Call Centre Transformation
You know that your operation has the potential to be the best in class, and now you want to make that difference to ensure its success. You are now ready to transform your capabilities by putting in place proven leading practice operational methodolgies and the latest technology advances.
RXP can help you to achieve this business transformation of your operation by implementing a Model Office Transformation (MOT) whish is a sharp short focus on improvements within your centre. It builds on improvements in the areas identified as priorities that have most impact on the centre’s performance. The RXP MOT offer is based on the following principles:
- We work with your Centre Manager, Team Leaders and Trainers to agree the areas most needing action
- We get buy in from the Agents by holding 1 or 2 short workshops on process improvements
- We use generic training materials that have been successfully used before and customise them for your needs
- We help you put in place the right Performance Management for your operation.
The approach is highly facilitated to ensure that everyone is involved and buys in to the changes to ensure they are sustainable. Typically the programme can be rolled out across a centre within 6-8 weeks. The key factor is that these improvements are not just a one-off – they impact the overall culture of the operation and in our experience – are a lasting change.
If you are interested in finding out more about how RXP can help you to transform your operation then please Contact Us
