On a fixed fee basis, Massini Group will, via comprehensive data analysis, documentation/reporting review, and staff and vendor interviews, characterize and quantify the best practices gaps in current operations and deliver an actionable performance improvement plan.
In the 15 years that Massini Group has been researching the performance drivers and limitations in internal and outsourced telesales and telemarketing operations, we have found a striking number of similarities in issues and remedies from operation to operation.
Massini Group tackles the problem using a three pronged approach :
- talk to the people that run the operation to understand what level of visibility they have to the core operating principles and key performance parameters ;
- examine the standard reporting and process documentation to peg the level of operational discipline and transparency that exists in the environment ;
- deep dive into all of the detailed tabular data that represents the results of the operation and test all of the preconceived notions that have been previously described.
This process generally points out a number of challenges, namely :
- the process is neither disciplined, structured nor organized enough to either produce predictable results or allow managers to exhibit enough control to manage improvements ;
- the reporting produced by the environment does not support enough transparency to diagnose and correct issues that are holding back performance ;
- efforts to optimize the process and environment are ad hoc at best ;
- well intentioned and otherwise skilled people do not have the tools to make the process better.
Massini Groups action plan generally revolves around the following operating principles :
- normalize the operations to allow performance causality to be measured ;
- improve targeting to optimize return on time spent ;
- apply discipline to allocation of resources via structured queue management ;
- institute a systemic process memory to leverage previous results ;
- right size the team and the targets to achieve optimal performance ;
- maintain adequate throughput speed ;
- assure uniform treatment of all targets so that results can be extrapolated forward ;
- disassemble the process into component parts ;
- assure that each part of the process in functioning to best practices levels by comparing to optimized benchmarks ;
- eliminate agent target sorting and disposition gaming on the floor ;
- isolate and correct process deficiencies at an agent level ;
- control operational parameters to drive positive ROI.