Cutting-Edge Methods Help Target Call Center Waste
Standardization of Processes The most important need for call center operations is the standardization of the call handling process, which in itself is very difficult. Though every customer reacts differently, there are places in the entire conversation where a standardized system can be more effective. For example, take the activation of a cell phone. The initial steps to be undertaken will be the same for all customers, so this process can be automated. By playing a pre-recorded file on the steps involved, the variation in handling by the agents is eliminated. Optimize Processes and Eliminate Waste A standardized process may not be an optimized one. There may be certain activities which may be wastes.
In this scenario, management can apply Kaizen or continuous improvement to eliminate waste. - Wait times in the calls are major sources of waste. In the time when there is silence in a call, resources are tied up in the process but there is no output. - Sometimes there are certain steps in a call that become necessary, such as asking questions for verification purposes. However, there are some questions which may not serve any purpose, yet data is being collected. Eliminating such steps can be useful in eliminating waste. -By mistake proofing, waste can be eliminated. If there are disclosures required by law, they can be pre-recorded and put in at such a stage that they are not left out of the process.
- By monitoring calls of different agents, agents who have higher error levels can be targeted for improvement training.
Pages: 1 [2] 3
Why Travel Agents are Important in your Travel PlansWhy Travel Agents are Important in your Travel PlansAuthor: Lesley LyonA travel agent engages in purchase and sales of tour and related services of travel. Travel agents can be employees or they can do business independently. In the tourism industry if travel is considered as the leg for the industry, then the travel agents are the very important backbone of the whole system. Even though the Internet has created revolutionary changes in the tourism industry, travel agency cannot be replaced. You are using the Internet as a travel agent for arranging your travel services. Websites of travel agents and travel suppliers are providing you their services depending totally on your needs. |
Charm Baker - Authors Articles - ArticlesBase.comI have a passion for learning and constantly increasing in knowledge. I am a person who loves writing and sharing information on a number of topics. My current writing focuses primarily on writing articles for pay and finding other creative ways to generate income with my writing. I do, however, have lots of entertaining articles on a wide variety of subjects, as well as some pretty good photos to accompany my work. I sincerely hope that you will take the time to visit the links provided. PLEASE NOTE THIS REQUEST: If you don’t have five minutes or more to take out of your schedule right now, please BOOKMARK this information, or better yet, put the links in a safe place, where you’ll be sure to return to them. |