Contact Center Processes

Customer Interaction

Customer interaction processes happen at all touch-points during a customer's lifetime. Typical touch-points include:

Discovery of products and services (awareness)
Information inquiry
Selection and configuration
Purchase
Payment
Delivery status inquiry
Receiving, assembling, installation, implementation
Support, return authorization, service, problem resolution

Contact Center

Call centers were formed to consolidate customer interactions that were coming into other departments within the organization. These interactions, usually phone calls, required several common processes, such as the mechanics of call handling and training on interacting with customers. Contact centers have continued to evolve, and are responsible for a variety of customer-facing functions. Typical processes found in the call center today are:

Contact (call and email) handling process

Call routing (including skills based routing)
Call type identification
Call resolution
Call escalation
Customer hand-off
Call disposition and follow-up

Customer relationship management

Representing the voice of the company
Collection, storage, integration, and access of customer information
"Voice Of the Customer" capture and infusion into the organization, business intelligence, and market research
Customer satisfaction

Call center management

Forecasting & scheduling
Problem resolution
Root cause analysis
Scripting / call guideline and response development
Reporting
Agent performance management
Hiring
Training
Coaching and agent development
Monitoring
Quality Assurance
Supervising
Supervisor development
Process compliance
Employee satisfaction and retention

VIDA Services

VIDA provides process assessment in our Contact Center Assessment and Audit services.

We also provide Process Management and Process Improvement services to help you manage and improve your customer-facing processes.

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