Call Center Services Core Business Planning

Call Centres often face the challenge of creating robust operational business plans that are integrated with the rest of the organisation.

Imagine if you could take time out of your usual day to day Call Centre activities to bring together your best staff and internal customers. Then leverage their knowledge of your business' relative strengths and opportunities to create an integrated Operational Business Plan to guide you throughout the year. What impact would it have on your ability to meet the challenges of delivering your goals if you could rely on best practice:

• Robust operational business plans
• Recruitment, retention and career progression plans
• Training and development plans
• Motivation and reward plans
• Revenue generation plans
• Customer retention and acquisition plans
• Process and performance optimisation plans
• Aligned organisational strategic goal plans

Genroe offers you the opportunity to create these plans. Our Core Business Planning Implementation programs are tailored to your needs, ensuring that your Call Centre operations have relevant and workable Operational Business and strategy plans to support you in delivering organisational outcomes.

These programs are designed with three main stages: Workshop, Formulation and Documentation.

Workshop

• Working with you we create a workshop process that will help you to gather together the information and people needed to generate a robust, focused Operational Business Plan that will deliver the best outcomes.
• We can then provide independent, subject matter expert, facilitation of the workshops to extract the ideas and information needed to drive alignment of your Call Centre strategy and the components that need to be integrated into your operational plans.

Formulation

• Identifying the gaps and opportunities that are uncovered from the workshops.
• Validating goals and approaches against best practice operational outcomes for other call centres.
• Confirming alignment of support infrastructure, internal customers and business functions with the overall call centre strategies, then link them back to the Operational Business Plan.

Documentation

• We help you to create a comprehensive, flexible and usable Operational Business Plan for implementation by the business at both an operational and strategic level including, as required:-
  • Yearly operational targets and budgets down to monthly, weekly, and daily detail.
  • Yearly plans for call center systems updates, integration and development.
  • Yearly human capital plans including development, resourcing, attrition and recruitment. 
  • Yearly process review and reengineering plans to ensure continuous operational capabilities.
  • Yearly motivational and reward plans.

"As a fast growing company it’s very important to us that our resources are invested effectively in developing and improving our services that will actually make a difference to our clients. We hired Genroe as they had a proven ability to pinpoint exactly where a company’s time is being best invested, where it could be better invested and where it is being over invested – basically ensuring that all our efforts are laser focused on the things that matter most to our customers.

The final ‘voice of the customer’ report we received from Genroe has removed the guesswork out of implementing the right strategies, targeted at the right customers. We found it valuable and it delivered tremendous clarity to our management team. We have since tweaked our focus and eliminated time and money previously invested on activities that were clearly not going to increase customer satisfaction, sales or our profitability."

Sam Riley
CEO
Ansarada Pty Limited