1、 Collection of SANS standards in electronic format (PDF) 1. Copyright This standard is available to staff members of companies that have subscribed to the complete collection of SANS standards in accordance with a formal copyright agreement. This document may reside on a CENTRAL FILE SERVER or INTRA
2、NET SYSTEM only. Unless specific permission has been granted, this document MAY NOT be sent or given to staff members from other companies or organizations. Doing so would constitute a VIOLATION of SABS copyright rules. 2. Indemnity The South African Bureau of Standards accepts no liability for any
3、damage whatsoever than may result from the use of this material or the information contain therein, irrespective of the cause and quantum thereof. ISBN 978-0-626-21971-0 SANS 990-2:2008Edition 1SOUTH AFRICAN NATIONAL STANDARD Business process outsourcing and offshoring operations Part 2: Inbound con
4、tact centre operations Published by SABS Standards Division ag X191 Pretoria 00011 Dr Lategan Road Groenkloof Private B11 Fax: +27 12 344 1568 Tel: +27 12 428 79s.co.zawww.sab SABS 0-2:2008 SANS 99dition 1 ETable of changes Change No. Date Scope oreword FThis South African standard was approved by N
5、ational Committee SABS TC 99, Business process outsourcing and offshoring, in accordance with procedures of the SABS Standards Division, in ompliance with annex 3 of the WTO/TBT agreement. cThis document was published in September 2008. This document supersedes ARP 099-2:2007 edition 1). (SANS 990 c
6、onsists of the following parts, under the general title Business process outsourcing and ffshoring operations: oart 1: Outbound contact centre operations. Part 2: Inbound contact centre operations. Part 3: Back-office processing operations. PReference is made in 5.9.6, 5.11.2, 6.3.7 and 6.3.8 to the
7、 “relevant national legislation“. In South frica this means the Labour Relations Act (Act No. 66 of 1995) (as amended from time to time). An South Africa, the following legislation also applies: I) ta he Basic Conditions of Employment Act (Act No. 75 of 1997) (as amended from time to time); ) tb he
8、Employment Equity Act (Act No. 55 of 1998) (as amended from time to time); ) tc he Skills Development Act (Act No. 97 of 1998) (as amended from time to time); ) td he Occupational Health and Safety Act (Act No. 85 of 1993) (as amended from time to time); ) te he Skills Development Levies Act (Act No
9、. 9 of 1999) (as amended from time to time); ) tf he Unemployment Insurance Act (Act No. 63 of 2001) (as amended from time to time); g) the Compensation for Occupational Injuries and Diseases Act (Act No. 130 of 1993) (as amended from time to time); and h) the Broad-based Black Economic Empowerment
10、Act (Act No. 53 of 2003) (as amended from time to time). nnexes A, B and C form an integral part of this document. ASANS 990-2:2008 Edition 1 1 Introduction Effective quality management strikes a balance between the positive experience of the customer who receives a service and the business risk of
11、the service provider who delivers the service, which will ensure benefit to both parties. Management practices have been divided into four categories in this standard, namely: leadership and customer service management practices; human resource management practices; operations management practices;
12、and technical resource management practices. This standard focuses as much on the service delivery dimension of quality management as on the existence and intended function of the underlying processes on which such delivery is based. SANS 990-2:2008 Edition 1 2 This page is intentionally left blank
13、SANS 990-2:2008 Edition 1 3 Contents Page Foreword Introduction 1 Scope . 5 2 Normative references. 5 3 Definitions. 5 4 Leadership and customer-service management practices 15 4.1 General 15 4.2 Organizational focus on quality 16 4.3 Operational plans.17 4.4 Legislative requirements 17 4.5 Industry
14、 sector requirements . 18 4.6 Root-cause analysis. 18 4.7 Client satisfaction. 19 4.8 Customer satisfaction. 19 4.9 Risk management 20 5 Human resource management practices . 20 5.1 General 20 5.2 Management structure . 20 5.3 Code of conduct.21 5.4 Staff management model. 21 5.5 Recruitment and sel
15、ection of staff 21 5.6 Skills requirements.22 5.7 Skills evaluation . 23 5.8 Internal communication 23 5.9 Performance management 24 5.10 Training 24 5.11 Shift management 25 5.12 Health and environmental management 25 5.13 Safety and security procedures . 26 5.14 Reward and recognition programmes 2
16、6 5.15 Management of staffing agencies 27 5.16 Staff satisfaction. 27 5.17 Staff development 27 5.18 Attrition . 28 6 Operational management practices . 28 6.1 General 28 6.2 Capabilities. 28 6.3 Capacity planning.29 6.4 Customer-related process management 30 6.5 Support processes . 31 6.6 Quality a
17、ssessment 32 6.7 Performance reporting . 34 SANS 990-2:2008 Edition 1 4 7 Technical resource management practices . 34 7.1 General 34 7.2 Data security 34 7.3 Disaster recovery .35 7.4 Management of internal technical support. 36 7.5 Management of external technical suppliers . 37 7.6 Data managemen
