Bank of America Overview. Associate Metrics. Custome

1
Bank of America
CCNG 1st Quarter 2007 Call Center Overview
2
CCNG Session Agenda

• Bank of America Overview
• Associate Metrics
• Customer Delight
• Sales - Relationship Building
• Call Productivity
• Call Quality Monitoring (Kaani)
• WFM Training (John)

3
Bank of America Overview

• Bank of America is the largest Consumer Bank
  (60 of assets)
• BAC has the 1 market positions in these
  consumer markets
• Retail Banking 6,000 Stores in 23 states
• 17,000 ATMs
• Retail Deposits 13 Market Share
• Debit Cards 17 Market Share
• On-line Banking 37 Market Share
• On-line Bill Pay 67 Market Share
• Small Business 23 Market Share
• Home Equity 10 Market Share
• Credit Cards 21 Market Share
• Significant Treasury Mngt, Investment Banking,
  Brokerage
• BAC has 200,000 employees in 15 countries

4
Credit Card Services
Have relationships with over 5,000 affinity
organizationsDivisions Marketing, Fulfillment,
Servicing, Collections, etc.Customer
Satisfaction 14 locations with 300
associates / center (4,200 total agents
excludes Europe)
BELFAST
OTTAWA
SCRANTON
CLEVELAND
NEWARK, NJ
HUNT VALLEY
PASADENA
NORFOLK
PHOENIX
BREA
ATLANTA
JACKSONVILLE
We are the 800 on the back of your card
5
Phoenix Campus Overview

• 5 buildings supporting 4,000 employees (AZ
  8,000)
• 80 of campus Credit Card, 20 Electronic
  Banking
• 70 of campus call center vs operational /
  support
• Larger teams include
• Customer Satisfaction / Retention
• Collections / Skip Tracing
• Fraud / Investigations
• Claims

6
Customer Satisfaction Associate Metrics
7
Associate Accountability / Metrics
Note, all goals vary by gate / tenure, the above
are examples
8
Associate Accountability / Metrics
9
Customer Delight
Customer Delight is a process not an event!

10
Customer Delight
Customer delight and dissatisfaction scores are
the output measures of the customer experience
and are measured with a series of internal and
external surveys

11
Why create a WFM training plan?

• Across WFM there are multiple indicators that a
  comprehensive training approach is required
• Inconsistencies in our processes
• Lack of full deployment of our technology
  solutions
• New hires learn solely from OJT
• New process and tool trainings are not consistent
• Existing training only addresses full site
  training
• Peer to peer questions are also rising
• What should be the initial focus?
• A survey was created and distributed to WF
  Managers, in order to understand our gaps
• 51 questions were asked (topics listed to next
  page)
• 74 responses were received
• Each item was scored the NEED for the role
• Each item was scored on the COMPETENCY of the
  person in the role
• Focus was given topics scoring low on competency
  high on need
• Results are shown on page 4
• What are the long term items to be addressed?
• NEED PLAN TO CONSISTENTLY

12
Why create a WFM training plan?
The topics listed here are necessary knowledge
for Workforce associates to perform their role.
How is this knowledge shared today?
Setting Up TotalView Agent Definition Agent
Profiles Agent Data Agent Availability Future
Exceptions Vacation Year Information
WF Management Processes WFM Real Time
Adherence WFM Schedule Selection Event WFM Weekly
Schedules Process WFM Full Schedule
Re-alignment WFM New Hire Process WFM Scheduling
Holiday Process WFM Scheduling Planned Events
Process WFM Scheduling Training Process WFM Sick
Call Line Process WFM Temporary Schedule/Shift
Trades WFM Associate OT/Additional Hours
Process WFM Associate VTO Process WFM Associate
Schedule Trade Process WFM Associate Vacation
Change Process WFM Yearly Vacation Selection
Process WFM Error Report Optimization WFM
Intraday Performance Process (IDP) TTV New Agent
Setup Process TTV Leave of Absence Process
Processes in TotalView Adjust History Special
Distributions Special Days Move Agents to
another MU Generate Forecast and Skill
Plan/Release Generate Schedules Skill Plan
Monitor Screen Intraday Screen Skill Plan
Commitments Schedule Management Screen Individual
Agent Schedules Trade Schedules Simulate
Schedules Meeting Scheduler Schedule Bidding Real
Time Adherence Reallocation Time Utilization
Report Daily Start Stop Report Adherence Report
Vacation Planner Vacation Year Rules Vacation
Summary Vacation Group Data Vacation Bidding Move
agents to another vacation group Delete agents
from Vacation Group
13
Initial Focus
This graph represents 19 items Workforce Managers
ranked as processes associates have a HIGH LEVEL
OF NEED, but have the LOWEST LEVEL OF COMPETENCY
Process Content Process 1 - Vacation Group
Data Process 2 - Vacation Bidding Process 3 -
Vacation Summary Process 4 - Vacation Year
Rules Process 5 - WFM Scheduling Holiday
Process Process 6 - WFM Schedule Selection
Event Process 7 - WFM Full Schedule
Re-alignment Process 8 - Meeting
Scheduler Process 9 - WFM Error Report
Optimization Process 10 - Simulate
Schedules Process 11 - Skill Plan Monitor
Screen Process 12 - Skill Plan Commitments Process
13 - Generate Schedules Process 14 - Schedule
Bidding Process 15 - Reallocation Process 16 -
Special Days Process 17 - Generate Forecast and
Skill Plan/Release Process 18 - Adjust
History Process 19 - Special Distributions
NOW, before we jump into action to close the gaps
identified above, lets determine our long term
approach to training so that we can leverage our
activities to solve both the long term and short
term need. A plan has been created to address
the above gaps, and is included later in this
package.
14
Creating a WFM Training Curriculum

