Drill-Down into Critical Processes for Gold Opportunities

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call center improvement, call center consultant, operational excellence, contact center performance, contact center innovation

Methods to drill-down to the critical few processes that yield 80% of the GOLD opportunity.

Call centers are very dependent on robust processes, carefully designed and standardized to create a smooth work flow and consistent result. What happens when those processes break down, or worse yet, were never designed to work smoothly in the first place?

Leadership in the call center operations is the first place you should look when your critical processes aren’t up to your expectations. Once you have identified the key roles and the organizational structure of your call center operations, you can begin looking at the relationships forged between front line staff and management.

How are the lines of communication in your call center? I’m not talking about communication between the organization and its customers’ at least, not yet. Here, you need to focus on the communication styles and skills within the organization. How are issues escalated to higher-ups? What is the turn-around time on management responses and input?

Now it’s time to look at the micro-management situation within your organization. Do your call center employees have an adequate amount of authority to handle day-to-day issues and situations? If micro-management is a problem, it’s time to invest in training your managers how to delegate, evaluate and motivate employees, rather than constantly looking over their shoulders.

By mapping out the most usual and typical processes in your call center, you can more easily identify where the process is breaking down, where it is succeeding and where it could stand to be improved or modified in some way. Keep in mind that you’ll also need to monitor and analyze the results of your improvements; not all “first pass” fixes are the best solution for the given situation. There should always be a process in place to implement new and better processes as they are determined and identified.

If you have an interest in learning more on the methods to uncover opportunities within a Contact Center and Organization-Wide that quickly convert to GOLD, join me for my webinar Mining Your Contact Center for GOLD.

Here is the registration link: https://www2.gotomeeting.com/register/868286626



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Kim Crabtree, President of MetaOps WBENC Certified