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CASE STUDY

PINKERTON

IMPROVING CALL FLOW DESIGN AND SCRIPTING MEANS BETTER REPORTING

CONTENTS THE BUSINESS SITUATION THE SOLUTION THE RESULTS

The client, running Nortel's Symposium Call Center Server (SCCS), operates an inbound customer service center, operating 24x7x365 and taking up to 1000 calls per day. They originally approached Symmetrics with a number of custom reporting requirements. Specifically, the client required a number of application and call statistics, a portion of which they could not extract from Symposium themselves and were uncertain that they were even possible to calculate or access based on data availability.

© 2006 Symmetrics Business Solutions. All rights reserved.

1

CASE STUDY

PINKERTON

IMPROVING CALL FLOW DESIGN AND SCRIPTING MEANS BETTER REPORTING

THE BUSINESS SITUATION

The client reviewed every standardized historical report and real-time display that Symposium offered, and were unable to find reports that met all of their needs. In particular, the client needed to distinguish between overall abandonment rate and average answer delay and the abandonment rate and answer delay of calls that are queued. They also had concerns about the accuracy and/or validity of the information in the template SCCS reports the client utilized, as it seemed inconsistent with both their knowledge of call volume and with the report activity that their computer tracking systems provided.

· Unnecessary multiple pegging of the same call by passing it through the master script numerous times, thus skewing the true number of distinct calls handled · Unnecessary overflows to additional skillsets · Minimal use of global or call variables · No accommodation for emergency situations in the call center - if the center had to be evacuated for any reason (such as fire, natural disaster or bomb threat) callers would not be treated appropriately. · Little or no error checking in the scripts for out of service, not queued, and emergency statuses · No use of secondary scripts - though not required, secondary scripts can be used to perform functions common to several primary scripts It was recommended that the client's call flow be re-designed and the scripts rewritten in order to address the noted issues and problems, enabling the client to obtain the historical information they required. The client proceeded with Symmetrics' recommendations, starting with a detailed analysis and re-design, where appropriate, of the current call flow process. Based on the optimized call flow design, the necessary modifications and enhancements to their scripts were completed. Not only did Symmetrics' work upgrade their call flow and scripting to an advanced and much more efficient and accurate level, the process also enabled 21 individual applications to be consolidated into five, increasing overall efficiency and system manageability.

`Not only did Symmetrics' work upgrade their call flow and scripting to an advanced and much more efficient and accurate level, the process also enabled 21 individual applications to be consolidated into five, increasing overall efficiency and system manageability.'

THE SOLUTION

After a preliminary needs assessment with one of Symmetrics' contact center reporting specialists, it was determined that a number of the reporting statistics and data elements desired were simply not available in the existing Symposium data. Based on further investigation, it was quickly realized that the clients scripts (approximately 25) may have been causing a number of the reporting "deficiencies" and data validity questions due to how calls where being handled and processed through the system. Symmetrics assigned one of its senior Nortel Networks certified consultants (with extensive advanced scripting experience dating back to SCCS version 1.0) to review and assess all of the clients call routing scripts and the Symposium Call Center Server configuration. The assessment found a number of issues and problems with the existing scripts. In general, the existing scripts were poorly designed and inefficient in its call handling/call flow methodology, and in some cases, did not accommodate or address all call eventualities. Specific problems and inefficiencies that were uncovered included:

© 2006 Symmetrics Business Solutions. All rights reserved.

2

CASE STUDY

PINKERTON

IMPROVING CALL FLOW DESIGN AND SCRIPTING MEANS BETTER REPORTING

During the engagement, Symmetrics' consultant also determined that the SCCS system being used was equipped with Advanced Voice Processing (AVP) capability. Unknown to the client until Symmetrics made them aware of it, the system had the requisite software option and Access Link kit to make use of Meridian Mail as a voice engine from within the scripting. By bringing this into the solution mix, it allowed Symmetrics to build a voice menu with the SCCS scripting and retain control of the call in a single application throughout its life. This avoided the multiple counts against the master script. Once the optimized scripts were thoroughly tested and put into the production environment, the necessary custom Crystal Reports were easily and quickly created by one of Symmetrics contact center report designers. The reports created included the following Application statistics on a weekly and monthly basis with breakdowns by hour: · Total Calls Offered · Total Calls Answered · Total Calls Routed to Recorded Greeting and Queued (Not Answered by An Agent) · Total Calls Abandoned While in Queue · Average Wait (minutes & seconds) in Queue This entire engagement was delivered remotely, freeing the client from added travel expenses and thus minimizing overall project costs.

THE RESULTS

Symmetrics' insight in identifying and addressing the clients call flow and scripting issues, added to their unparalleled knowledge of Symposium data and reporting/analytics experience, provided the right - and highly unique -expertise to address the clients reporting needs. Symmetrics' consultant vastly simplified and optimized the call flow process through modifying and upgrading the existing call scripts. Once the new scripts were implemented, they immediately resulted in significantly reducing the custom reporting complexity and enabled the necessary information to be available from SCCS, making their reports more accurate, useful and easier to interpret. Moreover, overall customer service was improved by ensuring callers were handled efficiently and effectively.

`Overall customer service was improved by ensuring callers were handled efficiently & effectively'

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© 2006 Symmetrics Business Solutions. All rights reserved.

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