Abstract:
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In the Customer Service departments in Hilti it has been implemented a system called
Global Contact Center (GCC). The GCC permits the automatic recognition of a calling
telephone number if it belongs to a customer in the database. The benefits obtained with
this system implementation are not exploited if the telephone number is not recognized
and this is why the key performance indicator of GCC is the Hit Rate (the number of
recognized calls divided into the total amount of calls)
This document analyzes the factors that affect this Hit Rate and gives practical solutions
to optimize the Hit Rate.
In first place it is briefly described Hilti and its focus on data quality as strategy to provide
a good service level to final customers.
Then it is studied the relation between Hit Rate and the Data Quality indicators that were
already designed by Hilti among the different countries (MOs) and different periods of
time. Due to the current high and similar level of those Data Quality indicators, the relation
found is weak. This inexistent relation for the current level of Data Quality is confirmed by
restricting the analysis only to the calling customers. However, it is proved that if the Data
Quality indicators drop below certain level the Hit Rate can be negatively affected.
The second factor studied is the competence level of the agents to update telephone
numbers that are not recognized by the system and hence enlarging the database.
In order to measure the agents‟ updating level in the different MOs it has been designed
and implemented three competence indicators. By analyzing those indicators it is
concluded that the MOs have very asymmetric competence level and that there is a lot of
room for improvement.
To ensure an improvement in this area, Hilti should be able to measure those
competences so a detailed technical description for those indicators is provide as well as
different practical possibilities to implement those indicators.
Finally, it has been studied other factors which Hilti cannot control but which have an
effect on the Hit Rate such as the new customers calling to the Customer Service, or the
customers calling from a “suppressed” telephone number.
As additional information it has been done a particular study per MO in order to study the
specific situation of each MO and the different actions that should be taken.
The final conclusion is that the Hit Rate can still be improved, especially by improving the
updating level. Hilti should focus on implementing measuring indicators to rate the
competence among the agents so the updating level can be set as a target. The global
team should also facilitate the updating process by improving the system to make it more
intuitive and faster. |