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Breaking News
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Dec 2006: Irish contact centres fighting the productivity battle to retain Irish jobs
The need for increased productivity and cost reduction within Irish and European contact centres is abundantly clear. The combination of a high cost economy and the complexity of managing multimedia contact points are forcing contact centers to look for “best in class” solutions that will help them attain their customer service goals at an efficient cost.
Therefore, to be responsive to the competitive pressures that challenge participants, contact center solution providers need to identify and employ today’s best business practices.
The Leading Edge Group has been working extensively with Irish and European contact centres in their efforts to service their customers as effectively and efficiently as possible. Through the use of process improvement tools and techniques such as value stream mapping, DMAIC, and other statistical tools, our consultants adopt the following approach:
- Understand the organisation service requirements and goals
- Identify and develop the critical needs of the process and those that yield the greatest results from an operation and customer's perspective
- Identify and record operator experience and skill levels
- Value stream map the value in those processes - both current state and future state - from the customers viewpoint
- Identify the key improvements that will yield results in terms of time, customer satisfaction, productivity, and quality
- Facilitate the implement of process improvements through an up front and inclusive project plan
- Facilitate a cross site approach to the standardisation of calls by business type
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