Industry Knowledge + Contact Center Analytics

Agent Productivity

-can be increased/improved with chat as agents are able to chat with more than 1 customer at once -can be increased by using email templates when utilizing email interaction channel -increased by enabling messaging

Report that can be used to provide info on impact of low performance of support agents and take a look at underlying causes

-case resolution times of each agent -cases closed by each agent -case activities performed per case

Business Drivers: Customer Service Contact Center

-customer satisfaction -first contact resolution -average speed of answer -call abandon rate -employee turnover -field service revenue -technician productivity -average repair time -SLA compliance rate

Average Wait Times

Agent capacity > 90% isn't optimal. Reduce average wait times is best influenced by... -accurate forecasting, planning, and staffing -give incentives to reduce AHT

review teams closed cases and related activities at end of week by...

creating a summary report on cases with or without activities and using the 'my teams cases' filter

3) FCR: First Call Resolution

% of calls from customers that are resolved through a single interaction without requiring a call transfer, escalation, or later response -can be influenced by a knowledge base and staff training

Cross-sell/Up-sell KPI

(# of cross-sell/up-sell opportunities or sales made) / total # of calls -improved/influenced by agent training and system automation -to increase revenue, establish an incentive scheme to push high margin products --> pushing products with a higher profit margin can increase the profit/revenue sales reps generate on each call

Agent Utilization KPI

(% of time agents are on calls or doing after-call work) divided by time available for work -Influenced by agent scheduling and call forecasting -high utilization is a result of correctly planning the # of agents required and correctly forecasting the # of calls to be handled -influences productivity of agents

Call Deflection Rate

-can be increased/improved with a public knowledge base, web-to-case, and email-to-case -can be improved with social media or website interaction channels

ACD = Automatic call distribution

*job = route calls -monitors which agents are logged in and available to take calls -route inbound calls to agents based on configurable criteria such as caller data, IVR selection, business hours and agent availability and skills -provides workplace planner with info about typical daily and weekly distribution of incoming calls; they show what day/time of week customers are most/least likely to call. ^based on this data, employee requirement is generated with respect to service level goals and shifts are assigned to available agents -statistics from ACD can be used to report on the service level, which is defined as the percentage of calls answered within a specific time ex. a 90/20 service level means 90% of calls were answered within 20 seconds. a custom summary formula on the report can be used to calculate the service level percentage -contact center component that can be used to retrieve statistics for reporting how many calls received by the support department are answered within 20 seconds on a typical day

Self Service Portal

*self service is the lowest cost interaction channel Interaction channel most appropriate to customers looking for answers to issues 24 hours a day

Contact Center Business Drivers (List)

-Cost Management -Business Continuity Planning -Employee Turnover -Forecasting and Planning

Case age report

-Report type that can be used to monitor how many cases meet service level agreement -Report to use if goal = reducing the number of escalated cases -case report with case age field -case age is the duration from when the case opened until the present if the case is still open or until it was closed

Reports used to measure the productivity of individual support agents:

-average talk time -calls per hour

Sales Contact Center

-business is measured by revenue generation -business drivers = cross sell rate, upsell rate, conversion rate (# of sales as a percentage of total # of calls)

Business Drivers: Marketing/Sales Contact Center

-campaign ROI -cross sell rate, upsell rate -conversion rate (# of sales as a percentage of total # of calls) -# of leads created created -# of leads converted into sales -revenue per contact -# of calls

Can be utilized to measure customer satisfaction and net promoter score:

-downloand an app from AppExchange -consider native salesforce survey functionality -leverage web-to-case to create an HTML web form with a questionnaire to be placed on company website and administered

Solution to Contact Center Business Challenge: 1) reducing contact center costs

-enable messaging -enable knowledge in a community -implement service entitlements and milestones

Social Media Interaction Channel

-low cost -could improve call deflection rate

Website Interaction Channel

-low cost -could improve call deflection rate -web to case = allows scheduled interactions

reports to identify top-performing support agents within a team

-number of cases closed by each team member -average case resolution time of each member

Report that provides informations about day-to-day operations of case teams within a company

-number of open cases by channel -number of closed cases by channel

Reduce the cost per call by...

