2011年8月1日星期一

北京CBD地塊招標充滿戲劇性 底價疑提前泄密

北京CBD地塊招標充滿戲劇性 底價疑提前泄密

http://www.innobizoffice.com

  北京CBD核心區地塊招標充滿了戲劇性。

  7月8日,9宗地塊的結果甫出,業內又是一片嘩然。由此帶來的問題更是一個比一個懸疑:中信聯合體竟然給出了與底價完全一致的“精準報價”,拍賣底價提前泄密?如此指哪打哪,中信聯合體如此精準結果竟也流標,誰讓“不符合規定的企業”參與了競拍?另一家拍得一地塊的安邦人壽保險的合伙拿地人濤力投資沒有房地產開發資質,那它是誰的馬甲?CBD核心地塊集中推地,開發商卻不積極,真的是被“打了招呼”不愿陪標?

  《華夏時報》多方采訪了解到,部分開發商因為看不到希望的確是放棄了陪標,而詭異的“精準報價”背后隱藏的畢竟是某種交易。

  “從Z9和Z11地塊的報價情況來看,企業之前應該是知道底價的,否則企業拿地時正常的招標報價都會采取溢價30%以上的價格策略。”一位業內知情人士對表示。

  意外的招標結果

  7月8日,北京市土地整理儲備中心網站上掛出公告公布了CBD9個地塊的出讓結果。

  其中,最為各方關注的中信聯合體“精準報價”以“投標文件內容違反《中華人民共和國商業銀行法》”為由投標資格“被判無效”。Z11地塊也被宣布流標。

  不過,中信集團的其他所屬聯合體,卻仍然斬獲頗豐。其中,中信集團和中國投資有限責任公司聯合體仍然獲得了Z8地塊,中信集團和北大方正、聯通租賃、安邦財險的聯合體中標Z10地塊;中信集團、中信地產和泰康人壽、和協海峽的聯合體打敗萬科和泛華建設的聯合體奪得Z12地塊。

  在新增的三宗地塊競標中,三宗地塊中均報出最高價的SOHO中國又一次無緣CBD,一幅地塊都沒有拿到。Z1a、Z2a、Z2b分別被中國國際期貨、陽光保險集團聯合體和三星生命保險聯合體拿到。

  而值得注意的是,在這9宗地塊的競標結果中,除了流標的Z11地塊外,僅有Z12一幅地塊是由“價高者得之”,其余7幅地塊的中標價格都非最高報價。

  之前沒有參加過CBD核心區第一輪投標的龍頭房企萬科,這一次雖然聯合了住建部原直屬企業泛華建設集團,卻在Z12地塊的競標中悄然落敗。據了解,泛華建設此前參加了第一階段投標,但得分比較低。

  而在開標之前,就曾有消息人士分析,盡管萬科在收購贏嘉中心后,進軍商業地產的腳步更加堅定,但此次參與競標,萬科更有可能是“被拉來做大旗陪標”的,以增加泛華建設集團奪標的勝算。

  企業不愿再陪標?

  當然,陪標的也不僅僅只是萬科。事實上,據了解,部分企業甚至提前猜測到了“陪標”結局,早早放棄了第二輪競標。

  時間回到7月6日上午9點40分,北京國土局二層的土地交易大廳。雖然距離招標開始還有一個小時,但是部分參與投標的企業人員和京城各媒體的已經等候在那里了。

  根據北京市土地儲備整理中心發布的公告,此次開標的9宗地塊皆為商業金融用地。其中的Z8、Z9、Z10、Z11、Z12、Z13六幅地塊,已于去年8月完成了第一輪規劃設計方案的投報,本次進行的是第二輪綜合內容投報。

  而另外的Z1a、Z2a、Z2b 3幅地塊,則以沒有任何門檻限制的普通綜合評標方式首次出讓。

  不過,與去年CBD首批6地塊開標時略有不同的是,這一次的開標現場顯得頗為冷清,交易大廳里有1/3的座位空著。記得,去年第一批土地出讓時,整個交易大廳熙熙攘攘,座無虛席。

  由于9宗地塊都被規劃為商業金融用地,因此參與招標的企業中,金融企業的表現最為活躍,包括中投公司、中信銀行、招商銀行等大佬悉數到場。而參與競標的知名房企則只有SOHO中國、北京萬科、萬通地產、首創置業等幾家。

