Health Check

1
Health Check?

• Chapman Lam
• Hong Kong Call Centre Association

2
HKCCA Award LaunchJune 2006
3
Award BriefingEarly July 2006
4
Submission of Award Materials4 August 2006
5
Independent Cust. Satisfaction SurveyAug to Sept
2006
6
Site Evaluation (1st Round)14th 24th August
2006
7
Site Evaluation (2nd Round for Short-listed
Finalists)4th 8th Sept 2006
8
Award Presentation Gala Dinner October 2006
9
Contact Centre Awards

• Contact Centre of the Year
• Outsourcing Contact Centre of the Year
• SME Contact Centre of the Year (under 10 seats)
• New Set Up Contact Centre of the Year

10
Contact Centre Individual Awards

• Contact Centre Professional
• Contact Centre Team Leader
• Contact Centre Supervisor
• Contact Centre Manager
• Contact Centre Champion

11
Contact Centre Health Check
12
Centre Vision Mission
13
Alignment with Business Objectives
14
Key Performance Indicators
15
Volume

• Call offered
• Call ratio
• Daily call pattern
• Weekly call pattern
• Monthly call pattern
• Call nature

16
Service
Telephone service factor Average speed of
answer Abandonment rate Average abandonment time
17
Quality
Call Observed / Staff / Month Call monitoring
score Fatal error accuracy Non-Fatal error
accuracy Customer satisfaction score Customer
dissatisfaction score First call
Resolution Complaint turnaround time Compliment /
Staff / Month
18
Revenue
Customer retention rate Cross selling revenue Up
selling revenue Prospects generated Other revenue
targets
19
Cost Efficiency
Average talk time Shrinkage Occupancy rate Talk
time ratio Hold time ratio Wait time ratio Post
call processing ratio Non call time ratio Cost
per call Calls / staff / day
20
Staff Attrition Absenteeism
Voluntary (annualized) turnover rate Involuntary
(annualized) turnover rate Unscheduled leave Late
21
System Availability
Network Up Time Telephony Network Up Time
Application Network Up Time Terminal Resolution
Turnaround Time
22
People Recruitment Selection
23
People Training Development
24
People Reward Recognition
25
People Performance Management
26
People Managing Staff Feedback
27
Process Forecasting, Staffing Scheduling
28
Process Quality Assurance
29
Process Information Update Communication
30
Process Management Information Reporting
31
Process Complaint Handling
32
Process Problem Solving
33
Process Managing Supplier
34
Process Business Continuity Plan
35
Process Data Security Privacy
36
Process - Continuous Improvement Program
37
Technology
38
Question?
39
Thank You!

• Chapman Lam
• Hong Kong Call Centre Association
• www.hkcca.com
• Email chapman.lam_at_cigna.com
• 65 9186 5328