Fox Valley Technical College

1825 N. Bluemound Drive, Appleton, WI 54912-2277

DACUM
Research Chart for Call/Contact Center April 16 and 25, 2007

CALL/CONTACT
DUTIES
OPERATE PHONE EQUIPMENT 1.Loginin/Logout of system. 2. Utilize correct status/code.

TASKS
3.Navigate phone features.

OEPERATE COMPUTER APPLICATIONS

1. Operate e-mail system.

2. Operate proprietory system mainframe. 2. Open a call.

3. Navigate intranet and internet.

4. Utilize basic office applications.

MANAGE THE CALL PROCESS

1.Apply interpersonal skills.

3. Manage the call.

4. Close the call.

APPLY TECHNICAL SKILLS

1. Balance customer and business needs.

2. Apply product knowledge.

3. Identify specific terminology.

4. Determine resources.

5. Adhere to company process.

OPERATE IN A HIGH-PACED STRUCTURED ENVIRONMENT

1. Adhere to Contact Center goals.

2. Adapt to physical environment.

3. Apply time management skills.

4. Apply organizational skills.

CONTINUE LEARNING

1. Participate in coaching/mentoring sessions.

2. Participate in Quality Monitoring Program.

3. Evaluate Contact Center Data/ Performance.

CENTER
DUTIES TASKS

Job Titles Customer Service Specialist Customer Service Representative Consumer Specialist Contact Center Specialist Customer Care Associate Customer Care Professional Customer Response Representative Service Solution Representative Customer Relations (phone, mail, etc.) E-Contact Written Response Representative Web Specialist Call Management Associates

DACUM Panel of Experts

Lori Alt , HR Generalist Guardian Insurance, Appleton, WI lori_alt@glic.com Kathy Brown, Quality/Training Manager ALTA Resources, Neenah, WI kbrown@altaresources.com Sharon Cichon , Manager Humana Insurance, Green Bay, WI scichon@humana.com Amanda Finn, Operations Manager Humana Insurance Co., Green Bay, WI afinn@humana.com Andy Feutz , Customer Service Rep 4IMPRINT, Oshkosh, WI afeutz@4imprint.com Bonnie Maes , Learning Consultant Wisconsin Public Service, Suamico, WI bmaes@wpsr.com David Morris , Seasonal Team Leader Miles Kimball, Oshkosh, WI dmorris@mileskimball.com Jeff O'Brien, Training Manager Mercury Marine, Fond du Lac, WI jeff.o'brien@mercmarine.com Eric Reilley , Customer Service Manager Mercury Marine, Fond du Lac, WI eric.reilley@mercmarine.com Cathy Rutten , Customer Response Unit Training Team Leader Guardian Life Insurance, Appleton, WI cathy_rutten@glic.com Gail Trochinski, Training Manager 4IMPRINT, Oshkosh, WI gtrochinski@4imprint.com Ilene White , Trainer Miles Kimball Co., Oshkosh, WI iwhite@mileskimball.com

Lori Greiner , Manager, Call Center United Health Care Group, Green Bay, WI lori_a_greiner@uhc.com Kathy Jones , CRM Manager Schneider National, Green Bay, WI jonesk@schneider.com

DACUM Facilitators: Jonathan W. Iwanski, Instructional Design Specialist, FVTC Marge Jeffers, Director Instructional Development and Delivery, FVTC Ginny Sattler, Associate Dean, Business, Health and Services, FVTC

Knowledge, Behaviors, Skills and Attitudes Inbound versus outbound FVTC Core Abilities: Demonstrate adaptation to change. Use critical and creative thinking to solve problems, resolve conflicts, make decisions and complete tasks. Work cooperatively in a team environment. Communicate in ways that honor diversity. Demonstrate personal integrity through ethical and responsible behaviors. Schedule adherence Forecasting Multi-tasking Computer skills Keyboarding Mouse Ten-key Teamwork Resourceful Self-sufficient Differentiate between different types of contact centers Ability to apply what youve learned Study skills Mind-mapping Taking notes Dress code E-mail Written interactions Customer base Demographics Segmentation strategy Service orientation = higher skills Career path 24/7 needs/expectations of customers Cross training/resources

Future Trends and Concerns

Electronic information Specialists vs generalists Access to information Personalized service Home-based workers Self-service Off-shore Bi-lingual needs Hiring crunchshallow talent pool Talented staff move into other positions Career paths Technology improvements create job complexity Change perception of entry-level job to mouthpiece for the company Outsourcing Starting pay $11-$16, $20 after experience Communication and leadership issues in associate degree Gain knowledge of whole company through Contact Center

Tools
Office Lotus Mainframe Outlook Intranet Internet Computer-integrated telephone I3 Metrics Service levels Calls/hour Average handle time Average talk time Average hold time ACW

Acronyms ASA AUX SOX ACW QAS IVR