  “盡管看上去這次來競標的企業不算少,但這次招標的地塊比去年多了三塊,尤其是進行第二輪投標的6幅地塊,其中有兩幅地塊都只有一家投標聯合體,其他地塊也都只有兩家投標人。”招標結束后,在現場的一位競標企業人員樸哲告訴。

  而查詢了去年首批6地塊競標企業情況后發現,去年除了一幅地塊為13家企業聯合體作為唯一投標人之外,其余每幅的競標企業都在三個以上。

  “出現這種情況的原因,主要是因為投標規則的設置,讓一些在上一輪排名稍微靠后一點的企業都不愿意來‘陪標’了。”本次競標企業人員樸哲告訴。

  而在此前,據從一位參與競標的企業處了解到,通過第一輪方案評選,有實力的企業“基本已被鎖定”,機會較小的企業都放棄了。而按照這一說法,那么此輪競標中,放棄“陪標”的企業應該不在少數。

  詭異的投標

  部分企業不再陪標的同時,中信的表現卻有點詭異。

  去年在首輪投標中,中信集團曾經獨攬了五幅地塊的“頭名狀元”,此次中信又參與了6幅地塊的競標,共涉及資金130多億元。

  當然,這其中要數Z11地塊的結果最“令人感慨”。

  根據招標文件,Z11地塊規劃建筑面積14萬平米,主持人當場拆封招標底價,宣布這一地塊的底價為26.32億元時,在場外收看直播視頻的企業人員和都議論紛紛:“這幅地塊的底價比之前的地塊都高不少啊!”

  而當主持人讀出中信聯合體的報價也是26.32億元時,場內場外都是一片噓聲。但好戲還在后頭,當大家發現這一地塊只有中信聯合體一家報價時,場外圍觀的人群頓時炸了鍋,一位在場外的企業工作人員表示,“報價太精準了,這樣的情況應該是百年不遇吧。”

  當時在場的所有人幾乎都已經認定,Z11地塊非中信聯合體莫屬。

  但競標結果出來后,Z11地塊卻被認定為流標。而北京市土地整理儲備中心對此只用了短短兩行字解釋:“由于只有中信銀行股份有限公司和中國中信集團公司投標聯合體參與了該宗地第二階段的投標,因其投標文件中的有關內容違反了《中華人民共和國商業銀行法》的規定,投標被確定為無效投標,按流標處理。”

  隨后,咨詢了盈科律師事務所長期關注土地行業的趙斌主任,趙斌對這一地塊的結果也大感意外:“違反商業銀行法規定?原來很少碰到這樣的情況。”

  趙斌向表示,如果僅從報價與標底一致上看,由于競標現場都有公證人員,只要符合程序規定,投標結果就可以判定為有效。僅從目前已知的信息來看是無法判斷中信聯合體如何違規。

  誰的馬甲?

  另外一個存疑的,還有Z9地塊。

  Z9地塊的投標人也僅有一家,即安邦人壽保險聯手的濤力投資。這一地塊的標底價格為22.56億元,而投標聯合體的報價為22.92億元,僅比底價高出了0.32億元,溢價率僅為1.4%。統觀第二輪招標的其余5幅招標地塊,競標價格的溢價率都在32.4%以上。

  但頗為奇怪的是,濤力投資的身份也成了一大懸疑。

  在投標現場,當“濤力投資”被提到的時候,隨即就有不少在場的媒體人士表示,“濤力投資”就是遠洋地產的下屬“馬甲”企業。

  根據在CBD核心區12地塊第一輪招標結果公布時了解到,當時一家競標企業曾經向媒體公開曝出有一個地產企業使用了兩個企業代碼,并分別在兩幅地塊上都獲得了第一名,即Z6地塊的Z6-M08-A10和Z9地塊的Z9-M02-A05。當時獲得Z6地塊的企業正是遠洋地產聯合體,當時便有消息稱競標Z9地塊的第一名便是遠洋。