18、t 38 7.7 Management information systems. 38 7.8 Fraud risk management . 38 7.9 Security procedures . 39 7.10 Management of interactive voice responses (IVRs) 39 7.11 Interaction routing 39 Annex A (normative) Capabilities and capacity 40 Annex B (normative) Customer-related processes 41 Annex C (nor
19、mative) Operation and supplier management. 46 Bibliography. 51 SANS 990-2:2008 Edition 1 5 Business process outsourcing and offshoring operations Part 2: Inbound contact centre operations 1 Scope 1.1 This standard specifies generic requirements for quality operational practices in the business proce
20、ss outsourcing and offshoring sector (the “BPO b) corporate services (for example, finance and accounting, and IT services); c) customer contact (for example, inbound and outbound calls, e-mails, faxes, billing and technical support); and d) specialized services (for example, services in the areas o
21、f banking, insurance, healthcare and telecommunications). 3.19 business unit entity responsible for defined customer interactions, and transactions or business processes (or both) on behalf of the parts of an organization that are not wholly vertically integrated with the rest of such organization N
22、OTE A shared service centre is an example of a part of an organization that is not wholly vertically integrated. 3.20 caller waiting tolerance amount of time that a caller is prepared to wait in an inbound queue before dropping a call 3.21 campaign custom-designed initiative that targets prospective
23、 or existing customers (or both) for desired outcomes 3.22 capacity total number of agents, team leaders and supervisors who are available to be in the back-office transaction centre at any given time to meet targets 3.23 capacity total number of agents, team leaders and supervisors who are availabl
24、e to be on the floor at any given time to meet targets 3.24 capacity forecasting practice of predicting how many agents are required to meet output targets over any specified period 3.25 capacity forecasting practice of predicting how many agents are required daily to meet service level targets at s
25、et intervals 3.26 capacity forecasting practice of predicting how many agents are required to meet output targets over any given specified period SANS 990-2:2008 Edition 1 9 3.27 capacity planning planning of the total number of agents, team leaders and supervisors required to be in the back-office
26、transaction centre at any given time to meet targets 3.28 capacity planning planning of the total number of agents, team leaders and supervisors required to be on the floor at any given time to meet targets 3.29 captive service clearly identifiable and standalone business unit that is owned and run
27、by an organization that retains control over the functions of the business unit cf. business unit (3.19) 3.30 client organization that procures the services of an outsourced operation cf. customer (3.36) 3.31 competency ability to do work efficiently 3.32 contact centre central point from which an o
28、rganizations contacts with customers are managed, and that comprises one or more telephone call centres, collection centres, telemarketing centres and response centres that handle a variety of customer contacts and interactions through inbound and outbound telephone calls, faxes, postal mails, e-mai
29、ls, web-based and other electronic communications 3.33 contact-centre manager staff member who usually translates organizational plans into contact centre functional plans, co-ordinates and allocates resources, and optimizes the functional system to achieve operational effectiveness and to ensure th
30、at best operational practices are implemented NOTE Staff on this level are typically on the remuneration grading levels of Paterson levels D1 to D4, Peromnes levels 7 to 5, and Hay levels 371 to 734. 3.34 critical error incorrect action that could, or does, result in the loss of a customer or revenu
31、e (or both) to the operation 3.35 critical service service that is provided for customers to address emergency situations, that typically operates on a 24-hour basis, and that is usually determined by the operation in a service level agreement with each client NOTE Examples of critical services incl
32、ude (but are not limited to) emergency medical assistance, assistance in fire and utility emergencies, and assistance in incidences of fraud, theft, violence, car breakdowns and loss of property. SANS 990-2:2008 Edition 1 10 3.36 customer end user of products or services (or both) who is directly se
33、rviced by the operation cf. client (3.30) 3.37 customer-related process any series of actions of the operation that directly relates to the provision of the services for which the operation is retained by a client NOTE These processes include all aspects of customer-interaction processes and escalat
