A Practical Guide to Call Center Technology Select the Right Systems for Total Customer Satisfaction 1st Edition by Andrew Waite ISBN 1482280752 9781578200948

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ISBN 10: 1482280752 
ISBN 13: 9781578200948
Author: Andrew Waite

A Practical Guide to Call Center Technology Select the Right Systems for Total Customer Satisfaction 1st Table of contents:

Preface Total Customer Focus – Easier Said than Done
□ The chief customer officer
□ The influence of the internet
□ Serving the customer
□ The Evolution
Winning and keeping customers
Introduction The Customer Contact Center is the Focal Point
□ Why use a customer contact center
□ A seismic shift in call center “plumbing” technology
Data Systems
Telephone Systems
Voice-over-IP (VoIP)
Setting the Applications Stage
The Call Center Evolution
□ The cost of a contact
The Lines
The Staff
□ The equipment
A Background on Equipment Integration
□ Response center
□ A bit of history
□ Broad Process reengineering
Chapter 1 The Traditional Call Center
□ Winning or protecting revenue
The Traditional Call Center
□ Cutting an organization’s costs
Load Shedding as an Analytical Trend
Customer Acquisition Cost
□ Good service assures future sales
The Customer Contact – It’s Valuable
Chapter 2 The Role of the Customer Contact Center
Is It a Formal or Informal Center?
The Importance of Volume and Revenue Contribution
The Request for Service
A Defined Function
A Focal Point for Customer Calls
□ Adequate facilities
Equipped to Service the Customer(s) to Their Satisfaction
Traditional Call Distribution Applications
□ Death of the Automatic Telephone Call Distributor?
Chapter 3 The Parts and Principles of the typical Customer Contact Center
□ A bird’s eye view
□ System elements and responsibility
Technology Goes Hand-in-Hand with the Business’s Objective
□ The telephone circuits and services
The Traditional Customer Premise Switching System
Prediction
The Entry-level Contact Center
□ Telephone instruments
□ Management tools
□ Staff and workstations
□ The internet
□ The fulfillment interface
□ Customer contact center sizes
People Sell to People
Importance versus Size
Location
□ Planning a customer contact center
Overcapacity is a Fact of Life
□ Ordinary & extraordinary customer call centers growth issues
□ Computer telephony integration
Chapter 4 Connection to the Outside World
□ The network hierarchy
The Network Addressing System
The Telephone Number
The Nitty Gritty
Telephone Number Translation and Beyond
Customer-owned Network Control Servers
Signaling
Integrated Systems Digital Services (ISDN)
Digital Subscriber Lines (DSL)
Transmission Concepts
Analog Switching and Transmission
Digital Telephone Transmission and Switching
Analog versus Digital
Voice-over-IP
Transmission Media – Cable Plant
Outside Plant
In-building Wiring
□ The players
□ Voice telephone traffic
□ Forecasting caller behavior
□ Incoming customer call center traffic Engineering
Chapter 5 Staffing Issues
□ Maintaining Economy of scale with a decentralized staff
□ Hyper-drive to automate
□ Staffing to caller demand: demand forecasting
Software Solutions
□ Customer demand forecasting and staff scheduling systems
Customer Contact Center Database Profile
The Forecast
Match Required Staff Headcount to Caller Demand
Service Levels
Adding Email
Schedule Required Head Count into the Correct Shift slots
Shift Bidding and the Staff schedule
Adherence
Payroll Interface
□ Incentives and at risk compensation components
□ Staffing challenge for the customer contact center
□ Customer experience mapping and management
Chapter 6 The Budget: Building A Business Case
□ Putting costs into perspective
□ Customer contact center costs
Personnel
Telephone Circuits and service
Email and Internet Chat or “Call Back” charges
The Telephone Support System
Workstations and Applications
First Year customer contact Center Cost Summary (20 agents)
Caution with the Numbers
What About a Pure Service Application?
Investing Where It Counts
□ Capital investments versus operating costs
□ “Mission critical” versus technical and administrative roles
Customer Contact Center Mission Choke Points
□ Strategic buying
The Small Customer Contact Center
□ Automatic call sequencers
□ The Universal customer contact center platform
□ Finding ACD bargains – secondary market alternatives
Software Title Ownership and Support
The Secondary Market at the Dawn of Voice-over-IP
Chapter 7 Managing Telephony Workflow
□ Inbound customer call flow
□ The uniform call distribution (UCD) system
Email Revives the Value of the UCD
□ The ACD
Chapter 8 The Typical Switching System
□ The internal switching network of the system
□ Ports into and resources attached to the system
“User Available” Ports
Public Network Devices
Customer Side Resources
Monitoring/Recording Capacity
Utility Devices
System Devices
Announcement Systems
Music and Promotion Devices for Broadcast to Delayed Callers
Voice Messaging and Voice Response Interfaces
Voice Technology Connection
People vs. Technology
Recording Devices
Ports
□ Backplane and signal distribution subsystem
Internal Power Supply
The Power Distribution Subsystem
The Mechanical Housing of the System
The Switching Engine
Chapter 9 The Advantages of A Purpose Built ACD System
□ Architecture and capacities
Physically and Logically Non-blocking
Flexibility
When is a Telephone Call a Call?