  但本輪投標結束后,遠洋地產卻對媒體否認了濤力投資是其下屬企業的說法,稱濤力投資與遠洋地產毫無關聯。

  如果濤力投資與遠洋無關,又引發另一重要問題。根據本輪投標現場主持人宣布的信息,Z9地塊中標人安邦人壽并沒有房地產開發資質,北京濤力投資管理有限公司房地產開發資質也為“無”。但是,按照此前公布的招標規則,要求參與第二輪競標的企業或企業聯合體中有至少一家企業具有房地產開發資質。

  對此,土儲中心工作人員向表示,投標企業的競標代碼屬于保密信息,只有工作人員才能調檔查詢。對于都沒有房地產開發資質的情況,他們表示并不清楚。

  底價提前泄密?

  至此,CBD9宗地塊似乎塵埃落定。但其中謎團太多令人費解。而中信此前的“精準報價”并未因為地塊流拍被人遺忘。各種蛛絲馬跡,似乎仍對底價泄露進行著佐證。

  “有個別企業是開標之前就已經定下來的。”去年年底,CBD核心區12地塊第一輪開標時,一家曾經參與投標的開發企業就向表示,由于CBD地塊的特殊性,招標伊始,相關部門就表現出了“傾向性”。

  “操作的空間還是有的,雖然打分標準最模糊的綜合實力評分減少了10分,但分值仍然不少,作用還是十分關鍵。”本次競標企業人員樸哲告訴。

  而對于地塊的底價,按照業內分析人士的說法:“就目前而言,企業知道競標底價,對政企雙方都不是壞事,對政府來說地價就可控,對企業來說知道底價就多了幾分勝算。”而據多方了解,首批6地塊的實力派投標企業幾乎都通過各種辦法,探知了政府招標的底價。

  曾經在CBD剩余9地塊開標之前,在采訪北京一位房地產開發商時了解到,今年3月份CBD剩余地塊招標的預通告公布后,相關部門曾多次向開發商“打招呼”,“意思是價格不要報得過高,因為這一批地塊屬于重點關注區域。”


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北京CBD核心區8宗地成交200億

北京CBD核心區8宗地成交200億

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  今天上午,北京市土地整理儲備中心公布了CBD核心區8地塊投標結果,中信聯合體囊括其中3宗地,而均以最高價投標3地塊的潘石屹毫無斬獲。

  當日中國中信集團、中信銀行股份有限公司聯合體因26.32億元的報價與底價一致受到質疑,Z11地塊未公布結果。今日公布的8宗地出讓價款達199.6億元,平均樓面價21011元/平方米。

  中國投資有限責任公司和中國中信集團公司投標聯合體以288000萬元競得北京市朝陽區東三環北京商務中心區核心區Z8地塊地塊國有建設用地使用權,樓面價19200元/平方米。

  安邦人壽保險股份有限公司和北京濤力投資管理有限公司投標聯合體以229200萬元競得北京市朝陽區東三環北京商務中心區核心區Z9地塊地塊國有建設用地使用權,樓面價19100元/平方米。

  北大方正集團有限公司、聯通租賃集團有限公司、安邦財產保險股份有限公司和中國中信集團公司投標聯合體以345000萬元競得北京市朝陽區東三環北京商務中心區核心區Z10地塊地塊國有建設用地使用權,樓面價23000元/平方米。

  泰康人壽保險股份有限公司、中信房地產股份有限公司、和協海峽信用擔保有限公司和中國中信集團公司投標聯合體以308000萬元競得北京市朝陽區東三環北京商務中心區核心區Z12地塊地塊國有建設用地使用權,樓面價22000元/平方米。

  國壽投資控股有限公司、中國人壽資產管理有限公司、北京萬洋世紀創業投資管理有限公司和北京萬通地產股份有限公司投標聯合體以265628萬元競得北京市朝陽區東三環北京商務中心區核心區Z13地塊地塊國有建設用地使用權,樓面價22135元/平方米。

  中國國際期貨有限公司以120100萬元競得北京市朝陽區東三環北京商務中心區核心區Z1a地塊地塊國有建設用地使用權,樓面價20016.7元/平方米。

  陽光財產保險股份有限公司、陽光人壽保險股份有限公司和陽光保險集團股份有限公司投標聯合體以187200萬元競得北京市朝陽區東三環北京商務中心區核心區Z2a地塊地塊國有建設用地使用權,樓面價20800元/平方米。

