately 332,400 calls a day
  and about 92,348 of those are automated

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UPS Center for Employment Opportunities

• Entry level employment citywide
• Air district
• Kentucky district
• UPS customhouse brokerage
• Flight operations
• Telephone centers
• Focus on student applicants
• Education programs

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Employment by the Numbers
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Call Center Employment
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Student Hires/Turnover

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ISRG Attrition
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Recruitment

• Local colleges and universities
• High schools
• Employee referrals

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Application Process

• Schedule interviews via
• Tele-Serve (automated process)
• Jobline (1-877-359-1877)
• Potential disqualifiers
• Have you previously worked at UPS?
• Do you have relatives working at UPS?
• Are you 18 years of age or older?
• Have you applied in the last 12 months?

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Interview Process

• Topics
• Essential job functions (Job skills)
• Benefits
• Requirements (dress)
• Attendance policy
• Environment (office)
• Work schedule (holidays)
• Good written/oral communication skills
• Organization skills
• Pass typing test

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Interview Process

• Initial interview
• Work history (job stability)
• School interest
• Positive attitude
• Energetic (desire to work at UPS)
• Long-term commitment (minimum 1 yr)
• Flexible
• Bilingual skills (fluent)

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Interview Process

• Relevant work experience
• Work history (customer service-type positions)
• Career goals
• School ambition
• Red flags
• Working more than one job
• Unstable work history
• No work history

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Interview Process

• Second Interview
• Job history (Specific to position)
• Positive and energetic
• Ambition
• Behavioral-based interview

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Assessments

• Job assessments
• Package handling
• None
• Office administrative
• Typing test
• Call centers
• SkillCheck customer service assessment
• Typing test

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Background Checks

• Background Information
• 10 years of criminal history
• 5 years of job and/or school history
• Felony convictions and/or bad job references
• Requirement by TSA and airport authority

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Compensation

• Grade-based system based on levels of
  responsibility
• Performance-based increases
• Minimum 9.20 (grade 3)
• Maximum 16.60 (grade 6)

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Questions
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Final RemindersDale Bielefeld, LGE

• Pick up Membership Application at Registration
  Desk
• Complete Feedback Card
• Todays Presentations will be on GLI Website
  (Angie will send link to members)
  www.greaterlouisville.com/content/networks/ccc.asp
  
• C3N members will receive membership contact list
  from Angie Vitatoe

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