Vertical Markets : Contact Center Benefits

Business Problem Definition

Businesses are increasing resources devoted to meeting customer's needs throughout the sales lifecycle including customer acquisition, sale, order processing, delivery, and support. This has resulted in a number of departments within an organization, or contact centers, that have:

• A number of task intensive service functions
• High revenue concentrated services
• Highly compensated support personnel
• High value transactions
• Long call or transaction cycle times
• Manual and automated processes with a high communication component, including multiple call backs and use of multiple communication channels

Services that meet these conditions provide the following opportunities:

• Significant labor savings through a reduction in the complexity or steps in the current process.
• Opportunity to reallocate many of the processing steps to lower compensated support individuals
• Significant automation support opportunities through improved use and integration of existing data and systems
• Significant customer service and revenue opportunities through improved allocation of highly compensated employee time, reduced customer communication requirements, and reduction in redundant data entry

Solution Approach

A rapid analysis of the current processes and infrastructure to quickly identify candidate savings, measure the savings and revenue objectives, and implement the changes required to achieve those objectives:

Call Center Process Optimization and Automation Support - Requirements Definition

Objective: To clearly understand the cost, time, and resources associated with each call center process. Understand the added value of each process and its association with the business objectives and customer value. Identify and design, the changes required to achieve savings in costs, cycle time, customer communication requirements, and the skill level requirements associated with each process.

• Identify the business objectives and identify the key processes and metrics associated with that goal.
• For those key processes or functions, identify the most critical process from a cost, revenue, or critical path perspective. Analyze the process in terms of tasks required, data required, interfaces to existing systems, communication and communication methods, and resource levels required
• Identify the current cost of each process and the possible reductions in cost and/or increase in revenues. These reductions could results from the intelligent optimization of the process, leveraging of available customer information and systems, and the optimal utilization of the appropriate level of skills and resources for each task.
• Optimize those processes by identifying what would be required to reduce call cycle time, process completion time, number of calls required, etc. to reduce cost while maintaining or improving service. Recommendations could include improved use of imaging to reduce cycle time, improved integration with existing databases to reduce required customer entries, and improved communication.

Integration of Call Center Processes with Sales and Customer Retention Strategy - Requirements Definition

Objective: To integrate call center processes with sales and customer retention strategies through use of Customer Net Present Value (NPV) and customer relationship value guides. This results in the customer service representatives (CSR's) ensuring appropriate treatment of customers in billing and service matters, ensuring communication with sales representatives, and providing real time guidance on cross sell, up sell, and consultative sell opportunities.

• Development of rapid, order of magnitude, NPV and customer relationship models based upon existing data and cost figures
• Identification of requirements needed to provide automated business rules and guides to assist CSR's in providing consultative sales, cross, sales, up sales, and appropriate service and issue resolution solutions.
• Define the requirements to automate communication of key customer events, transactions, and issues to the appropriate sales staff

Implementation of the Contact Center Process Enhancements

Objective: To cost effectively implement the identified enhancements to the call center processes based upon the return to the business and process improvement task dependencies.

• Prioritize the identified enhancements and identify all enhancement dependencies.
• Develop the business and automation support work plans including estimated costs, durations, and resources to implement the prioritized enhancements. Develop 30-60, 90, and 180 day milestones, implementations, and investment returns
• Implement the identified enhancements utilizing either internal, Coreclusion, or third party resources

Benefits

Tactical

• Decreased labor cost per transaction
• Decreased cycle time
• Increased available capacity
• Improved profitability
• Improved margins
• Increased customer retention
  • More informed customer service, fewer calls
  • Less hassle, less entry of data required for key services
• Decreased sales cost per revenue dollar
• Increased sales through:
  • Increased customer NPV
  • Decreased churn
  • Increased effectiveness of customer acquisition
  • Increased customer service quality

Strategic

• Alignment of investments with business critical processes and functions
• Enhancements integrated into a comprehensive architecture and plan

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