  三星生命保險株式會社和三星物產株式會社投標聯合體以253320萬元競得北京市朝陽區東三環北京商務中心區核心區Z2b地塊地塊國有建設用地使用權,樓面價21110元/平方米。


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2011年7月31日星期日

Accommodation Options For Tourists And Business Travelers In Sydney

Accommodation Options For Tourists And Business Travelers In Sydney

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Sydney is one of the most beautiful harbor cities in the world and has truly developed to accommodate international travelers from across the globe. It is a cosmopolitan city that has managed to retain the charm of its historic past.

The contemporary structures of the Sydney Harbor Bridge, the expanse of the Darling Harbor and the sheer magnificence of Sydney Opera House are complemented by the cobbled streets of The Rock's District which is the historical part of Sydney.

Sightseeing in Sydney

On your visit to Sydney you will truly be amazed by the options available for indulging in outdoor activity or enjoying the cosmopolitan culture offered by the city. You can climb to the iconic Sydney Harbour Bridge or take the tour of the Sydney Opera House, and even enjoy a recital at the Opera House.

If you are the adventurous kind you can surf at Bondi Beach with the experts, or visit the koalas in the Taronga Park Zoo and cuddle them! Whatever your plan, Sydney has bridges, ballet and beaches where you are sure to enjoy your time and make lifetime memories during your trip to Sydney.

Accommodation Options

After a day spent exploring the historical sites or the contemporary architecture and beaches in Sydney you can relax in the comfort of your spacious apartment and perhaps prepare a wholesome meal to enjoy in the comfort of your room.

There are a variety of highly equipped serviced apartments scattered around the city of Sydney allowing you to choose one in the neighborhood that you would like to reside in during your short stay in the country. Whether you are businessman, tourists or relocating to the country to start a new job or educational pursuit, apartments in Sydney offer a better option for living as they are cheaper than a room in Sydney hotels. Also, they offer facilities like weekly housekeeping, linen change and laundry for a fraction of the cost in hotels.

You can have safety, comfort, privacy and also control your expenses by living in Sydney serviced apartments. The entire apartment functions as an independent unit and you can enjoy the equipment available in the premises, unlike hotel rooms which have limited items and options and are quite costly.

Accommodation in Sydney is managed by trained staff who aim to make your stay comfortable and enjoyable. Most of the concierge in the serviced apartment are locals and are trained to help out-of-towners to make the most of their trip to Sydney.

Sydney is not an economical city to reside in and especially if you are with the family or business group. Serviced apartments can be the ideal solution to your accommodation needs, as you can use the facilities of the in-house business center, fitness center, gymnasium and swimming pool.

Furthermore, if you want to conduct meetings you do not need to hire meeting rooms as you would in a hotel in Sydney. Instead you can conduct meetings in the privacy of your apartment for as long as you require. Your family would also appreciate the comfort of a home away from home.


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About the Call Center Industry of the Philippines

About the Call Center Industry of the Philippines

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The BPO or Business Process Outsource industry is one of the largest industries in the Philippines. This is because the country is now known as the hub for professional outsourced services in the world market. And part of what made the BPO industry successful is because of another successful industry in the Philippines that now dominates the world market. This is the call center industry.

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About the Call Center Industry of the Philippines

The call center industry of the Philippines had been recently recognized by the global market as the largest provider of Outsource Call Center services in the world, placing the Philippines as the call center capital or hub of the world. But when the industry started, it wasn't even a provider of call center services, but as a plain provider of email response and managing services.

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Brief History

The call center industry of the Philippines first started as a provider of email management. Similar to what it is today, the industry in the past is also made up of several third-party companies and agencies providing email management to different businesses in the Philippines.

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The industry had shifted, however, when a number of these third-party companies and agencies had started to offer live answering services in addition to their email management services. But due to the fact that call center services are far more useful compared to email management, the demand had dramatically shifted to this new services, which then led to the decline of demands for email management until it was forgotten in the market.

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Growth of the Industry

One of the few reasons why the industry had grown in the Philippine market was due to the many new call center services that many new call center companies and agencies had provided in the Philippines.