“Dynamic Barge Out”
□ System reliability and failure resistance
Power
A Redundant ACD System
Common Control
Software Redundancy
Power Fail Transfer
The Calamity Switch
□ High visibility into the system
□ Ease of use
□ Interface with other customer contact center resources
□ A lesson to be learned
Chapter 10 ACD Basics
□ Customer contact center size
Under 20 Positions
20 to 50 Positions
50 to 150 Positions
150 to 500 Positions
More than 500 Positions
□ The ACD – features and definitions
Capacity
□ Strategic considerations
Growth Strategies
The Impact of Poor Implementation
□ Analog or digital
Trunk Termination
ACD Addressing Criteria
□ Call answering process
Answer Delay
Call Routing Tables
The Anatomy of an Incoming Call
Called Party Disconnect
Measuring the Duration of a Call
□ Workflow
Skills-based Routing
□ Special call processing treatments
Chapter 11 The ACD As a Customer Workflow Manager
□ Call Processing – the basic steps
Answer
Connection to the First Intended Resource
Selection of Second or Subsequent Agent Groups
Simultaneous Queuing of Multiple Groups
Look-Back Queuing
Overflow, Interflow and Interflow
Selecting an Agent within a Group
Secondary and Tertiary Group Assignments
□ Other call processing steps
□ VoIP ACD feature maturity
Chapter 12 Bullet-Proofing the Customer Contact Center
□ Disaster recovery and business resumption plans
□ A business continuity strategy
Hardware
Details
Circuits
The Carrier POP office, CLEC or ISP Central Office
Outside Plant
Building Termination Point
Power
Pure Analog Systems
Non-Analog Systems
“Graceful” Degradation
Redundancy
Computer Systems
Computer Telephony Applications
Chapter 13 Telephone Terminals and Workstations
□ Plain old telephone or 2500 set
□ The proprietary PBX instrument
□ ACD instruments
□ Terminal displays
□ The PC telephone connection
□ The PC revolution
PC-based Telephony
The PC Hardware
The VoIP Connection
□ The integrated desktop
□ The ACD Agent instrument
The Mechanical Packaging
Analog or Digital Instruments
Cabling
Ergonomics
Key Placement
Key Labeling
Key Size
Tactile Feedback
Display Screens
Call Type Identification
Head and Handset Jack Type and Location
Instrument Cable Termination
ACD Instrument Features
Primary ACD Instrument Features on a Traditional Instrument
Secondary ACD Features on a Traditional Instrument
Exception Features on the Traditional Instrument
Chapter 14 Data Gathering and Reporting
□ Management goals
Multi-channel Challenges
Measurement Criteria
□ ACD systems
Data Gathering
Peg Counts
Trace Agent
Transaction Detail Records
Inaccurate or Missing Data
“State” or “Record” Machines?
□ The human resource and legal implications
□ Reporting capability
Data Collection and Storage Processes
□ Report development and presentation
Add-on Report Packages
Report Style
□ The call center reports
Primary Reports
Service Level Provided to Incoming Callers
The Call Applications
Secondary Reports
System Diagnostics and Component Usage
Alarm Conditions
Exception Reports
Call Wrap-up or Disposition
Exception Lists, and Ad Hoc User Reports
Integrating Data from Other Customer Contact Channels
Report Use and Management Style
Report Presentation
Artificial Intelligence (Genetic Algorithms)
□ In summary
Chapter 15 Customer Experience: Mapping and Management
□ Second generation logging and recording technologies
□ It’s all in the name
□ Recording and monitoring goals
□ Regulatory background
□ Call recording
□ The Process: service observation becomes quality monitoring
Service Observation
Scheduled Call Quality Sampling
Attachment to the ACD
Logging Systems as a Source of Data for Quality Management
Data Screen Capture
Review Scoring and Analysis System
Quality Review Template
Total Recording versus Quality Sampling
□ Limitations within the second generation architectures
□ Tactical applications for call recording
Sales Verification
Collection Commitments
Miscellaneous Voice Documentation
□ Customer experience Management: the next stage in the contact recording evolution?
