Vista 360
What is Vista 360?
Vista 360 is an optimisation methodology supported by an automated data capture, call structure and analysis tool. It’s an adaptation of proven time and motion studies applied to the contact centre environment. Our consultants sit side-by-side with your advisors and listen to their calls and observe how they navigate through the various applications. This rich information is captured in our Vista 360 toolset running on our consultant’s laptop.
The following diagram shows a generic call structure that forms the basis of the Vista 360 analysis. Each of the call states are timed and the actions performed are recorded. The objective is to identify the best practice call structure and call control to maximise the effectiveness of the productive element of the call and minimise the duration of the non-productive elements of the call.
Call Structure
| Reason For Call | Get Caller ID | Get Caller ID | Communication | Wrap-up | Idle |
| Un-productive Preamble | Productive Time | Un-Productive | |||
How long does it take?
Our approach requires a statistically significant sample size for each major call type. We would look to capture between 600 plus samples that contain:
- Upper quartile performers (typically 50% of the sample).
- Average performers (typically 30% of the sample).
- Lower quartile (typically 20% of the sample).
- Our focus on upper quartile performers is justified as this is the group has the potential to provide the greatest source of insight and best practice. It is not unusual for an upper quartile performer to have a superior call structure that delivers an enhanced customer experience combined with an Average Handling Time (AHT) that is 60% of the average performers.
- Typically we will have 3 consultants working on sampling and can achieve 600 samples over a
three-four day period. The data analysis is largely automated and at the end of week 1 we are able to feed back;
- Observed best practice call control.
- Training interventions to systematically deliver best practice across the centre.
- An outline benefits case.
What are the deliverables?
The outputs from a Vista 360 Study are quantified AHT targets together with the intervention and timeline required to deliver the benefits. This is supported by:
- Defined call structures for each major call type within each skill group.
- Change management dashboards configured to track the optimisation of AHT by, advisor, by team and by site across each skill group.
- Definition of the training and coaching interventions required to optimise AHT.
Benefits
- Vista 360 is a unique approach proven on over 120 client assignments that is aimed at providing a “fact based” assessment of call handling optimisation.
- Our results combine the “hard data” of the call breakdown with the “soft data” relating to the advisors contact handling capabilities. This combination ensures that our recommendations are aligned to improve operational efficiency, customer efficiency and advisor capabilities/awareness.
- Our approach is quick and inclusive using members of Wealth staff to assist with the observation.
- Our results actionable and at a granular level of detail and insight, hitherto not available.
- We can provide a range of detailed “change management dashboards” to ensure our quick win recommendations can be actioned and tracked by senior management.