Change your Company Structure and Put Cross-Functional Process Owners in Place
Getting your processes right and keeping them current relies heavily on the coming together of three different enterprise-wide initiatives.
Company policies and practices being up-to-date;
- Systems being integrated and well connected to allow seamless handoffs;
- And arguably the hardest of all to achieve, a culture that fosters collaboration both between departments and with customers, suppliers and partners.
Unfortunately, most businesses are not geared up to achieving these three goals. The majority are structured around traditional models of vertically-siloed departments that report into a managing director. Most processes, on the other hand, run horizontally across several departments. So all systems deployed need to be flexible enough to work in both ways as do culture, roles and responsibilities.
Forward-thinking businesses are now structuring themselves differently and putting in place process owners with a cross-functional brief, responsible for ensuing processes are optimised, run effectively and continuously improved across all functions. If you want to realise your vision of running a dream contact centre, you need to follow suit.
Make Sure you Regularly Review your Processes
In order to improve your contact centre processes, you first need to ensure you are continuously reviewing and monitoring them – and to do that you need full visibility into all your operations. So, make sure you are using a wallboard that gives supervisors, contact centre agents and operators instant access to real-time statistics on a centralised display, and that by providing a clear view of key metrics, helps operator teams and contact centres improve efficiency and productivity with minimal cost.
Equally, make sure you are reviewing both your own operations and your customers’ experiences. So, use quality monitoring and call recording systems to track agent performance. You can monitor batches after the event and subsequently provide feedback or monitor them in real-time and where necessary intervene in calls.
You also need to put yourself in your customers’ shoes. So, test your customer journey regularly across all channels, and even reception, and use learning points to continuously evolve your processes and enhance the experience of customers in interacting with you.
For further information about the company, please visit the Enghouse Interactive website – www.enghouseinteractive.co.uk
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