Mapping an Individual Customer Experience
Improving the Customer Experience
Matching Recorded Voice to Recorded Data Screen Sessions
Contact Recording Application Advances
Behavioral Trip Wires
Call Recording and Voice Recognition
Shedding Call Center Workload
□ In summary
Chapter 16 CRM Within the Customer Contact Center Environment
□ Call sourcing
Media Sourcing
The ACD
□ Interactive voice response
Overflow
□ Databases and systems integration
□ Intelligent networking
Chapter 17 Integrating the Internet into a Traditional Call Center
□ Call analysis
□ Relative transaction costs
□ Self-service
FAQs
The Web
Web Integration
□ Universal service
Media Switching
□ Video
Chapter 18 The Technology Acquisition Process
□ Strategic buying
□ The politics of purchase
The User Buyer
The Technical Buyer
The Financial Buyer
□ There are two sides to every story
□ Winning concepts
□ Justifying a business specific solution
Chapter 19 The Trends
□ Evolution of the customer service industry
□ Customer-facing
□ Market drivers
□ The challenges
Epilogue
□ “Move a register, forget history”
□ The customer is king
□ Costs of sales continue to rise
Appendix I Request for Information: Computer Telephony
1.0 Introduction
1.1 Purpose of request for information
1.2 Type of proposal solicited
1.3 RFI Format
1.4 Format of response
1.5 Current operational and system environment
1.5.1 Current processing environment
1.5.2 Customer Service Department environment
Multi-queue call handling
1.5.3 Telephony
1.5.4 Voice Response Units (VRUs)
1.5.5 Host network
1.5.6 Applications
Bill Payer (PBP)
Branch On-line (BOL)
1.5.7 Application processing cutoffs
1.5.8 Session concept
3270 sessions
1.5.9 Host applications and userids
2.0 Requirements
2.1 Functional requirements
2.1.1 Event and activity tracking
2.1.1.1 Contact History Database
2.1.1.2 Activity Tracking
2.1.1.3 Workflow management
2.1.1.4 Event recall and correction
2.1.2 Computer/Telephony Integration capabilities
Supplemental information
2.1.3 Check vendor interfaces
2.1.4 Letter generation
2.1.5 Screen navigation and context sensitive events
2.1.5.1 Event control and transaction paths
2.1.5.2 Automated context sensitive actions
2.1.5.3 Navigation
2.1.5.4 Miscellaneous
2.1.6 On-line user help or reference information
2.1.7 Scripting (dialogue)
2.1.8 Screen design capabilities
2.1.8.1 Menus
2.1.8.2 Pick lists
2.1.8.3 Fields
Supplemental Information
2.1.9 Department message broadcasting
2.1.10 ATM and branch location capabilities
2.1.11 Computer Based Training
2.1.12 Personnel schedule adherence
2.1.13 Time card system
2.1.14 Telemarketing/sales specific requirements
2.1.15 Imaging support
2.1.16 Miscellaneous
Supplemental Information
2.1.17 Reporting and data availability
2.2 Sample event flow development
2.3 Overall requirements
2.3.1 System and application security
2.3.1.1 Security overview
2.3.1.2 Client Workstation Security
2.3.1.3 Virus Protection Standards
2.3.1.4 File Server Security
2.3.1.5 Network Security
2.3.1.6 Application security
Supplemental information
2.3.2 System reliability
2.3.2.1 System Uptime
2.3.2.2 Restart/recovery
2.3.2.3 Store and Forward and off-line Capabilities
2.3.3 Disaster recovery requirements
2.3.4 Volume requirements
2.3.5 Response time requirements
2.3.6 System management, monitoring, and support
2.3.7 Multiple site support
2.3.8 Other functionality supported
2.4 Implementation
2.4.1 Implementation strategy
2.4.2 Project methodology
2.4.3 Quality assurance strategies
2.4.4 Expected FNBA system changes
2.4.5 Recommended training for FNAX staff
3.0 Contractual issues and expectations
4.0 Vendor information & questions
4.1 Corporate information
4.2 General package information
4.2.1 System architecture
4.2.2 Documentation
4.2.3 Software standards
4.2.4 Hardware standards
4.2.5 Compliance with FNAX distributed computing standards
4.2.6 Database specifics
4.2.6.1 Data Architecture
4.2.6.2 Database management system
4.2.6.3 Database development
4.2.6.4 Database performance
4.2.4.5 Database Access
4.2.7 Development tools and integration
4.2.7.1 Development tools description
4.2.7.2 Graphical user interface
4.2.7.3 Development language support:
4.2.7.4 General development environment support
4.2.7.5 Integration with external software packages/tools
4.2.7.6 Application development features
4.2.7.7 Debugging Tools
4.2.7.8 Computer Telephone Integration scripting tools
4.2.8 Computer based training
4.2.9 Report and query writing tool
4.2.10 User flexibility and control
4.2.11 Communications
4.3 List of current package users
4.4 Maintenance support description
4.5 Architecture and/or vendor future direction
4.6 Other
5.0 Proposal
Scenario 1
Scenario 2
Vendor Option 1
Vendor Option 3
5.1 Equipment (hardware)
5.2 Vendor software
5.3 Non-vendor software
5.4 Other vendor expenses and services
5.5 Other non-vendor expenses
5.6 Upgrade and expansion expenses
5.7 Leasing
5.8 Expected implementation schedule
5.9 FNAX resource requirements
5.10 Laboratory evaluation
Appendix II Appendix II Request for Proposal ACD System
Instructions to vendors
1. Introduction
2. Corporate overview and financial performance
3. ACD Operating requirements
A. System functions gate/group assignments
Priority Queuing
Order-of-arrival queuing
Abandoned call search
Incoming call routing
Dynamic call answering
Alert with customer call
Operator call assignment
Call transfer
Delay announcement
Night service
Administrative PBX functionality
Line/Console capacity
Equipped agent positions and xxx incoming lines.