34、ion processes. 3.38 customer-relationship management CRM collective means by which an operation manages relationships with its customers in an organized way NOTE This type of management includes methodologies, software, internet capabilities and personal interactions. 3.39 cycle set of actions neede
35、d for transaction processing to take place successfully 3.40 cycle set of actions needed for any customer interaction to be completed or any customer query to be resolved (or both) 3.41 cycle time stipulated period within which a cycle is completed cf. cycle (3.39, 3.40) 3.42 data integrity conditio
36、n of existing data that are relevant to the purposes for which the data are intended, accurate reflective of the situation or circumstances the data are intended to illustrate, and prepared on an objective, unbiased basis NOTE Performance measurement is an example of one of the purposes of data inte
37、grity. 3.43 disaster event such that the operations ongoing ability to function effectively is severely compromised 3.44 disaster recovery plan formally documented plan that addresses the ability of the operation to resume operations after a disaster 3.45 escalation process whereby a customer enquir
38、y is referred to an appropriate point in the operation for resolution, involving a team leader, supervisor or manager or a different department altogether to the operation SANS 990-2:2008 Edition 1 11 3.46 forecast accuracy performance metric used to assess the efficiency of capacity forecasting 3.4
39、7 forecasted volume projection of the volume of operational activity by type that ensures sufficient capacity to meet service delivery requirements efficiently 3.48 holding time time during which a telephone caller is actively placed on hold by an agent 3.49 inbound initiated by a customer with the
40、operation 3.50 interaction routing automated method that is used to allocate electronic and voice interactions of customers with agents, and that is prioritized-based on the availability of the agents and the amount of time since the last call was handled 3.51 interactive voice response IVR automate
41、d telephony system that interacts with callers, gathers information, routes calls to the appropriate recipient, accepts a combination of voice telephone input and touch-tone keypad selections, and provides appropriate responses in the form of voice, fax, call-back, e-mail and other media 3.52 login
42、time time during which an agent is logged in to the automatic call distributor 3.53 management information system MIS system specifically used by the operation to gather and report data on its performance in accordance with predetermined metrics 3.54 non-critical error incorrect action that does not
43、 threaten to result in the loss of a customer or revenue (or both) to the operation 3.55 non-voice contact contact initiated by a customer with the operation by means of a medium other than telephone or voicemail 3.56 occupancy time actively spent dealing with a customer interaction SANS 990-2:2008
44、Edition 1 12 3.57 offshoring process of conducting outsourced work for international organizations to international markets by an offshore organization 3.58 on-time metric used to determine the total number of electronic transactions by type completed within any given cycle time cf. cycle time (3.41
45、) 3.59 on-time metric used to determine the total number of electronic customer interactions completed by type within any given cycle time cf. cycle time (3.41) NOTE 1 On-time is expressed as a percentage of the total number of electronic customer interactions by type received within a cycle time. N
46、OTE 2 Customer interactions and electronic transactions not completed during such time form part of the backlog calculation. 3.60 operation inbound or outbound contact centre or back-office processing operation that adheres to this standard 3.61 outbound initiated by the operation with a customer 3.
47、62 output transactions that are successfully completed during any specified period 3.63 output calls that are answered and e-mails and faxes that are handled successfully 2.64 output customer interactions that are completed successfully 3.65 output productive time period during any given day during
48、which yield is highest by reference to the customers targeted and the type of product/service offered 3.66 outsourced operation third party service provider retained by an organization to perform business functions on the organizations behalf SANS 990-2:2008 Edition 1 13 3.67 outsourcing obtaining a
49、 third party to fulfil specific business functions on behalf of a company in exchange for payment cf. BPO and b) publication of its stated focus on customer satisfaction, efficiency and quality in the workplace in a form clearly visible to all staff members, clients and customers. 4.2.3 The operation shall demonstrate that its stated focus on customer satisfaction, efficiency and quality represents an integral aspect of its a) stated values, b) code of conduct, c) organizational structure and reporting lines (including any restructure or realignment of reporting responsibi
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