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From its initial call center services, the industry had introduced a truly diverse collection of call center services which includes almost all types of customer relation services such as travel services, technical support, education, Order taking services, reservation services, customer care, financial services, as well as online business to customer support, and online business to business support.

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Because of these services, the industry was able to penetrate a number of markets in the Philippines that led to its massive expansions in the market. However, other than the Philippine market, the industry was also able to penetrate the world market due to the fact that labor costs and production in the Philippines is much more affordable.

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Less Expensive but Professional Workforce

One of the main reasons why many foreign investors had chosen the Philippines is because of the skills, fluency, and lesser labor cost of Filipinos compared to other Asian countries in terms of providing the best call center services in the world market.

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From their skills in providing call center services such as Order taking service to more complicated services, the Philippines was quickly recognized in the world market as the best provider of call center services around the world. For more information visit to our site http://www.magellancallcenter.com/


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A Virtual Office in NYC for Home Businesses

A Virtual Office in NYC for Home Businesses

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For many modern business models, the traditional downtown office building is not an option. Smaller companies and businesses that do not require considerable face time with clients can benefit from utilizing office business centers to rent office space as needed. Small operations and home businesses may only need a professional address and a mail forwarding program. This concept, called a virtual office, is especially important in places like New York City where space is at a premium. A virtual office in NYC is the economic way to have many of the benefits of an office without the added personnel and costs. Read on to find out if your company is a good candidate for a virtual office and to learn about the potential benefits for your business.

Space services are the crux of the virtual office concept. The idea is to keep office expenses at a minimum without sacrificing the professional standard your company maintains. Having a downtown Manhattan mailing address offers a certain amount of prestige, especially when compared to a home address. More importantly, a professional address protects the privacy of your business, particularly if you run it from home. Of course, the security of using a home address is also questionable. An office business center can help by providing a virtual office in NYC. You can have company mail forwarded to a different address immediately. Another option is to have the office center hold your mail in locked storage until you pick it up personally. If your company regularly receives sensitive or valuable documents, this may be the best option for a secure transfer.

A virtual office in NYC also offers the convenience of a twenty four hour receptionist who can sign for any packages that arrive, no matter the time of day. By using an office business center for this service, you already have a place available for you if you need a temporary office rental. A meeting space can typically be rented on any short term basis, which is perfect if your business only requires an office on occasion. If an important client wants to talk business in person, you will have a professional meeting space with all the amenities that a quality office center provides.

If your company increases in size and wants to add an office staff, you can move into a leased space at the same office business center. A long term lease in a specialized office building still offers considerable cost savings compared to a standalone office.In addition, there are a number of perks such as concierge services and networking opportunities. The portability of today's technology makes it easy to move into a furnished office space and make the most of your employees' time, so they can focus on what they do best.

Communication services are available on top of the space services that a virtual office in NYC contributes. Taking advantage of remote receptionist and call center services can account for your communication needs at a discount price. If you have considered hiring a traditional receptionist, investigate these options before settling for the more expensive option.

A regular office has a number of expenses that are avoided by choosing a virtual office, NYC, space. Offices require administration, such as an office manager and telephone operator. Companies also spend a lot of money on office supplies and equipment leases. Utilities, security, and maintenance all add together with the hefty rental bills to make a serious obstacle for small businesses. The option to choose a virtual office greatly reduces costs without lowering the standard of professionalism. By taking advantage of a virtual office and by renting brick and mortar office space only as necessary, you can save thousands of dollars and significantly improve your bottom line.


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A Top Class Luxury Hotel Will Have a State of the Art Business Center at your Disposal

A Top Class Luxury Hotel Will Have a State of the Art Business Center at your Disposal

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In today's world, business people are searching for the 25th hour everyday. They have hectic schedules, they travel around the world, meet with people, and they can't afford to misplace even an hour in their busy schedule. So, wherever they go, they expect their places to be furnished with facilities that will help them feel comfortable and relaxed while they go about their business. This is where the hotel business centers come into play.

