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) which 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 the Centre Management Team to agree the areas most needing action
- We re-engineer business process and apply this new method of working to the pilot team
- We use generic Performance Management processes, Training Modules and knowledge materials that have been successfully used before that support the right behaviours in front line staff
- The pilot team take/make calls over a defined period and we measure the performance improvement based on existing KPIs
- The approach is highly facilitated to ensure that everyone is involved and buys in to the changes to ensure they are sustainable
Running a MOT pilot
So why not think about piloting a new method of working in a different environment to give you the best opportunity to learn? Operating a process with a new team can lead to step changes in performance and then this learning can be rolled out across the entire operation.
To find out more you can download our MOT white paper that explains how you can use an innovative outsourcer within the The Panther Group - of which RXP is a part - to pilot the MOT activities.
If you are interested in finding out more about how RXP can help you to transform your operation then please Contact Us
