Activity Based Management / Balanced Scorecard

The modern-day contact center is charged with handling phone, chat, email and/or written inquiries.  In this multi-media, multi-channel environment, accurately measuring agent performance presents far greater challenges (and risks) than ever before. The days of using calls per hour, AHT or occupancy to measure agent performance are long gone.  While these metrics remain important, they are a far cry from a balanced view of agent and center performance, which should:

• Discretely measure completed work activities across all lines of business / channels
• Capture hours dedicated to core work activities versus projects, meeting or training time
• Bring cost, quality, training and service metrics together in one view (agent and team level)
• Assimilate this information into a single, total performance score
  

The consultants at Major Oak have been helping clients design and install agent based performance management systems tailored to their business specific goals and objectives for more than 15 years.  We have a driving passion for helping our clients develop the right systems for them.  With project experience in contact centers ranging from 20 - 4,000 agents, we have been able to refine a methodology, grounded in activity-based management principles, that is guaranteed to add value and reduce operating costs.  The design and implementation of ABM systems is a core competency of Major Oak Consulting. Based on hundreds of successful engagements, we can confidently testify that an ABM implementation in your business will deliver the following results:

• Provide a discrete definition of all activities based on interviews and side-by-side observations
• Identify best practices based on processing steps that are clearly defined and agreed to by the leadership team
• Establish reasonable work standards based on hundreds of side-by-side observations
• Secure agreement at all levels of leadership and staff regarding activity definitions, processing steps, best practices and work standards
• Install a Results Based Balanced Scorecard: cost, quality, training and service KPIs
• Streamline processes, implement quick-hit process improvements, increase throughput, reduce ASA and improve quality
• Re-focus leadership team on performance management, coaching and training, and increase visibility on floor
• Deliver 2:1 ROI