Lean Contact Centre
In response to rising contact demands, our fundamental insights are that not all customer contact is necessary and not all is valuable. You can develop a contact deflection strategy that reduces or eliminates non-value adding contact such as progress chasing and requests to correct errors and mistakes.
The concept of the Lean Contact Centre defines an operation which takes control of contact demand. The approaches that we use to achieve this include:
- understanding the consequences of un-managed demand - in terms of the impact on resourcing, Service Levels and customer perception;
- defining the 'value' of each type of contact;
- the requirement for a measurement system of different contact types;
- understanding options to reduce of eliminate non-value adding contact types.
Our free 'Lean Contact Centre' white paper explains these approaches in more detail so that you can take control of your customer demand - maintaining Customer Service without increasing your costs!
