KPI Masterclass - from KPI's to KVI's

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2 KPI Masterclass - from KPI's to KVI's The key question is "How to become a Value based call centre and make the migration from a call-traffic based call centre"? The answer is to learn to identify, define and document those key values that your organisation expects you to contribute. This KPI Masterclass seminar will help you identify the Key Value Indicators (KVI's) uniquely suited to your service delivery activity. Wrong KPI's Call-Traffic based KPI's are NOT valuable to your organisation. Their only value is as operational guides on staffing to handle call volumes. The fact that your IT installations are limited to reporting call-traffic statistics, don't entitle these measures to any senior importance in your call centre. In fact the elevation of Call-traffic measures to the Key Performance Indicators of a call centre is probably the main cause of why customer satisfaction is declining and service staff turnover is out of control. The KPI Masterclass will dissect in details what goes wrong in service delivery, when we relay on call-traffic originated KPI's to manage our call centre. Learning from Value based service delivery We will examine in great detail the 20% of call centres delivering 1.class service and identify the Key Values on which service management has based their successful operations. The Key Value Indicators These are invariably based on understanding the commercial purpose of the Customer Service Centre. If senior management expects Service to deliver "Happy customers, who buy more, more often" then clearly our Key Values would be 'How happy are the customers?' & 'value and frequency of transactions'. The seminar will look in some detail at two KVI s: 1. Net Promotor Scoring. NPS is the single most reliable indicator of a company's potential to grow and explains why large corporations are adopting this KVI to measure customer satisfaction? 2. First Call Resolution and how the implementation results in vastly improved Customer Outcomes, drastic decline in absenteeism & staff turnover and value-add to business growth. If you need inspiration, provocation and help from actual case studies to make the transition from call-traffic based KPI's to KVI's, then this Masterclass seminar is for you. KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia

3 KPI Seminar program Day 1: Registration, Coffee & Danish Welcome & presentation of facilitator. Successful Call Centres focus on Key Value Indicators. KVI's are KPI's based on measuring the Value produced by service delivery. Characteristics of the Value based Call Centre. KPI's based on call-traffic measures invariably turns the call centre on its head and rather than producing Happy Customers, it ends up as a call-factory. What goes wrong? Which KPI's are 'false' & nearly unusable? Migrating from KPI's to KVI's. Brief introduction to KPI measurements and customer service. Niels Kjellerup looks at process mapping and a walk thru from beginning to commitment to a relevant KPI in the Customer Service Department Lunch(1 hour) The customer service department and the rest of the organisation. What is the purpose of customer service? How to make customer service results relevant for senior management. How to become more visible. Listen to specific & successful cases, which demonstrate how to significantly increase the visibility of the customer service department. KPI s and the business model. How does the KPI s relate to the rest of the organisation? How to integrate your actual KPI s. Best practices and pit-falls. The Soviet business model and bad management principles in customer service. What are the worst practices? Avoid high staff turnover hear how. Top 5 of the bad management practices. Listen to what to do instead and create top 5 of good management principles. Introduction to Net Promoter Scoring - NPS NPS is the single most reliable Key Value Indicator of a company's potential to grow. This explains why major corporation is adopting NPS End of day 1. Morning and afternoon coffee breaks are incorporated. KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia

4 Day 2: Registration, Coffee & Danish Seminar start. Brief summary of seminar day1. Presentation of today s program. KPI & Value-creation. How to compare your KPI-measurements? The sum of you KPI s should be equal to the total value-creation of Customer Service. How do we make our value-creation visible in the organisation? First call resolution KPI s in practice. Walk-thru of a fully fledged model. Where is the value to your customer service department? Actual cases- examples and results. Workshop. Group-work, where the participants learn to locate, identify and quantify the correct KPI s for your customer service department Lunch(1 hour) Measurements and customer service. What we measure is what we get! Motivate your staff by defining the relevant KPI s. Learn how you encourage your staff to take responsibility for the customer experience. It s the Customer experience, which determines excellent/mediocre customer service! Test your KPI s. The real test if a KPI is relevant. Is it an expression of how the customer experienced our service? KPI s are only relevant if they encourage improvement of the customer s experience. Become your own KPI architect. The 12 tips that will help you take your customer service centre from a Galley Slave to an engaged service centre. Summing up with Questions and Answers Seminar ends. Morning and afternoon coffee breaks are incorporated. Added value: As a participant of this seminar you are invited to become a member of the KPI Corner for customer service & call centre managers. This online opportunity is a members only website. Go to you just need to apply for the URL & access codes. KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia

