Call Centre Insight - operational evaluation in just one day
Contact Centres in today’s market are facing increasing challenges and pressure. Management teams are often fire fighting, so they have little time to focus on how to make significant improvements in performance. Understanding where your centre is today, so you can make informed decisions for the future is a critical step before making any business change.
At RXP we use a series of business analysis techniques that allow us to quickly assess the operational situation. These will give pointers and tips about the status of the operation and what types of change that could be made to see an operational improvement, and to understand what, if any investment is required on your part.
The techniques and tools have been built up over 10 years of contact centre experience. In order to apply these tools, we recommend that we would need to spend a minimum of one day in the contact centre operation, where we will gather the information that we need. We will work with your management team, to ensure that they understand and are bought into the process.
The evaluation process involves us looking, listening and touching all aspects of the contact centre operational performance. In one structured day this involves a combination of interviews with management, team leaders and advisors to:
- Listen to calls and observe emails being worked
- Understand the high level business process
- Assess the technology, from a users perspective
- Look at the environment
- Review scheduling and forecasting methods
- Understand team management approach and how this is achieved through actual recruitment, training and staff development processes
When we put this jigsaw together we quickly get an overall picture of the current operation. We will document our findings and conclusions.
Often, we find that many Contact Centre Managers do know what the issues are, but don’t have time to address them. In our conclusions we give practical advice and identify quick wins on how the management team should address the issues without damaging operational performance.
If you are interested in knowing more about our insight days, then please Contact Us.
