From the Call Center Learning Center

The Call Center Model: Module 4 of 8
 This module is a continuation of Module 3

Call Center Process Improvement
 Call Center Model Tutorial Series

 Centerserve is happy to offer our Planning and Design toolkit  at 10% off the list price during the Call Center Model Tutorial Series, click here to take advantage of the discounted price.

The first step towards delivering world-class customer service in today’s environment is to separate the different components that contribute to a successful call center. Module 1 introduced the Contact Center Model, which breaks the call center into its five key components – Strategy, Processes, Technology, Human Resources and Facilities.

Modules 2-7 will examine each of these components separately. The final module, Module 8, will address the project planning and change management needed to make the most of your contact centers. Each component comes from Centerserve's Planning and Design Toolkit. The Call Center Model acts as a basis for ensuring cost effective, strategically aligned, world-class customer service.  Click here to re-examine Module 1,  Module 2  and Module 3

Process Improvement - which option suits your improvement needs?

Based on the outcomes and analysis of your measurement in Module 3 you will note a need for small, incremental or radical chances.  For smaller improvements, you will want to consider Option 1- continuous process improvement. For larger more radical changes, option 2 will be more appropriate.
 

Option 1 - Continuous Process Improvement


Continuous Process Improvement is an approach for continuous improvement in your contact center. This approach is most effective when processes are performing relatively well and are only in need of minor improvement (5% - 15% change). Organizations that strive for excellence are constantly evaluating and modifying processes to improve service to customers and garner greater efficiencies.

Step 1: Document current process (understand process flow, inputs, outputs, customer requirements, supplier requirements, volume, activity times, resources used) – this step was addressed in Module 3
  • Document the process
  • Define current system and information requirements
  • Understand current process measures and performance levels
  • Evaluate current performance against desired performance or benchmarks
  • Document current process problems or issues
Step 2:  Develop process redesign solutions
  • Conduct root cause analysis on process problems; include subject matter experts in this analysis
  • Apply what-if scenarios
  • Use guiding principles, prioritization matrix and Pareto analysis to prioritize solutions
  • Select most viable solutions based on overall return and scope limitations
Step 3: Document new process (per conventions shown above)
  • Define process flow, inputs, outputs, customer requirements, supplier requirements, volume, activity times, and resources used
  • Define new system and information requirements (if any)
  • Define any new process measures
Step 4: Develop systems or applications necessary to support the new process
Step 5: Pilot process
  • Provide training on processes and tools for new process
  • Use process in trial environment
  • Assess process performance
  • Adjust process design based on analysis of pilot results
Step 6: Deploy new process
Step 7: Repeat this improvement cycle
 

Option 2 - Business Process Reengineering (BPR)


Business Process Reengineering (BPR) is an approach used when radical change is needed to enable dramatic improvement in performance, or when processes were not defined in the beginning. BPR is most effective when there are significant shortfalls in current performance (i.e., the existing processes are completely broken). This process cannot be fully presented in this tutorial, and we recommend the BPR approach at the BPR Online Learning Center.

 
A basic overview of BPR steps include:
  • Begin a change management process including creation of sponsorship model.
  • Clearly define project including scope and objectives
  • Conduct external research and benchmarking including customers, employees, competitors, non-competitors
  • Identify guiding principles and concepts for the desired future state
  • Design "to-be" processes, organizational structure, technology enablers and job roles
  • Plan transition and implement
  • Develop BPI strategies for new processes

In the next module in this series, we will address call center technology and applications.

Special discount for our tutorial guests only:

Get industry leading step-by-step tools and checklists to plan a world-class call center or evaluate a current call center- the Planning and Design Toolkit now at a discounted price. Click here to take advantage of the offer.  This offer will only be available during this tutorial series.
Summary:

The text of this tutorial comes from Centerserve's Call Center Planning and Design toolkit. Developed by Centerserve's Learning Center, Vanguard Communications and Prosci Research, the toolkit is the definitive guide for creating the best contact center possible for your organization.

The toolkit provides:

  • a comprehensive planning checklist and design guidelines for successfully setting up a new call center or redesigning your existing call center
  • the approach and tools to help you create a contact center strategy and manage the implementation effectively

More information about Centerserve's Call Center Planning and Design – A blueprint for building a successful contact center.

Related Resources

Call Center Measurement Toolkit - Centerserve's Call Center Measurement Toolkit is an indispensable tool that will teach you how to assess and improve the performance of your call center. By providing common definitions of terms and a complete overview of performance measures for contact centers, the toolkit will promote your understanding of the functions and procedures that will enhance your call center performance and boost its efficiency.

2007 Call Center Best Practices Report - Find out what's working and what is not working from contact center managers world-wide. Managers and consultants share best practices and solutions for operations and management of call centers.

Call Center Planning and Design Toolkit - A comprehensive guide to call center strategy, planning and design; an excellent resource for new contact center start-ups, existing call center improvement and future planning with detailed templates and planning roadmaps. Centerserve is happy to offer our Planning and Design toolkit  at 10% off the list price during the Call Center Model Tutorial Series, click here to take advantage of the discounted price

 

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