A top class luxury hotel is expected to have a state of the art business center to empower its customers with all the facilities that they need to make their business process a smooth and memorable one. Almost all the luxury hotels have good business centers that have all the technological facilities, where best business services are offered. They generally include a 24-hour multilingual concierge service, airline reservations, Internet access in guest accommodations, complimentary newspapers and direct-dial multi-line telephones with voice mail, speaker and data port. Their facilities also include: – 24-hour business services including fax delivery, photocopying, etc. – Audiovisual equipment – Cellular telephones – Computers available – International newspaper, periodicals – Printers – Secretarial services – Wired or wireless, high-speed e-mail and Internet access in meeting rooms, and many more. Anyone using an Ethernet-equipped personal computer can use high-speed Internet access.

As an example, the Four Seasons hotels have made a reputation of offering one of the most advanced business centers for its guests. The business center at many Four Seasons hotels and resorts ensures secretarial and translation services and business support – from computers, printers and scanners to high-speed Internet access, photocopying and faxing facilities – are readily available.

You can download e-mails and connect to the Internet at up to 50 times the standard modem speed right from your Four Seasons meeting room. Whether a single PC or a boardroom full, this wired or wireless connection also allows you to: – Send and receive e-mail at high speed – Accelerate data transfer – uploads or downloads – Connect with your company's Intranet or Extranet – Deliver product demonstrations, training or presentations via Internet – Offer high-tech services such as on-line registration.

So, wherever you go, you don't have the worry of your business lagging behind you, as you are always ahead of time, completely taken care of, when you stay in these luxury star hotels.


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Achieving High Performance - Building Strong Links Between the Contact Center and Enterprise

Achieving High Performance - Building Strong Links Between the Contact Center and Enterprise

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The contact center is a major contributor to enterprise high performance. High performance is about measuring the right parameters and managing them in order to excel. To do so, contact center management must be able to gain a unified view of their operation. But they must also be able to roll-up and drill-down from the enterprise, to the operational, to the agent level, to uncover key market and business drivers. Advances in critical contact center solutions such as interaction analytics, and workforce and performance management are sparking a paradigm shift that makes high performance achievable by changing the way the contact center is viewed and managed.

Break Free From the Transactional Mindset

To become a high-performance organization, the contact center must break free from a common problem with the enterprise structure. Too often, the contact center is disconnected from strategic planning and high-level management. Given only tactical objectives with no strategic context, this can force contact center managers to take a narrow, activity-based view of performance.

This transactional mindset produces results that often look good on paper in the short term, but lead to both customer and agent dissatisfaction in the long term. Moreover, centers that get caught up in this trap often find the strategic potential of the contact center woefully underutilized. High performance means the will to look at the contact center, not just as a place where transactions are carried out quickly and efficiently, but as an interface where customer value can be created and saved.

Create Positive Customer Outcomes

As a result of legacy mindsets regarding the contact centers role within the enterprise and its oftentimes tactical focus, many contact centers today are not built with a high-performance mindset. There is no single adjustment that will result in an optimally balanced operation. Instead, the organization''s short- and long-term operational goals must be coordinated to deliver ongoing improvement while balancing the very human side of service delivery.

Building a high-performance contact center requires more than a commitment to technology. It is a way of thinking about using people, processes and technology to their fullest extent, in a way that generates results at every level the individual agent, the contact center and the enterprise as a whole. In short, a conventional contact center is built to process calls and letters a high-performance contact center is built to create positive customer outcomes.

Develop a High-Performance Culture

Is your contact center built for high performance? To determine if it is, consider these three questions:

1.Does your contact center work in tandem with the rest of the enterprise on key operational and performance metrics such as cost controls and service quality? Enterprises that are concerned with the customer experience should have a clear and concise set of goals and objectives for creating and promoting a positive customer experience. Those experiences should be developed in collaboration with contact center leaders to ensure that they are realistic and truly reflective of what customers say they value. And these cooperative benchmarks must be developed within the context of efficient resource allocation.

2.Are individual, front-line workers aware of clear performance goals aligned to business objectives, and do workers have timely and accurate access to their progress toward those goals?

3.Is the flow of information into and out of the center controlled and channeled so that appropriate managers and analysts can interpret the raw data and use it to create specific prescriptions for change that improve performance? This is not simply a you cant manage what you cant measure hedge. The high-performance contact center should be focused on stopping problems before they start, with simulations and forecasts, and quickly resolving issues with root-cause analysis.

