Method, system and storage medium for utilizing training roadmaps in a call center
First Claim
1. A computer implemented method of providing a disciplined approach for conducting business management activities in a call center operating on one or more computer processors, the computer processors in communication with a host system computer over a communication network, the method comprising:
- developing an activity list of tasks and behaviors that relate to an identified opportunity;
performing a time study of observable behaviors associated with the activity list in the call center;
collecting, on the computer processors, data resulting from the time study and from performance of work activities, wherein the collecting comprises generating a tally sheet, a daily load review and a daily schedule control;
defining key measurement indicators for the observable behaviors;
identifying issues presented as a result of analyzing the collected time study data;
generating and implementing a roadmap for resolving the identified issues;
training individuals affected by the roadmap in accordance with action items contained in the roadmap;
updating a database of roadmaps based upon notification of a compliance resulting from an activity assessment; and
forecasting, on the computer processors, future call center resource requirements based upon reports generated as a result of the collecting data, identifying issues, and training individuals, wherein the future resource requirements are forecasted using the training by comparing actual progress made by individuals to planned progress for the individuals, the planned progress derived in response to a training assessment;
wherein generating a roadmap includes ranking individuals amongst one another based upon observable behaviors conducted as observed in an initial screening to identify training requirements and creating an action plan and, wherein further, training the individuals includes linking a corresponding training program with the individuals in response to the initial screening, the action plan including detailed action items and metrics that guide the individuals through the roadmap; and
wherein the observable behaviors comprise at least one of determining a percentage change in a number of repeat calls on a same issue over time for a work area by comparing the number of calls on the same issue with the key measurement indicators and determining a percentage change in a speed in which a customer call is answered over time for a work area by comparing a measurement of a speed in which a customer call is answered with key measurement indicators.
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Abstract
Embodiments of the invention relate to a method, system, and storage medium for providing a disciplined approach to business management activities. The method includes developing an activity list of tasks and behaviors that relate to an identified opportunity, performing a time study of observable behaviors associated with the activity, and collecting data resulting from the time study and the performance of work activities. The method also includes identifying issues presented as a result of analyzing the data, generating and implementing a roadmap for resolving the issues, and training individuals affected by the roadmap in accordance with action items contained in the roadmap. The method further includes forecasting future resource requirements based upon reports generated as a result of collecting the data and identifying the issues.
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Citations
19 Claims
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1. A computer implemented method of providing a disciplined approach for conducting business management activities in a call center operating on one or more computer processors, the computer processors in communication with a host system computer over a communication network, the method comprising:
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developing an activity list of tasks and behaviors that relate to an identified opportunity; performing a time study of observable behaviors associated with the activity list in the call center; collecting, on the computer processors, data resulting from the time study and from performance of work activities, wherein the collecting comprises generating a tally sheet, a daily load review and a daily schedule control; defining key measurement indicators for the observable behaviors; identifying issues presented as a result of analyzing the collected time study data; generating and implementing a roadmap for resolving the identified issues; training individuals affected by the roadmap in accordance with action items contained in the roadmap; updating a database of roadmaps based upon notification of a compliance resulting from an activity assessment; and forecasting, on the computer processors, future call center resource requirements based upon reports generated as a result of the collecting data, identifying issues, and training individuals, wherein the future resource requirements are forecasted using the training by comparing actual progress made by individuals to planned progress for the individuals, the planned progress derived in response to a training assessment; wherein generating a roadmap includes ranking individuals amongst one another based upon observable behaviors conducted as observed in an initial screening to identify training requirements and creating an action plan and, wherein further, training the individuals includes linking a corresponding training program with the individuals in response to the initial screening, the action plan including detailed action items and metrics that guide the individuals through the roadmap; and wherein the observable behaviors comprise at least one of determining a percentage change in a number of repeat calls on a same issue over time for a work area by comparing the number of calls on the same issue with the key measurement indicators and determining a percentage change in a speed in which a customer call is answered over time for a work area by comparing a measurement of a speed in which a customer call is answered with key measurement indicators. - View Dependent Claims (2, 3, 4, 5, 6, 7, 19)
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8. A storage medium encoded with machine-readable computer program code for providing a disciplined approach for conducting business management activities in a call center, the storage medium including instructions for causing a server to implement a method, comprising:
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developing an activity list of tasks and behaviors that relate to an identified opportunity; performing a time study of observable behaviors associated with the activity list in the call center; collecting data resulting from the time study and from performance of work activities, wherein the collecting comprises generating a tally sheet, a daily load review and a daily schedule control; defining key measurement indicators for the observable behaviors; identifying issues presented as a result of analyzing the collected time study data; generating and implementing a roadmap for resolving the identified issues; training individuals affected by the roadmap in accordance with action items contained in the roadmap; updating a database of roadmaps based upon notification of a compliance resulting from an activity assessment; and forecasting future call center resource requirements based upon reports generated as a result of the collecting data, identifying issues, and training individuals, wherein the future resource requirements are forecasted using the training by comparing actual progress made by individuals to planned progress for the individuals, the planned progress derived in response to a training assessment; wherein generating a roadmap includes ranking individuals amongst one another based upon observable behaviors conducted as observed in an initial screening to identify training requirements and creating an action plan and, wherein further, training the individuals includes linking a corresponding training program with the individuals in response to the initial screening, the action plan including detailed action items and metrics that guide the individuals through the roadmap; and wherein the observable behaviors comprise at least one of determining a percentage change in a number of repeat calls on a same issue over time for a work area by comparing the number of calls on the same issue with the key measurement indicators and determining a percentage change in a speed in which a customer call is answered over time for a work area by comparing a measurement of a speed in which a customer call is answered with key measurement indicators. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for providing a disciplined approach for conducting business management activities in a call center, comprising:
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a server; a business management system executing on the server, the business management system implementing a method, comprising; developing an activity list of tasks and behaviors that relate to an identified opportunity; performing a time study of observable behaviors associated with the activity list in the call center; collecting data resulting from the time study and from performance of work activities, wherein the collecting comprises generating a tally sheet, a daily load review and a daily schedule control; defining key measurement indicators for the observable behaviors; identifying issues presented as a result of analyzing the collected time study data; generating and implementing a roadmap for resolving the identified issues; training individuals affected by the roadmap in accordance with action items contained in the roadmap; updating a database of roadmaps based upon notification of a compliance resulting from an activity assessment; and forecasting future call center resource requirements based upon reports generated as a result of the collecting data, identifying issues, and training individuals, wherein the future resource requirements are forecasted using the training by comparing actual progress made by individuals to planned progress for the individuals, the planned progress derived in response to a training assessment; wherein generating a roadmap includes ranking individuals amongst one another based upon observable behaviors conducted as observed in an initial screening to identify training requirements and creating an action plan and, wherein further, training the individuals includes linking a corresponding training program with the individuals in response to the initial screening, the action plan including detailed action items and metrics that guide the individuals through the roadmap; and wherein the observable behaviors comprise at least one of determining a percentage change in a number of repeat calls on a same issue over time for a work area by comparing the number of calls on the same issue with the key measurement indicators and determining a percentage change in a speed in which a customer call is answered over time for a work area by comparing a measurement of a speed in which a customer call is answered with key measurement indicators. - View Dependent Claims (16, 17, 18)
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Specification