Music-on-hold
Remote diagnostic capabilities
Outbound sales
Dialed number identification services (DNIS) codes
Moves, adds and changes
PBX
Power protection
B. Agent position featuresafter call work
System transferred call identification
Incoming call identification
Zip tone
Work state indicators
Assistance button/dial code
Call transfer to gate/opx
Call waiting indicator
Trouble reporting/condition indicator
Emergency indicator
Mute (cough) button
Log-on and off
In-button
Hold button
Operator headsets/handsets
C. Supervisor position featuresagent assistance
Barge In
Conferencing capability
Monitoring consoles
Busy condition
Delay announcements access
Night service
Number of supervisor consoles
4. Management information system reporting requirements
A. System reports system status display
Incoming calls handled report
Exception report
Threshold definition
B. Gate and trunk utilization reporting
Gate summary
Trunk report
DNIS Code report
Outgoing call detail report
Trouble report summary
C. Agent Activity Report
5. User Programmability Requirements
Reports
Gate Assignments
Trunk Priorities
6. Voice Response System Interface Requirements
7. Operating Environment
Environmental Temperature:
Relative Humidity: 40-90% Noncondensing Electrical: AC Input 105 – 126 Volts, 50 60 Hertz
8. Training Requirements Supervisor Courses
Operator Instructions
General Training
9. Maintenance Support Requirements
Maintenance Response Time
Remote Diagnostics
Service Locations
Preventive Maintenance Schedule
Warranty
System Documentation and Updating
Ongoing Software Support
Maintenance Costs
10. System Costs
Itemized Feature/Option Prices
Installation Prices
Estimated Operating Expenses
11. Installation and Cutover
Acceptance Test and Diagnostics
Cutover Plan
Cutover Support
Post-Cutover Support
System Facts and Features
Software
Switching Technology
Physical Characteristics
Operating Environment
Power Failure Considerations
Cold Reboot from Complete Power Failure:
Scheduled System Downtime Potential
Proposed System Configuration
Capacity Tradeoffs
Interfaces with Other Equipment
Station Equipment Distance Limitation
Station Equipment General
The Voice CCS Per Line or VoIP Connection Rating:
Simultaneous Conversations Available at:
Station Cabling
ACD Management Information System (MIS)
ACD or Telephony Server Capacities
Required and Optional Features
General Instructions:
4. Management Information System Reporting Requirements
5. User Programmability Requirements
6. Voice Response System Interface Requirements
7. Operating Environment
8. Training Requirements
9. Maintenance Support Requirements
Appendix III Appendix III Request for Proposal: Customer Experience Improvement Initiative Multimedia Recording and Analysis Solution
Introduction
Objectives of RFI
Overview of National Customer Service Contact Centers:
Background Information:
Call Center Environment:
Instructions to Vendors
Project Schedule
Closing Time and Date
Responses must be sent to:
Number of Copies
Right to Reject
Vendor Profile
Future Offerings
Client References
Strategic Alliances/Partnerships
Business Responses
Selective Recording
Total Recording
Record on demand
Multiple Recording Applications
Recording e-Mail and Collaborative Chat Interactions
General Capabilities
Archiving Capabilities
Platform Features
Quality
Implementation Process
Training
e-Learning Capabilities
Automated After Call Voice Documentation Processes
Installation & Customer Support
Technical Requirements
Pricing for the Proposed System

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