customer bpm workshop - netcall · netcall user events | client confidential 2015 customer bpm...

Netcall User Events | Client Confidential 2015

Customer BPM WorkshopNeil Kennedy and Adam Mills

With guest speakerAngela Yates

Director of Resourcing Operations, TMP


Session agenda

• What is Liberty BPM?

• How we use Liberty BPM within Netcall:• Liberty

• Workforce Optimistation (WFO) / Workforce

Management (WFM)

• Customer Experience Management (CXM)

• Electronic Document and Records Management

System (EDRMS)

• How we use Liberty BPM externally:• Unified Agent Desktop

• Outbound campaign scheduling

• Agent guidance

• Case study.


Liberty BPM - in brief

• Rules-based business process modelling

• Development and run-time environments

• Data integration

• Presentation layer

• Standalone

• Embedded

• Numerous uses.


Liberty BPM - in brief

• Product Configurator

• Unified Agent Desktop

• CRM, case and service management and fulfilment

• Integration Hub

• Interactive reporting and dashboards

• Business Process Application Builder.


Liberty BPM – internal Netcall solutions

Examples where no off-the-shelf solution exists...

• Sales configurator

• Microsoft Dynamics CRM dashboards and reporting

• Project management and timesheet processing

• Hosted billing with Dynamics integration.


Liberty BPM – Embedded

In Liberty and Dialogue Builder:

• Flexible extension beyond

core capabilities

• Surveys

• Friends and Family

• Data cleansing.



In WFO/WFM:

• Historic data capture

• API data exports

• Dashboard expansion

• Agent Guidance with Call

Tagging.



In CXM:

• Back office data

• Flags

• Integrate with third-party repairs systems

• Speed of access

• Reduction of average handling time

• First call resolution

• Spring-board to launch workflow.



In EDRMS:

• Document extractions -

compliance

• ePost with Key Performance

Indicators (KPIs) and teams


ePost

• Deployment options

• Embedded sitting inside CXM tab

• Standalone alongside EDRMS

• Post Room functionality including:

• Document preview

• Forward

• Clone/copy

• Send to CXM

• File in EDRMS.


ePost

• Teams

• Groups

• Managers

• Team members

• KPIs and tracking:

• Document history – actions and timestamps

• Document status – original vs current owner

• Service Level Agreements (SLAs) per original group.


Unified Agent Desktop

• Increase first contact resolution

• Reduce average handling time

• Reduce overall training time and cost on multiple systems

• Reduce the cost of agent resource

• Enhance the customer experience.


Unified Agent DesktopLocal Government

• Contact Management

• Council Tax, Revs & Bens, Payment

History, Arrears & Schedule

• Geospatial website

• Screen-pop and auto-search

• Notes.



• Allotment management

• Raising service requests

• Customer search within invoices system

• View records from existing Document

Management System.



• Parking fines and charges

• Environmental health

• Garden waste

• Pest control.


Liberty BPM - Applications

Welcome

Angela Yates

Director of Resourcing Operations

Journey to efficiency

Angela YatesDirector of Resourcing Operations

About TMP Worldwide

We are a recruitment business that

helps private and public sector

organisations to hire and retain the

right people by leveraging each

organisations unique employer brand

• Graduate and apprentice

recruitment

• Volume recruitment

• Senior, professional and specialist

hiring

Our Recruitment Delivery

Centre• Operational from 8am – 8pm Monday

to Friday• Capacity for nearly 200 Resource

Coordinators• Unplanned absenteeism 3.43% in 2014• Attrition was 3.22% in 2014

Some stats from 2014• 58,074 inbound candidate query calls• 233,615 competency telephone

interviews conducted• C.10,000 video interviews marked• More than 500,000 candidate

applications

Some of our clients

http://www.google.co.uk/url?sa=i&rct=j&q=NHS+logo&source=images&cd=&cad=rja&docid=MPnPpOntlmmB2M&tbnid=_JFT0YTme39R2M:&ved=0CAUQjRw&url=http://www.bathspacareers.com/news/nhs-careers-for-graduates/?archive=1&ei=J_x_UaW0NYf4sgbRoYCgCg&bvm=bv.45921128,d.Yms&psig=AFQjCNG9KepYXxg2p7JJPb4OVqad3eaWsQ&ust=1367428511875079