• What are our constraints/challenges to delivering
  training?
• Geographic diversity classroom training is not
  a feasible approach
• Time we all have multiple priorities, and need
  to balance workload, meetings, and gaining
  knowledge
• Timing new team members are constantly joining,
  making a coordinated training program difficult
• Attention span it is difficult to maintain
  focus on long conference calls or web meetings
• What elements are critical to success?
• Recurring and repeating delivery of topics
• A comprehensive list of topics not just those
  most requested
• An understanding of the objectives included in
  each topic
• Experts on each topic delivering material that
  they are passionate about
• INTRODUCING A new WFM Training Curriculum!
• 17 topics covering three themes WFM, Scheduling
  Concepts, and TotalView Forecasting
• These topics cover both processes and tools
• Delivery is via Web Instructor Led Learning
  (WILL)
• These topics are presented in a semester format
• They can be completed in series over 5 months
• There will be Fall Spring delivery of the
  curriculum
• We intend to record sessions for playback as
  needed to aid newhire ramp-up
• Curriculum will be continually maintained as
  processes tools evolve

15
Workforce Management Track courses

• WFM 101 - Workforce Management Process Overview -
  1
• FCST 110 - TotalView Forecasting Concepts I - 2
• SCHED 110 - Scheduling Concepts I - 3
• SCHED 120 - Agent Data New Hire Setup - 4
• SCHED 130 - New Hire Scheduling Setup -5
• WFM 110 - Agent Updates Maintenance - 6
• WFM 120 - Schedule Management -7
• WFM 130 - Real Time Management I - 8
• WFM 140 - Real Time Management II - 9

16
Workforce Management Track courses

• WFM 150 - Agent WebStation Requests - 10
• WFM 160 - Reporting - 11
• WFM 170 - FTE Validation Reporting - 12
• SCHED 210 - Scheduling Concepts II -13
• SCHED 220 - Advanced Schedule Features- 14
• WFM 180 - Skill Plan Monitor Decisioning - 15
• WFM 201 - Vacation Group Setup and Maintenance -
  16
• WFM 210 - Vacation Bidding Process - 17
• WFM 220 - Short Cuts, Best Practices and Open
  Forum - 18

17
(No Transcript)
18
Unplanned Absence

• What is the difference between unplanned and
  planned absences?
• Unplanned- defined as time away from work without
  prior approval, some examples include sick
  associate or family member, tardy or taking time
  off when a request has been previously denied.
• The goal for unplanned is 7.
• Planned Absence- defined as time that is approved
  and scheduled in advance, some examples include
  Vacation, Company Holidays, Personal Time, Jury
  Duty, Flex Time and approved Leaves of Absence.
• The goal for planned is 8.
• We want associates to take vacation and holiday
  time off work so we plan accordingly, we realize
  that there will be some absenteeism as well. If
  we achieve under the 7 unplanned absence goal we
  can still service our customers while respecting
  our associates personal and family needs and
  obligations.
• We need your help to ensure you are here everyday
  when scheduled and closely work with us when a
  situation arises so we can work together on the
  best solutions.