Achieve High Performance at All Levels

Achieving high performance in the contact organization requires a commitment to results at three levels. Most companies today focus the vast majority of their attention on boosting the operational performance of the contact center as a whole and that commitment to operational excellence remains an important piece of the high-performance triad. However, without the right emphasis at the employee and the enterprise level, a high-performance plan cannot succeed.

1.Business Operation

At the operational level, the challenges are obvious: customer contacts come in, which must be answered in an accurate and timely manner. In the high-performance contact center, the goals are deeper and more result oriented. Using workforce management solutions, a contact center can be sure not only of answering a call, but answering it with the right agent and ensuring that an appropriate, affordable level of staffing is in place at all times, even down to 15-minute intervals. Sophisticated workforce management solutions provide skills-based forecasting, scheduling and agent management tools that make it possible to realize the full potential of the operation. With these solutions, the center can answer more calls, with greater first-call resolution and ensuing customer satisfaction, than would be possible with any ad hoc scheduling system.

High-performance contact centers must also be equipped to overcome the challenges created by fragmentation the dispersed nature of multisite contact organizations, with multiple sites that may include outsourcing or overflow partners and home-based agents, as well as the diverse nature of multiple channels of contact, from phone to fax to Web chat and e-mail. In many cases, product lines and service groups supported from one contact organization are themselves a fragmented arrangement, loosely knit together through mergers and acquisitions. Having insight into the capabilities and availability of your agent workforce is crucial to success.

2.Employee

High performance at the individual employee level is a must as well. It is not enough to simply know if an agent is present and accounted for the high-performance contact center focuses on preparing its agents to handle the right customer contacts at the right time. That includes knowing the skill set of each and every agent, and using just-in-time training and coaching, guided by performance management reporting, to ensure that agent abilities are keeping up with customer demand.

Employee high performance is not a matter of simply throwing high standards over the wall at the workforce. Agents must be given clear, transparent goals and be empowered with tools and dashboards that ensure they know their goals and their progress toward meeting and exceeding them. Setting those goals happens both between the individual agent and supervisor, as well as in the relationship between the contact center and the enterprise.

3.Enterprise

Finally, without an equal partnership from the enterprise in the high-performance plan, the efforts of the contact center and individual agents could be wasted. The contact center is, after all, a treasure trove of insight about customer wants, desires, complaints and experience. Therefore, it is incumbent on both the contact organization and the rest of the enterprise to ensure that sales, marketing, product development and fulfillment can learn, share and benefit from each others experiences.

With advances in technology, it is now feasible to take advantage of these insights in ways that were never possible before. Adaptive interactive analytics solutions can accurately and efficiently analyze 100 percent of all customer interactions using techniques such as word spotting, emotion detection, speech pattern analysis and speech-to-text translation. This allows the organization to proactively identify trends, anticipate opportunities and adjust processes to take action at the right time and meet business objectives.

Gain Insight into the Nature of a Problem

The need for strong links between agent, contact center and enterprise performance is clear when you consider the full impact and implications of the everyday business of the contact center. Consider a contact center unexpectedly experiencing a higher-than-forecast call volume. On the surface, this is strictly an operational performance problem and in a conventional contact center might be treated only as such.

A high-performance contact center, however, could use intraday management and interaction analytics tools to gain insight into the nature of the increased calls possibly highlighting a particular widespread customer incident such as a service outage or product defect. That information can be passed to the enterprise for long-term planning purposes to avoid issues in the future, as well as to agents and supervisors so they are prepared with effective and prompt responses to meet the current surge of calls. By working together, the high-performance contact center and enterprise both manage the current difficulty and work to stave off future crises.

Follow the Path to High Performance

The high-performance path requires a critical and unbiased look at the constraints faced by each of the three contributors to performance the individual agent, the contact center and the enterprise. No agent has unlimited time, no contact center unlimited availability, and no enterprise unlimited funds. But making a commitment to high performance can reveal shortcomings all parties can agree to such as how a lack of proper agent skill development and resource planning make it difficult to achieve optimum performance in the contact center and meet enterprise goals for first-call resolution. However, when critical contact center solutions work in concert, many of the obstacles to achieving high performance can be overcome.


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