VIDA Management Consultants

Specializing in Customer Interaction

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Contact  Center Process Improvement

Customer-facing processes are the pre-defined actions that deliver the customer strategy. Having established processes to follow provides consistent service to customers and provides predictable outcomes for agents (thereby reducing agent stress).

VIDA Management Consultants can help you define, document, and tune-up your processes. We will work with your call center management team or with a cross-functional team to:

• Integrate processes
• Fix broken processes
• Create new processes

Steps to Success:

• Baseline current processes
• Perform a gap analysis
• Prioritize process improvement projects based on strategic value
• Build an action plan
  
• Develop a change management program to pull everyone together and communicate the “whys”, “whats”, “whens”, and “hows”
• Execute the project using standard project management tools and techniques
• Measure and assess the outcome

Examples of process improvement projects:

• Revamp scripts and call guidelines
• Adjust compensation program to align with cross-sell goals
• Set-up a call disposition system and call outcome report
• Reduce turnover
• Focus agents on developing better listening skills
• Improve call forecasting model