We Will Understand Your Process
A call center is a process-driven operation. Optimize your processes, and you can greatly influence the quality of your calls and the overall productivity of your business. When done in conjunction with performance monitoring, WorkSpace Communications process management helps ensure you’re running your business in a way that wins your customers’ loyalty and trust.
When it comes to a customer call, every second counts. You want their questions answered efficiently, and you want them off the phone quickly – but with their needs fully addressed, so you don’t generate repeat calls that can burden your operations and detract from your customer satisfaction efforts.
During a typical customer care call, multiple business processes are in play, and if any given step takes more time than necessary, your average handle time goes up and your customer satisfaction goes down. You may have unnecessary steps in a process, or you may have processes that are altogether unnecessary. WorkSpace’s call center solution experts will do a time study to understand how your processes affect your customers and your business, in terms of both cost and revenue. Then we’ll help you redesign the processes that are making a negative impact on your customer experience.
Staying focused on processes that add value
WorkSpace’s experts map all existing processes to assess your current state, conducting an “A-to-Z” analysis of everything agents are expected to do on calls. From there, we:
- Do a gap analysis that shows what activities are adding value and what are not.
- Redesign processes to eliminate low-value activities, often shaving valuable time off customer calls.
But we don’t stop with the initial analysis and process redesign. We also provide ongoing process management so that when your company is considering a change, you know in advance how that change will affect your customer interactions.
Example? Let’s say you’re considering a script change that will add a third response to a customer inquiry. Or perhaps you’re considering adding three sentences to the close of a customer care call. It sounds like an easy change, but you may be talking about adding 20 seconds to every call, which amounts to a $2 million script change.
The impact of processes changes, financial and otherwise, is often overlooked. WorkSpace Communications is here to help make sure it isn’t.