Best Practice Contact Centre Foundations
Over the years Genroe has implemented many call centre projects. During those projects we have identified the following 9 components that are needed to deliver best practice contact centre outcomes.
Data Management
Understanding the nuances of best practice data management and the processes to maintain data at high integrity levels.
Resource Planning
Recognising and implementing best practice standards to ensure forecasting call volumes, call workloads, and the scheduling of staff are maintained at optimum levels.
Structure
Assessing your Contact Centre structure and identifying opportunities for improvement to increase efficiencies and effectiveness of the Centre.
Identifying potential for stronger workforce mix, operational hours and Customer SLA's
Skills
Understanding your Team Leaders and Agent skill gaps and opportunities for improvement.
Creating programs to increase your staffs skills and knowledge.
Transactional processes
Discover and learn the processes to review and reengineer current processes to increase customer satisfaction and reduce costs.
Technical and processing systems
Understanding Contact Centre technology tools and how best to use and utilise these within your Contact Centre.
Current trends in Contact Centre technology, including best practice IVR, and Work Force management utilisation.
Operations
Assessing your day to day operational workflows, processes and resources.
Reengineering your Operational activities to reduce costs, improve service and meet best practice standards
Metrics and Reporting
Assessing the worthiness of your current Metris and reporting outputs.
How best to use metrics and reporting to achieve Contact Centre success.
Understanding how to create, and the importance and use of Service level Agreements (SLA's)
Remuneration and Incentives
Identifying high-impact worthwhile remuneration and incentive programs to motivate reward and maintain your staff.