Continued...
We have already initiated improvements contact centres for some major corporations – Dell Inc. (Ireland, Denmark, and Central Europe), Vhi; Mentor Graphics; and AOL.
The following are some client benefits that resulted from adopting the above approach:
- Identified the most efficient way to take phone calls and deal with the customer enquiries
- Identified and reduced “response times”
- Implemented changes in the tasks carried out to allow for a more efficient handling of sales orders (from detailed analysis of the type of tasks contained in each call type)
- Developed capacity requirements and optimised resource models that were used cross site for US and Irish operations
- Used actual recorded times from sample sizes and set standards for each of the processes.
- Established some key metrics to be monitored by client e.g. order receipt to order entry; order entry to dispatch; productivity and accuracy/error rates in the process
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