http://www.google.co.uk/url?sa=i&rct=j&q=NHS+logo&source=images&cd=&cad=rja&docid=MPnPpOntlmmB2M&tbnid=_JFT0YTme39R2M:&ved=0CAUQjRw&url=http://www.bathspacareers.com/news/nhs-careers-for-graduates/?archive=1&ei=J_x_UaW0NYf4sgbRoYCgCg&bvm=bv.45921128,d.Yms&psig=AFQjCNG9KepYXxg2p7JJPb4OVqad3eaWsQ&ust=1367428511875079

http://www.google.co.uk/url?sa=i&rct=j&q=Barclays+logo&source=images&cd=&cad=rja&docid=18HgMIVMdBTHqM&tbnid=oyrN3pD6aQuWBM:&ved=0CAUQjRw&url=http://globalaccessibilitynews.com/2012/11/02/barclays-rolls-out-talking-atms/&ei=5vx_UbaoGIPBtQbwxICYCQ&bvm=bv.45921128,d.Yms&psig=AFQjCNFosAmJ2n_n5HkRMkXu3_YEAikEfg&ust=1367428701178991

http://www.google.co.uk/url?sa=i&rct=j&q=Barclays+logo&source=images&cd=&cad=rja&docid=18HgMIVMdBTHqM&tbnid=oyrN3pD6aQuWBM:&ved=0CAUQjRw&url=http://globalaccessibilitynews.com/2012/11/02/barclays-rolls-out-talking-atms/&ei=5vx_UbaoGIPBtQbwxICYCQ&bvm=bv.45921128,d.Yms&psig=AFQjCNFosAmJ2n_n5HkRMkXu3_YEAikEfg&ust=1367428701178991

Challenge was to

effectively and efficiently…Allocate inbound queries, outbound

telephone interviews, video interview

marking, and recruitment administration to

teams of Recruitment Co-ordinators

Inefficiencies from three shared excel

spreadsheets

• Complex and time consuming to

schedule work

• Data integrity concerns

• Limitation on time-slot allocations for

candidate interviews

• Couldn't sustain rapid business growth

Like all contact centre environments we are

scheduling tasks to individuals within a time

frame. But...

• Our outbound calls are all time dependant with a pre-arranged candidate

• Multiple clients – with different requirements

• Multiple web based systems (many belong to the client and therefore we cannot integrate with a WFMT)

• Frequent daily changes of work priority

• Our telephony platform is not compatible with a standard WFM

• Bespoke changes to existing WFM solution?

• Long delivery lead times and supplier-dictated scope parameters

• Not the desired answer

Workforce Management (WFM) an answer?

Liberty BPM solution

A tightly knit team was created to work closely

with Netcall

• Discussed and mapped the business

processes

• Modelled them to the exact requirements

• Agile, iterative and collaborative approach

with the model being regularly reviewed by

TMP

• Stage one

– Delivery of essential functionality

– Deadline met on time and in budget

A solution that delivers

• Schedules in 5 minute increments

• Successfully addressed system availability and accessibility issues

• No loss of unproductive time

• Real-time information increases the fee recovery rate for each client

• Reduced administration time

– 0.5 FTE saved

– 1 FTE cost avoidance for administration

• More strategic long term planning

• Visibility of telephone interview conversion rates and no shows by Recruitment Coordinator

• Stage 1 ROI within 11 months and delivery of revenue margin

Summary

• We have created a bespoke TMP resource planning solution which other suppliers could not deliver

• Agile delivery mechanism

– Schedule in 5 minute increments

– Reduced unproductive time

• Improved control with real-time management information

– Cashable 0.5 FTE saving

– 1.0 FTE administration time saving

– Bespoke functionality achieved

– Stage 1 ROI delivered 11 months

• Future stages in planning

Questions?



Outbound campaign scheduling

• Utilise hosted call-back and in-house

ContactCentre 59R and Agent Console

• Call lists

• Skills-based routing

• Management Information to evidence

contact/no-contact and rescheduling

• No silent calls - preview vs power

dialling.



Agent guidance

• Cornerstone of WFO

• Consistent customer experience

• Increase first contact resolution

• Reduce average handling time

and screen-distractions

• Capture MI data for process improvement

and training

• Ease management and tracking/evidence

of compliance.



• Agent guidance – overview

• Adam Mills



Outbound campaign scheduling +

agent guidance

• Define who to call

• Match available skills and time of day

• Ensures agent is available

with information to hand

• Consistent and compliant approach

• Capture evidence and information

to support process improvement.


Neil Kennedy

[email protected]

0330 333 6100

www.netcall.com

customer bpm workshop - netcall · netcall user events | client confidential 2015 customer bpm...

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