Contact Centers
Improving Contact Centers Through Operational Processes
Is your contact center performing in ways that maximize profitability and market share for your business? Sharply reducing costs, improving productivity, ensuring employee satisfaction and mitigating risk are all important success factors. The ultimate goal, though, is to delight your customers – and win more of them as a result. Yet in today’s environment, these goals seem to compete with each other. Employees fear layoffs, offshoring and frozen salaries; managers face increasing client expectations with diminishing resources and budgets.
Take It With You
To meet their objectives, contact center organizations have focused primarily on customer delivery processes such as handling customer requests and initiating contacts. Through our work with clients, EDS has discovered that another area – operational processes – demands equal attention. These processes often are twice as numerous as delivery processes, and thus have a significant impact on the business. In fact, operational processes are the “infrastructure” that supports the business, client care and customer delight.
Specifically, it’s crucial to ensure that the same operational processes and tools are used within individual contact centers and across all sites. By implementing globally consistent delivery environments – and clearly measuring processes quantitatively and qualitatively – you can achieve your goals.