5 The Seminar Facilitator Hello and Welcome, my name is Niels Kjellerup. This KPI seminar was created to help a large European client with serious challenges in the Customer Service area: Unhappy customers, growing call volumes, long wait times, demotivated service reps, increasing staff turnover, etc. I'm sure you get the picture. Senior Management was unhappy with the lack of ROI on previous investments in CTI delivery platforms and the missing documented Value-add to the business model. The contact centre and its management staff was clearly isolated from the rest of the organisation and seen not to contribute to the bottom line results. My diagnosis after the preliminary audit was: 1. Total focus on calls and not on customers and Value Creation, 2. Productivity defined as producing more completed calls in less time, 3. Lack of integrated digital processes with especially sales, but also other departments like logistics, order delivery & even accounting. Conclusion: This service operation needs Value based KVI's measurements to replace call-traffic based KPI's. 141 managers and senior service department staff attended the KPI seminar. We redefined not only the KPI's, but the entire strategic focus of the call centre. In April 2008 a project review confirmed that: 1. Senior Management was getting documentation of "happy customers, who bought more more often at a lower cost", 2. 82% of the customers felt their expectations had been exceeded, 3. staff turnover was down from 18% to 6% and 4. Call Volume had fallen 14% in the past 12 months mainly due to improved digital processes and intense coaching & training of service reps learning to engage with the customer and identifying customer needs. The migration to value based KVI's is not easy. The 'OLD' KPI's are hard to get rid of. However the introduction of the Net Promotor Scoring helps facilitate the transformation and you need to KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia

6 learn about NPS sooner rather than later, Looking forward to meeting you at the KPI Seminar. Niels Brisbane November 17, 2008 PS: I welcome your questions, just send me an nk@callcentres.com.au Date & Venue Sydney 3-4 February 2009 Star City Sydney 80 Pyrmont Street Pyrmont NSW 2009 Phone Toll Free Star City offers a wide range of king and twin Hotel rooms. Our luxurious rooms feature magnificent views of the city, Harbour Bridge & Pyrmont. All rooms are contemporary and spacious, feature marble bathrooms, stylish furnishings and modern comforts. KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia

7 Attendee Fees The fee for each attendee includes: The seminar workbook with articles, model descriptions, case-studies and copies of slides Lunch each day Coffee & Tea during the breaks Attendee Fee 1 person $ GST = $ 2420 Send 3 attendees* 50% discount for 3rd person $ GST = $ 6050 KPI Corner Member* 15% discount $ GST = $ 2057 *Only 1 discount applies per delegate Payment by credit card or bank transfer. An invoice is provided upon request. Send 3 attendees and get the half price Terms and Conditions: Each attendee agrees that the following terms and conditions shall apply to the KPI seminar. 1. A Registration is non transferable. Only with prior approval can a substitute be sent 2. Resource International reserves the right to decline registrations at its absolute discretion 3. Full payment of all fees and charges is due by no later than 10 January Should the fees and charges not be received on or before the above date, Resource Int. reserves the right to cancel your booking and assign the place at the seminar to another attendee. 4. In case of a cancellation this must be notified in writing by to resource@callcentres.com.au or by mail to Resource Int. PO Box 598, Ashgrove, Qld An admin charge of 10% of the full seminar fee is deducted for each. Cancellation later than 14 days prior to seminar date is charged with a 50% admin fee and by cancellation less than 3 days prior no refund is possible. If you're unable to attend you are welcome to send a substitute or you can transfer to a seminar at a later day. KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia

8 Register Form (Please fax to ) Seminar Sydney 3-4 February 2009 Attendee(s) Name: Job Title: Department: Company Name: Company Address: Phone: 2nd Attendee's Name: 3rd Attendee's Name: KPI Corner Member: Yes No Payment Options Credit Card Card Type: VISA Mastercard Amex Diners Club Name on Card: Card Number: Expiry Date: CCV Number: Signature: *A 3% service charge applies to all credit card payments. This transaction will appear as 'Shop Down Under' on your statement. EBT (electronic bank transfer) Bank: Suncorp Metway Name: Resource International Pty Ltd Branch: Corner Steward Road & Waterworks Road, Ashgrove Qld 4060 BSB: ACC: Please send me a receipt. Agreement I have read and agree to the Terms and Conditions with my signature: KPI Masterclass Seminars with Niels Kjellerup Sydney, Australia