Business alignment of contact center to customer strategy

Business Strategy: The call center’s role in the organization should be defined by the overall business strategy. Companies will have a different focus on their call center operation based on their strategic position in the market. For example:

Strategic position	Low-cost leader	Best product	Best sales & service
Call center’s strategic contribution	Delivers decent service while containing costs	None - investments are focused on product development	Provide best sales and service as a differentiator
Call center’s focus and examples of execution	Efficiency: - streamlined processes - metrics focused on cost per contact, resource utilization, handle time	Best Practices: - manages to best practices - Balanced metrics across productivity, cost, resource utilization	Sales & Service: - customer-focused processes - metrics focused on customer: service level, customer value, quality

Call Center Technology Demystified, Lori Bocklund & Dave Bengtson

VIDA Management Consultants can help you align call center operations to corporate objectives and the business customer strategies by:

Tracing the customer experience and outcomes, through the call handling and other call center operational processes, back to corporate objectives
Analyzing scripting / call guidelines in relationship to business customer strategy and the voice of the company
Realigning metrics to support the center’s strategic contribution

1209 N. Lakeview Drive, Palatine, Illinois 60067 • vidaconsultants.com • (847) 991-0028

Business Alignment