Business Process Re-Engineering
In a manufacturing environment, the production process follows a detailed system designed to minimalise mistakes, recover any mistakes and to do so in an efficicent manner where costs are controlled. The picture in call centres is far more varied. Many call centres operate excellent processes which fit the call centre, the wider company and the customers alike. Most companies have some areas where they could improve but are generally pretty good in this area and some companies are just a shambles. With the majority of companies, it's actually fairly simple to make a few small changes to their processes and make dramatic changes.
The fact is that companies, personnel and customers change over time. I recently worked with a company which had either acquired a competitor or been acquired by one 4 times in 3 years. To deal with this, the company had tried incorporating the processes from each of the companies into the combined entity. In reality, the touchpoints between departments was all over the place, IT systems had been botched to cope with changes. The result was a highly inefficient business which was struggling to cope with customer demands. I worked with the company to determine how the processes should be redesigned to cope with the existing and future needs of the business and then I implemented these processes.
Whether you need a complete overhaul of your customer facing operations, need to revise the processes between outsourced vendors or you just need a part of your business modifying, I can help. Please call me on 077400 96598 to discuss.
If you would like to discuss what I can do to improve the processes in your call centre, please contact me on 077400 96598