ServiceSPAN Home: Making Work Centers Work Better

VISIBILITY
	Know the goals of the work center are being met right now
	Have customer status available at your fingertips
	See what's going on inside your cubicles
	Track volume, duration and cycle time for each manual activity
	Understand work load vs. available staff vs. goal achievement
	Respond to upper management questions without hesitation

CONTROL
	Change work distribution and operational priorities in real-time
	Coordinate work center activities with other organizations and systems
	Hold supervisors accountable, without losing user flexibility
	Maintain accountability while flexibly distributing work
	Measure and incent users and supervisors on mutual goals

EFFICIENCY
	Users receive highest priority work instantly rather than searching for it
	More time spent making decisions instead of gathering information
	Flexibly assign staff across many types of activities
	One environment for all work, with presentation optimized for each task
	Optimize work center staff performance

INCREASED SATISFACTION
	Managers: Blindness replaced with visibility and control
	Employees: Greater equity in work distribution and accountability
	Corporation: Dramatic cost savings without the need to off-shore
	Customers: Expedited processing and improved communication

One software product
for diverse tasks, forms and
formats such as those found in:

TASK LIST MANAGEMENT

EXCEPTION MANAGEMENT

MANUAL ORDER FULLFILLMENT

ALARM PROCESS MANAGEMENT

NETWORK RELIABILITY PROCESSES

AUDIT & RESOLUTION

FIELD SUPPORT PROCESS

TROUBLE TICKET MANAGEMENT

CIRCUIT DESIGN & TURN UP

JEOPARDY MANAGEMENT

CLAIM MANAGEMENT

BUSINESS EVENT MANAGEMENT

EMAIL as part of above processes

Can You Relate To This?

At some point, companies recognize that regardless of how much they invest, work centers performing manual work will never be eliminated and employees in these work centers, as do other employees across the organization, deserve effective tools to be productive.

Fundamental to improving the work center’s efficiency is the ability to create an environment that enables less manual input and empowers users to quickly gain and process the information that will enable them to make sound decisions that expedite the completion of work.

ServiceSPAN has been providing solutions that create efficiencies in manual work centers for more than 20 years. We have learned from our experience that there are many different requirements for these work centers, and that work centers exist in an ever changing business environment. Our products allow you to address all of the different aspects of your company’s work center requirements: integrating systems, creating processes, dynamically assigning work, streamlining user interfaces and capturing performance metrics like you’ve never seen before.

Without the right tools available, managers have limited understanding of what is happening in their work centers and as a result are not equipped to improve efficiency.

Don’t Off-shore Your Problems- Address Them Directly With WCM

US workers top productivity table – BBC NEWS

Workers in the US are still more productive per person than any others in the world, the International Labour Organisation (ILO) says in a report.
http://news.bbc.co.uk/2/hi/business/6976084.stm

What’s more, the report also shows that the productivity gap between the US and most other developed economies continued to widen. The acceleration of productivity growth in the US has outpaced that of many other developed economies. “Increase in productivity is mainly the result of firms better combining capital, labour and technology.”
Source www.ilo.org

AT&T brings 4,000 jobs back in-house -US Telecom Daily Lead 02/09/2009

AT&T has placed back in-house nearly all of its 5,000 outsourced support-center jobs – most, if not all sent overseas – it has vowed to repatriate, the company said. AT&T has noted that a contract vendor under BellSouth had initially reassigned the positions offshore.

Out of India Bell unplugs offshore tech assistance –The Canadian Press 2/18/09

Bell Canada is repatriating some of the technical assistance work that has been done in India because it isn't satisfied with all of the results, the phone company's chief executive officer told the BCE Inc. shareholders meeting yesterday.

The Bangalore Backlash: Call Centers Return to U.S. -Washington Post 12/11/08

If you’d prefer a customer service agent who speaks “American” then computer maker Dell has a deal for you. Catering to consumers put off by the accents of Bangalore, Manila and other call center hubs around the globe, Dell will guarantee, for a price, that the person who picks up the phone on a support call will be, as company ads mention in bold text, “based in North America”.

Outsourced customer relations jobs to India will return to U.S. -Reuters 02/11/2009

UAL Corp., parent of United Airlines, said yesterday it will fill 165 customer relations jobs – previously outsourced to India –in the United States. The move runs counter to the trend among U.S. companies of sending jobs overseas to save money.