# Presentation: 413436

## Service with a Fed S.M.I.L.E.August 28, 2008

- Service with a Fed S.M.I.L.E.August 28, 2008

**Karen Pennell**
***Vice President***
***Customer Relations & Support***
***Federal Reserve Bank of Kansas City***

- This presentation is proprietary and confidential information of the Federal Reserve Bank of Kansas City. Any unauthorized review, use, disclosure or distribution is prohibited.

## Agenda

- Context for Customer Contact Centers
- Customers and key functions
- Customer Support Strategy
- Moving toward industry model
- Strategy and guiding principles
- Case study – Customer Contact Center operations information sharing
- Focus on people, processes and technology
- S.M.I.L.E!

## Federal Reserve Customer Support

- Established consolidated support for electronic access in 2002
- From 16 sites across the country to 2
- Call centers located in Kansas City and Minneapolis are now virtual
- Single point of access for customers
- Service setup, credential management functions

## Customer Contact Center Strategy

- Enabling professional customer service staff to get it right, right away
- Partnered with business experts
- Robust technology and telephony
- Depth and scalability
- Contingency

## Customer-focused Model

## Guiding Principles

- S = Standardize and simplify
- M = Meaningful measurement
- I  = Improve continuously
- L = Leverage technology and training
- E = Environment is everything

## Standardize and Simplify

- Define business processes to ensure your frontline delivers consistent, high-quality service
- Facilitates optimization of resources
- Any future automation requires defined, consistent business processes up front
- Don’t forget the “people” side of process – a competitive advantage in the age of technology misuse
- Focus on helping staff assimilate large amounts of information in a dynamic environment and do things right the first time
- Exceptions require process, too
- Perfect current processes while looking at new projects/enhancements to customer service

## Best Practices in Process Definition

- Establish workflows
- Incorporate customer feedback and employee feedback
- Build in Personal touch
- Warm transfers
- Ownership

## Meaningful Measurement

- Service is inside out – measure employee satisfaction, too
- Customers have the last word
- Quality and efficiency measures – be careful what you wish for!

## Improve Continuously

- Know where you want to go
- Share the objectives
- Reward innovation
- Encourage questions
- Determine key inputs
- Assess

## Leverage Technology

- It’s still about the people!!
- CRM Tools
- Sophisticated Telephony
- Workforce Management
- Online Training

## Fed CRM Goals

- Align Sales, Service and Marketing activities to cultivate strong customer relationships
- Allow the entire organization to identify, acquire, foster and retain loyal customers
- Aggregate and present data as usable information
- Provide frontline personnel the tools needed to make timely, educated decisions benefiting both the customer and the Fed

## FedCRM 

- FedCRM offers a variety of customizable views to enhance understanding of our customer relationships...

- Customer Types
- Interaction history
- Relationship to Fed
- Relationship to other customers
- Institutions and individuals

- Knowing your customer affords the opportunity to customize interactions and enhance customer experiences

## FedCRM – It’s not the tool; it’s the way you use it

- Without good data we are limited in our ability to make accurate and insightful decisions
- Toughest challenges include:
- Integrating and presenting the right data
- Ensuring consistent data capture

## Workforce Management FAQ’s

- What is Workforce Management?
- WFM is for larger contact centers; can WFM be effective in a smaller contact center?
- My excel spreadsheet works well; why change?
- I have less than 10 agents; can WFM benefit my operation?
- My staff handles other tasks and the phone queue may not be the top priority; how can WFM help my operation?
- Does WFM change the culture of my site?
- How much does it cost to implement a WFM tool?

## Workforce Management —  It’s An Art....

- Workforce Management —  It’s An Art....

- WFM encompasses four key processes:

## WFM Provides For Optimized Productivity

| Increased Operational Awareness | Efficient Scheduling | Increased Customer Service |
| --- | --- | --- |
| React quickly to staff “events” – vacations, sick, meetings, etc. | Prevents over/under staffing | Customers experience lower wait times |
| Short/Long term planning | Controls staffing costs | Staff provides better service when work-load is balanced |
| Enhanced reporting | Maintains service levels |  |

**Staffing is the largest expense for most contact centers and support organizations; **
**preventing under/over staffing is critical to maintain service levels while controlling costs**

## WFM Can Also Benefit Organizations With Smaller Groups of Staff to Manage

- WFM Can Also Benefit Organizations With Smaller Groups of Staff to Manage

## Work Force Management Example

**Federal Reserve Consumer Help Center (FRCH)**
- Hours of Operation, Mon. – Fri.   8 a.m. – 6 p.m.
- ANP 14
- Virtual Environment
- Weekly Call Volume: 640 calls
- Weekly emails: 280
**How FRCH uses WFM**
- Used daily to determine phone coverage and non-phone activities
- Management tool to easily determine who’s doing what and when
- Agents use tool to see their project time and phone time, as well as, the rest of the group.  Team more informed therefore, make better decisions

## Comprehensive Training Program

- On-site internal trainers
- Real-time information sharing
- Testing & certification process
- Online interactive tools

## Comprehensive 

**Comprehensive **
**Training Platform**

-  **Document repository**
** ****Consistent documents template**

**Monthly Staff Training Sessions**

**On-site internal trainers**

**Knowledge Management System**

**Tracking and Measurement**
-  FedLearn tracking and measurement
-  Testing and certification process
-  Knowledge challenge

**Certification    Reference Materials                    Delivery              **

## Staff Resource Website

## Customer Benefits from S.M.I.L.Eing!

- First-call resolution
- Timeliness
- Consistency
- Availability
- Access
- Accuracy

## 

Questions?

- Questions?