Drill-Down into Critical Processes for Gold Opportunities

call center improvement, call center consultant, operational excellence, contact center performance, contact center innovation

Methods to drill-down to the critical few processes that yield 80% of the GOLD opportunity.

Call centers are very dependent on robust processes, carefully designed and standardized to create a smooth work flow and consistent result. What happens when those processes break down, or worse yet, were never designed to work smoothly in the first place?

Leadership in the call center operations is the first place you should look when your critical processes aren’t up to your expectations. Once you have identified the key roles and the organizational structure of your call center operations, you can begin looking at the relationships forged between front line staff and management.

How are the lines of communication in your call center? I’m not talking about communication between the organization and its customers’ at least, not yet. Here, you need to focus on the communication styles and skills within the organization. How are issues escalated to higher-ups? What is the turn-around time on management responses and input?

Now it’s time to look at the micro-management situation within your organization. Do your call center employees have an adequate amount of authority to handle day-to-day issues and situations? If micro-management is a problem, it’s time to invest in training your managers how to delegate, evaluate and motivate employees, rather than constantly looking over their shoulders.

By mapping out the most usual and typical processes in your call center, you can more easily identify where the process is breaking down, where it is succeeding and where it could stand to be improved or modified in some way. Keep in mind that you’ll also need to monitor and analyze the results of your improvements; not all “first pass” fixes are the best solution for the given situation. There should always be a process in place to implement new and better processes as they are determined and identified.

If you have an interest in learning more on the methods to uncover opportunities within a Contact Center and Organization-Wide that quickly convert to GOLD, join me for my webinar Mining Your Contact Center for GOLD.

Here is the registration link: https://www2.gotomeeting.com/register/868286626

 

 

Connect with us in LinkedIn:

Ron Crabtree, CPIM, CIRM, CSCP, MLSSBB

Kim Crabtree, President of MetaOps WBENC Certified

 

Mining for Gold in the Call Center

Core / Root Causes of Under-performing Call Centers

In today’s fast-paced business world, it’s no longer enough to simply meet—or even exceed—your customers’ expectations. Your organization is facing tough competition and you need to learn ways to delight your customers with the products and services you offer.

What might be surprising to you is that you can look to your call center to find some of the easiest ways of adding value; this is a prime opportunity to reduce your waste and variation in performance.

Call center improvement, Call center consultant, Operational Excellence, Contact Center Innovation, Contact Center Performance

Methods Exposed to Uncover Opportunities Within a Contact Center and Organization-Wide that Quickly Convert to GOLD

The sources of waste and variation in call centers typically comes from one or more of the following classic problems in this area:

Rework and Correction

There are no “mulligans” in the real world, and when your employees consistently need to re-do or correct their work, you’ll be losing time and money on quality monitoring and escalations.

Minimal Human Involvement

Look out on the call center floor; do you see actively engaged employees, or mainly those who are working robotically, with their heads down? Getting your staff involved and engaged is key to achieving operational excellence in the call center.

Work Flow

If your call center staff is spending time waiting for work to arrive, waiting on call-backs or management input, waiting on escalation queues or maintaining a large email backlog, you’re basically throwing money away. Look for ways you can smooth out the work flow and keep everything—and everyone—running on time.

Knowledge Disconnect

Do you know what your customers and clients really want? How do you know for sure? Monitoring the customer complaints and common in-bound call reasons can point you directly toward potential improvements.

Over-Processing

Diligence is one thing, but over-processing work leads to needless time and effort spent with no value return. Are your employees focusing on creating a “perfect product” that no one wants? Are they spending large amounts of time in duplicating documentation or record-keeping?

Overproduction

What does your inventory look like, if you have one? How about your labor scheduling? Stocking too much inventory and being over-staffed will cut into your profits and efficiency drastically, and is one of the biggest causes of waste in call centers.

By addressing these common causes of waste and variation, your call center can begin to move smoothly and efficiently. However, don’t think that you can simply “fix it once and forget it”; monitoring your call center should be an on-going exercise for your organization, in order to note and correct any emerging problems before they spread.

If you have an interest in learning more on the methods to uncover opportunities within a Contact Center and Organization-Wide that quickly convert to GOLD, join me for my webinar Mining Your Contact Center for GOLD.

Here is the registration link:  https://www2.gotomeeting.com/register/868286626

 

Connect with us in LinkedIn: .

Ron Crabtree, CPIM, CIRM, CSCP, MLSSBB

Kim Crabtree, President of MetaOps WBENC Certified

Copyright © 2017 · MetaOps, Inc. All Rights Reserved

Phone: 734-425-1455 | Fax: 734-943-6608 | Livonia, MI 48154