Method for prioritizing and presenting recommendations regarding organizaion's customer care capabilities

• US 8,200,527 B1
• Filed: 04/27/2007
• Issued: 06/12/2012
• Est. Priority Date: 04/25/2007
• Status: Active Grant

• Current Assignee: Concentrix CVG Customer Management Delaware LLC (Synnex Corporation)
• Original Assignee: Convergys Corporation (Synnex Corporation)
• Inventors: Thompson, Cameron, Pellet, Ryan, Jaspal, Devi
• Primary Examiner(s): Boswell, Beth V
• Assistant Examiner(s): Feacher, Renae
• Application Number:
  US11/741,284
• Time in Patent Office: 1,873 Days
• Field of Search: 705 738- 742
• US Class Current: 705/7.39
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/00 Commerce

Abstract

Enhancements to customer care capabilities can be prioritized and presented using a repeatable methodology which allows information to be collected, processed, and utilized in a uniform fashion across engagements. Such a methodology can be designed so as to be flexible enough for any customization which is required in particular circumstances. Various tools which can be used in such a methodology include computerized surveys, evaluation formulae, prioritization graphs, and weighing scales.

Claims

1. A method comprising:

a) collecting a set of data from one or more executives of an organization, wherein said set of data comprises a plurality of goals and a plurality of complexity levers;

b) determining;

i) a goal weight for each goal from said plurality of goals; and

ii) a complexity weight for each complexity lever from said plurality of complexity levers;

c) obtaining a first set of information by requesting that each individual from a plurality of identified subject matter experts complete a survey comprising a plurality of questions corresponding to one or more customer care capabilities from a plurality of customer care capabilities;

d) deriving a plurality of scores for each capability from said plurality of customer care capabilities, wherein;

i) for each said capability, said plurality of scores comprises a plurality of realistic scores based at least in part on the first set of information; and

ii) the step of deriving a plurality of scores for each said capability from the plurality of customer care capabilities comprises utilizing a database to determine a plurality of worst case scores for each said capability from said plurality of customer care capabilities; and

wherein deriving said plurality of scores for each said capability further includes;

iii) determining a capability rank variance score representing a distance between the organization'"'"'s current customer care capabilities and the organization'"'"'s goals; and

iv) determining an impact which will take place if an organization moves from its current practices in a capability to its goal in that capability, wherein said determining impact is based on at least a number of goals in a plurality of goals relevant to the organization, the goal weight for the plurality of goals, a worst case score for the plurality of goals and a capability rank variance for a customer care capability, wherein said determined impact is at least based on the number of goals in a plurality of goals relevant to the organization, a goal weight for a goal in the plurality of goals, a worst case score for the goal in the plurality of goals and a capability rank variance for the customer care capability;

e) prioritizing an enhancement for each said customer care capability from said plurality of customer care capabilities, wherein said prioritization is based on a set of factors comprising;

i) the goal weight for each said goal from said plurality of goals;

ii) the complexity weight for each said complexity lever from said plurality of complexity levers; and

iii) the plurality of realistic scores for the capability from the plurality of customer care capabilities corresponding to the enhancement;

f) presenting a set of results based at least in part on the prioritization of the enhancements; and

g) updating said database based on the worst case scores for each said capability from the plurality of customer care capabilities.

2. The method of claim 1, wherein the set of data comprises:

a) a goal list, wherein the goal list comprises a relative goal rank for each said goal from said plurality of goals; and

b) a complexity lever list, wherein the complexity lever list comprises a relative complexity rank for each said complexity lever from said plurality of complexity levers.

3. The method of claim 1 further comprising obtaining a second set of information by performing one or more additional steps, said one or more additional steps comprising requesting anecdotal data regarding the organization'"'"'s customer care capabilities, wherein said presenting the set of results comprises:

a) presenting the prioritization of the enhancements to the customer care capabilities; and

b) identifying one or more discrepancies between said first set of information and said second set of information.

4. The method of claim 3 wherein said presenting the set of results comprises presenting a display depicting the organization'"'"'s practices in the plurality of customer care capabilities relative to industry standard practices.

5. The method of claim 1 further comprising defining the plurality of customer care capabilities by determining, from a list of potential customer care capabilities, two or more customer care capabilities which are relevant to the organization.

6. The method of claim 1 wherein said capability rank variance score is calculated using an expected benefits curve.

7. The method of claim 1 wherein said capability rank variance score is scaled according to an organization'"'"'s preferred scale.

8. The method of claim 1 wherein said determining an impact comprises calculating, on a computer processor programmed with a set of computer-executable instructions, a score based on the following formula: