Overview & Benefits of the SPOT Performance Maturity Model™

Transformational & Optimising

Optimise the performance of your contact center.

Effective management teams must concurrently achieve goals that can seem contradictory – provide the highest possible service at the lowest possible cost. The SPOT Performance Maturity Model™ coupled with the Performance Roadmap™ provides management teams a toolset that makes this possible. The SPOT Performance Maturity Model™ shows your team what is possible to achieve, the Performance Roadmap™ lets you map the way that works best for your organization and optimises the Return on Investment. A typical standard based approach (e.g., COPC or ISO) requires you to twist your organization around the requirements of the standard – vs. the SPOT Performance Maturity Model™ which flexes to your specific situation.

Executive Overview

The SPOT Performance Maturity Model™ provides contact centers, business process outsourcing, and buying organizations an easy to understand and use, performance based approach to manage for high performance. The model is built around five major Categories – Planning, Technology, Process, People, and Performance Results. It features a self-assessment methodology that couples with the Performance Roadmap tool. For each item in the Model, the Performance Roadmap™ allows the organization to rate the ROI and Strategic impact of improving from Tier 1 (adequate) to Tier 2 (superior) to Tier 3 (leading). The Performance Roadmap™ then ranks the improvement initiatives in terms of impact. For organizations seeking an external confirmation that the items in the model are indeed in place, Certification to

  • Tier 1,
  • Tier 2, or
  • Tier 3

levels can be achieved.
The model is not prescriptive as to the processes employed, metrics used, or the targets set. The model further recognizes the differences between operating a third party provider vs. a captive or internally managed operation. Governance of the model will be done through a group of users who operate in various countries and regions.

Benefits

  1. There are significant benefits of using the SPOT Performance Maturity ModelTM:
    Baseline or Benchmark current performance and processes. The model itself is not prescriptive and this allows the contact center management team to simply assess the current operation vs. trying to build a case for compliance to a specific standard (e.g., ISO).
  2. To better understand the “art of the possible” at a detailed level. For each item of the model, rather than stopping at simply being “compliant”, the Model facilitates a deeper understanding of what constitutes “adequate”, “superior”, or “leading” in terms of processes and performance.
  3. Develop and implement a high ROI Performance Roadmap based on what your organization deems important, vs. driving for compliance to the requirements of an arbitrary standard that may make little sense for your specific needs, timelines, and financial resources

Advantages of SPOT Performance Maturity Model™

  • It is a framework to drive continuous improvement over time vs. a “one-time” event (compliance);
  • SPOT provides the Performance Roadmap tool – no need to “re-invent the wheel”;
    Tier 1 simply requires the center to fully document what is in place vs. requirements of model to build the Performance Roadmap which you would need for ANY improvement initiative;
  • No requirements for expensive and time consuming training, consulting, etc;
  • Center is free to choose metrics and targets appropriate to their own business model;
  • The SPOT Performance Maturity Model™ explicitly recognizes that 3rd party providers (3PPs) have a fundamentally different objective than governmental, non-profit, or the vast majority of internally managed contact centers. 3PPs simply must make a profit or they will be shuttered. To ignore this critical dynamic is unrealistic, and what may be a good practice in a cost center or cost recovery environment could be disastrous in a for profit environment.

Performance Roadmap

The following graphics present an example of how to build the Performance Roadmap based on the performance assessment using the Model coupled with an assessment of the ROI and Strategic Importance of improving in any particular item or items of the Model.

 

 

Please click to see the graphics…

First, Rate each Item

SPOT-Rate-Each-Item

Second, Identify Gaps in each Item and Process

SPOT-Identify-Gaps

Third, Establish the Gap Priorities by Process

SPOT-Establish-Priorities

Roadmap the Current Process

SPOT-Roadmap-Current-Process

A Completed Performance “Roadmap”

SPOT-Performance-Roadmap

 

 

 

 

 

 

Types of Organizations Using the SPOT Performance Maturity Model™

Inbound and Outbound Customer Contact Centers:

These centers support end users via phone, email, web, text messaging, traditional mail, or fax. Services provided include customer service, technical support, reservations, operator services, sales, simple claims processing, and many others.

Business Process Outsourcing Operations:

This covers a wide number of service functions including processing credit checks, account set-up and modifications, start-up and activation, records management, claims processing and redemption, payment management, and other similar functions. Typically, the operations have a large number of small volume, relatively high value transactions that require more independent decision making by front line staff than found in most contact centers.

Web-site hosting Organisations:

These organizations host web applications for their own enterprise or, if a 3PP, they are hosting on behalf of their clients.

Field Service Operations:

These include operations that dispatch service technicians to end-user customer locations for repair or replacement of products covered by warranty, service contracts, or on a time and materials basis.

SPOT Performance Maturity Model™

  • The SPOT Performance Management Maturity Model™ contains 5 Categories and 69 individual items.
  • Category 1 Planning with 9 requirements
  • Category 2 Information and Telecommunications Technology with 6 requirements
  • Category 3 People with 22 requirements
  • Category 4 Process with 24 requirements
  • Category 5 Achievement & Performance with 8 requirements

The Model can be easily applied in a wide range of centers in terms of size (seats or transactions conducted), functions provided, and process complexity. The Model includes three Certification Tiers,

 

 

 

 

 

 

they are:

Tier 1 – Basic

Tier 1 requires the contact center to document compliance with each item of the Model. This demonstrates the contact center has sufficient processes, metrics and measures in place to effectively run the center. Tier 1 is the entry point for Certification, and includes all the required measures, metrics, and processes required for Tier 2 and Tier 3 Certification. Obviously, based solely on documentation, it is impossible to determine if the documented processes are being followed or metrics are being used to run the operation. The model is based on a premise that documentation is necessary but insufficient for a well-run contact center. Tier 1 Certification is intended to confirm that the center has “something to work with” in terms of a performance measurement and management system. It is no guarantee of any level of performance achievement. It is a starting point on the journey.

Tier 1 Certification requires that the contact center has:

  1. Documented each of the individual requirements of the Model.
  2. Identified the End User Facing and Enabling Process metrics and is tracking these metrics for at least three months.
  3. Provided evidence that improvement actions take place when performance targets are missed.

Tier 2 – Advanced

Tier 2 Certification requires that the contact center has:

  1. Met all the requirements of Tier 1.
  2. Performance metrics for both End User Facing and Enabling Processes are tracked for a minimum of six months.
  3. The center must have at least two structured performance improvement initiatives that address End User Facing or Enabling Processes performance results. Results must be fully documented including the data analysis used and the performance outcomes achieved.
  4. At least 50% of the total of all End User Facing and 50% of the Enabling Processes performance metrics must meet or exceed their performance targets for at least 60% of the measurement periods (or 7 of 12 months). Low volume End User Facing processes are exempted from inclusion in this assessment. End User Facing processes conducted on a Time and Materials basis are exempted from any measures of efficiency in the metrics.
  5. Service level attainment for inbound phone calls and emails must meet or exceed service level targets for those intervals that comprise 60% of the total transaction volume.
  6. Technology systems relating to end user facing and enabling processes must have uptime tracked for a minimum of six months and meet or exceed the target for at least 2/3 of the measured periods (4 of 6 months).
  7. A documented business continuity, including a strategy for data backup and recovery, is in place.

Tier 3 – Leading

Tier 3 Certification confirms the contact center has a robust and effective set of processes, measures, and metrics to run the operation. The center proactively addresses operational, financial, and satisfaction issues, and has a track record of applying sound techniques to achieve and sustain high levels of performance.

Tier 3 Certification requires that the contact center has:

  1. Met all the requirements of Tier 1 and Tier 2.
  2. Performance metrics for both End User Facing and Enabling Processes are tracked for a minimum of 12 months.
  3. The center must have at least three structured performance improvement initiatives that address End User Facing or Enabling Processes performance results. Results must be fully documented including the data analysis used and the performance outcomes achieved.
  4. At least 65% of the total of all End User Facing and 65% of the Enabling Processes performance metrics must be meeting or exceeding their performance targets for at least 75% of the measurement periods (9 of 12 months).
  5. Service level attainment for inbound phone calls, emails, chat, and SMS must meet or exceed service level targets for those intervals that comprise 70% of the total transaction volume over the measurement period.
  6. End User Satisfaction must be at or above target (if it is measured).
  7. Staff Satisfaction must be at or above target (if it is measured)
  8. Technology systems relating to end user facing and enabling processes must be tracked for a minimum of 12 months and meet or exceed uptime targets for 90% of the measured periods.
  9. IT response is measured based on a severity ranking system. Impact to system down times or accessibility is measured as a cost impact to the IMP or 3PP.
  10. Technology purchases, enhancements and upgrades are shown to address business requirement(s) and needs as reflected in the Annual Plan.
  11. A well-documented and known Business continuity plan, including data backup, storage, and recovery procedures. The plan should establish acceptable continuity levels per the annual plan. The plan needs to have been tested either in real world situations or via scenarios.

Certification is valid for one year from the date certification is granted. Centers have the opportunity to seek re-assessment at any time should they seek to improve their level of accreditation e.g. from Tier 1 to Tier 2, from Tier 1 to Tier 3, or from Tier 2 to Tier 3. The date of this second level of Certification will re-start the one-year period.
Certification applies to programs or to individual sites. If at the site level, at least 80% of the site’s transaction volumes must be assessed as part of the Certification initiative. If at the program level, at least 50% of the total transaction volume of the site must be covered by the program.

 

 

 

 

 

 

Recertification requires:

  1. re-submit the documentation with flags for any changes since the original submission or the last re-cert;
  2. conference call review with the management team;
  3. on-site structured interviews and review of performance results to ensure compliance; (d) identified deficiencies trigger a 90 day corrective action plan to rectify.

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