Business process optimisation in the contact centre presentation

WWW.ENHANCECALL.CO.ZA

Quality Management and Business Process

Improvement in the Call Centre

Presenter: Bryan Schneider

Business Process Improvement Consultant


What

Customers Want

How do We Respond

Effectively

Depends on

Processes that support Customer Interactions

Through all

Channels


Measure how the Customer experienced us at these Touch Points

Establish where we Touch Customers

Improve & Automate the

Process & Quality

AS IS

Better Value


Common Issues

• Broken processes

• Lower agent morale

• Lower first contact resolution


The Challenge

HR Sales Accounts Products Work

Orders

People are accessing multiple systems to carry out single tasks, the real

process exists outside of the systems and in the actions of people interacting

with each other. Consequently, processes are ungoverned and difficult to scale.


What we want to Achieve

• Increase customer satisfaction

• Meet service level agreements

• Increase sales and profitability

• Increase agent productivity

• Lower operating costs


What do we need to look at • Customer Experience quality of the processes

that direct customer interactions at each touchpoint of a customer’s experience.

• Orchestrating the design of customer interactions to meet customer we will more effectively, serve customers in less time.

• By Designing Customer Interactions we will Achieve Business Objectives


The Million Dollar Question For every customer touchpoint;

1. What is the most effective way to design the overall customer interaction to achieve consistent, predictable, efficient and satisfying customer experience?

2. What are the Enablers


The How • Customer Interaction Design enables call centres to

maximize the consistency and quality of every customer’s experience.

1. Assess – How do the touchpoints that comprise an interaction work together?

2. Map – What are the call segments and types that must be included in the project?

3. Analyse – What are the opportunities for improvement?

4. Engineer – How do we structure that process?


Key Steps • Identify data which needs managed

• Identify activities and sequencing

• Identify how to deliver work to staff efficiently

• Define service levels on time-sensitive activity

• Allocate roles, responsibilities and entitlement

• Measure, analyse and change


The Solution through CaseBlocks Company wide business processes are now automated through a single platform, with

end-users focused on process improvement rather than working around silo systems.

HR Sales Accounts Products Work

Orders

Data integration

Custom Business Processes


Fitting in with existing IT

Cloud or On-premise

Cloud apps On-premise apps

JSON over

HTTPS JSON over HTTPS,

web services, APIs,

custom integration


Implementing – Then

Case Template

Configuration Users &

Teams Data Load

Configure &

Integrate Requirements Test Train

CaseBlocks

In Production

Measured

Rapid

Deployment

& Now


The Results

R4m in one year on Resources 300% increase in Sales for last year

25% reduction in end to end processing time


QUESTIONS

Business process optimisation in the contact centre presentation

Business

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