19
Unplanned Absence

• Did you know.
• On an average Monday, 255 associates are absent
  in all 12 sites. This equates to approximately
  17,500 customers who are either serviced by
  someone else or not at all.
• When you are here.
• Customer calls are answered timely, which
  improves the overall customer and associate
  experience.
• Improved service levels cause less stress for you
  and your teammates and helps to create a less
  stressed work environment.
• Coaching, Crossroad huddles, training and other
  planned activities are completed as scheduled.
• We improve our Customers Satisfaction results.
• More time can be focused on career advancement
  opportunities and personal development
• Ensures consistent compensation and potential
  incentive earnings.
• When you are away.
• The time it takes to answer a call increases
  which can cause customers to become frustrated,
  call backs and additional abandoned calls.
• Crossroad meetings and training classes may be
  reduced, cancelled or rescheduled.
• Pending time to follow up on customer commitments
  may be delayed.
• Unnecessary stress is placed on associates who
  are here delighting our customers.
• Ultimately the quality of service and customer
  experience can be severely impacted.
• Risk of impacts to pay or potential incentive
  earnings.

20
Unplanned Absence

• What is the difference between Occasional Illness
  days and the Attendance Guidelines?
• Attendance Guidelines
• The attendance guidelines are designed to ensure
  that we are able to deliver on our promise to our
  customers. Having the right number of associates
  available to service our customers, when they
  need us, is critical.
• Occasional Illness
• The occasional illness program is intended to
  ensure that eligible associates will receive
  their regular salary when they temporarily cannot
  work because of personal illness, injury, or to
  care for a family member who is ill or injured.
• Occasional illness days are like an insurance
  policy they are not intended as a use it or lose
  it benefit, but protection for your pay when it
  is needed. If you use all your occasional illness
  days you may be at jeopardy in accordance with
  the attendance guidelines.

21
Unplanned Absence

• We are here to assist you with work/life balance
  giving options when faced with a situation that
  keeps you away from work. You cant predict what
  will happen in the future but what you can do is
  plan for the unexpected.
• If you know of something in advance like a
  medical appointment, jury duty, special event
  etc. we can work with you to switch your schedule
  or use flex time versus utilizing occasional
  illness time, which can ultimately affect the
  attendance guidelines. For those things that
  immediately arise like car problems, flat tire,
  child care issues etc. ask yourselves if you can
  make arrangements to fix the issue then arrive to
  work. Always partner with your Manager to confirm
  different options or alternatives. Your
  leadership team is committed to supporting you
  with balancing your life needs and the business.
• Here are some helpful hints that will assist you
• Consider all of your choices first
• Ask for help
• Understand how your decision supports your
  personal and career goals, the customer and
  business.
• Be proactive have a back-up plan!
• Utilize Lifework benefits

22
Unplanned Absence

• Utilize the following time-off options to help
  you balance home and work issues
• Flex time -
• Pre-plan time off by making up time during the
  week based on business needs.
• Request via your TM or on-line form in Agent Web
  Station (AWS) if applicable
• Schedule trades -
• Trading days with another associate with the same
  skill
• Request via your TM/on-line form in AWS
• Change day off -
• Exchange your day off for a work day
• Arrange via your TM/on-line form in AWS
• Request via your TM/on-line form in AWS
• Vacation changes -
• Request a change in pre-scheduled vacation days
• Request via your TM/on-line form in AWS

23
Unplanned Absence

• LifeWorksLifeWorks is a free, confidential
  resource and referral program that provides
  practical advice, consultations, and seminars
  from experts who can help you manage your work
  and personal responsibilities. LifeWorks can save
  you time, with advice and useful materials such
  as checklists, booklets, audio tapes and kits.
  They also offer referrals to resources in your
  local or national community.You can reach
  LifeWorks by clicking the link above or by
  calling 1.888.734.3453.
• EligibilityLifeWorks is available to all U.S.,
  Canadian and expatriate associates and their
  spouses, domestic partners and other family
  dependents.
• Features
• LifeWorks has trained consultants and specialists
  who can provide assistance with even the most
  unique needs from finding child or elder care to
  handling stress to helping with a tax question.
• LifeWorks offers both telephone and Web-based
  access to services whichever is more convenient
  for you.
• LifeWorks Online provides Web content and tools
  like Child Care and Elder Care Locators and the
  ability to email a consultant, so you can ask a
  question or schedule a call back when it is
  convenient for you.
• LifeWorks also offers a limited number of free
  seminars to Bank of America managers and
  associates. Seminars are available on a first
  come, first serve basis. Sessions can be
  facilitated onsite for a minimum of 10 and a
  maximum of 30 associates on topics such as Stress
  Management, Taking Care of Yourself, Parenting
  and Financial Management. Seminars are conducted
  by experts within their fields and follow a
  standardized, proven curriculum.
• To Access LifeWorks
• By phone [phone]
• From the intranet use the quick link at the top
  of this page to go directly to LifeWorks Online.
• From home via the internet go to
  www.lifeworks.com and enter company name
  "bankofamerica" and password
• "lifeworks." The company name and password must
  be entered as lower case.