-reducing average handle time -increasing first resolution rate

IVR = Interactive Voice Response

-route calls to the appropriate department -collect info from callers via menu by prompting callers to enter in PIN and identification number -configure customized IVR messages and prompts once identified -automate customer support by processing requests or transactions -allow incoming callers to provide info for obtaining order tracking details immediately

Business Drivers: Internal Support Contact Center

-ticket resolution time -agent availability -agent productivity -cost of service -technical and interpersonal skills -ticket backlog -average reply time

Contact Center Business Challenges (List)

1) reducing contact center costs 2) forecasting agent demand in relation to call volumes 3) high agent turnover

Types of Call Centers

1. Internal (supports employees, IT Help desk, HR) 2. Inbound (customer services, technical support) 3. Outbound (marketing and sales)

Customer Satisfaction KPI

Measured by the following metrices... 1) ASA: Average speed of answer = average amount of time taken by support agents to answer calls from customers within a specific period 2) AHT: Average Handle Time = amount of time spent by a support agent to resolve a customers issue 3) FCR: First Call Resolution = % of calls from customers that are resolved through a single interaction without requiring a call transfer, escalation, or later response

Standard report type that can be used to show related call information such as the number of incoming phone calls made by each customer (automatic call logging is enabled)

Tasks and Events

to include both cases and activites in a report

a custom report type must be created with case as the primary object and activities as the related object

2) AHT: Average Handle Time

amount of time spent by a support agent to resolve a customers issue -can be influenced by a knowledge base, simplified processes, and automation of tasks

Agent schedule adherence

average amount of time spent by agent on handling calls (data of time spent per hour on handling calls must be available in salesforce to utilize this report)* -helpful for managers if wanting to take steps to improve productivity of support agents that primarily handle customer calls -time spent on administration tasks not included in time spent on customer interactions

1) ASA: Average speed of answer

average amount of time taken by support agents to answer calls from customers within a specific period (average amount of time customers are waiting in queue) -influenced by average handle time, number of agents available to take the call, and the number of incoming calls -if alternate interaction channels are available, that will reduce the number of total calls and increase ASA *adding an additional interaction channel should reduce calls coming in as customers have additional points of contact instead of waiting on the phone line

reporting snapshot

best to use for scheduled reporting on historical data to analyze specific trends

How can agent productivity be measured?

by calculating the average number of calls per hour handled by each support agent and average talk time per hour of each agent *NOT average speed of answer as a support agent alone would not influence the time it takes for a call to be answered, as ASA applies to the contact center and not a particular agent

'Activities'

category of report types that contains 'Tasks and Events' and 'Activities with Cases' that can be used to create reports that show related call information, such as call duration and type

computer telephony integration (CTI)

enables measuring of KPIs such as average handle time, first call resolution, and dropped call rate

Paper interaction channel

may be appropriate if needing wet signatures as opposed to electronic. could be legal requirements -allows scheduled interactions

Contact center Business challenge: (3) High turnover rate

meaning = difficulty retaining staff -telesales contact center, customer service contact center -reduced by workplace flexibility, reward and incentive programs, and the employee recruitment processes (selecting candidates only suitable for role)

Chat Interaction channel

medium cost interaction channel -template responses can be used -increases agent productivity -increases customer satisifaction Knowledge articles can be suggested to an agent during a chat session Agents can share article text with the customer and it will appear in the chat box

Email Interaction Channel

medium, high-cost interaction channel -agents have to respond to each email individually -most suitable for non-urgent issues -work can be scheduled at certain times of the day -cases can be created from emails -templates can be used for responses which increases agent productivity -doesn't depend on 24/7 support

Phone Interaction channel

most expensive interaction channel -most suitable when needing to solve complex problems quickly

Report that can be used to track first call resolution rate

number of agent interactions per case -can be used to see number of tasks and events (interactions in the form of calls, emails, etc.) by both agent and case

Call containment

number of customers who complete their call in the IVR without transferring to an agent

Call abandon rate

percentage of calls that were connected to an ACD but disconnected by the caller before the agent could take the call -influenced by average handle time and the number of agents available (decrease average handle time, increase number of agents)

Telesales Contact Center

primary purpose = look for new customers and close deals -contact center with the highest volume of calls, profit center -driven by # of leads created and sales deals closed -handles inbound/outbound calls

Cases with Emails

report type that can be used to create a report that displays a list of inbound and outbound emails by case and contact *to enable this report type, Email-to-case or On-demand Email-to-case must be enabled

Technical Support Contact Center

typically requires an entitlement to be verified before service can be provided

Outbound Dialer

will automatically dial and redial a list of numbers and if it connects successfully will connect the call to an agent -used when agents are finding themselves spending a lot of time on unsuccessful calls related to outbound marketing campaigns -increases agent productivity