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Existing call systems control the flow of calls/movement of people and does not allow overflow from one group to another

A Typical Front & Back office operating structure has no opportunity for optimising resource and processes and gaining efficiencies and growth within the business. Existing call systems control the flow of calls/movement of people and does not allow overflow from one group to another.

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Existing call systems control the flow of calls/movement of people and does not allow overflow from one group to another

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  1. A Typical Front & Back office operating structure has no opportunity for optimising resource and processes and gaining efficiencies and growth within the business Existing call systems control the flow of calls/movement of people and does not allow overflow from one group to another Other channels dealt with as separate silos of activity at each location @ - via internet/email  - via Phone  - via Fax  - via Letter @    • INFLEXIBLE SILOS • Multiple ring fenced teams specialised by product, location and medium • No workload balancing between teams • Different Management styles • No performance Management • Inbound driven by customers – no blended capability

  2. But by deploying an operating structure as a Multimedia Customer Management Centre, all existing business operating units operate as part of an end-to-end process and enables capacity for growth @ /  /  /  / SMS / Web Chat / DOCUMENT SCANNING CLOUD BASED/IP CONTACT CENTRE DOCUMENT MGT Performance managed environment with Integrated and blended delivery of client/customer needs, irrespective of channel, based on skills, business rules, and supported by knowledge base, CTI and Enterprise Routing & Reporting BRIDGE TEAM CONTROLS M I Overlaps create win-win situations SALES • KPI’s and analysis • Contact Routing Strategies • Skills/role assignments • IVR • WFM • Voice recording • CTI • Screen design/build • Workflow rules ACCOUNT MGT SERVICE Software driven RETENTION UP/CROSS SELL Adds value at any touch point CLAIMS Everyone is part of the same communication loop CRM/BPM/WORKFLOW/PROCESS DESIGN & ANALYTICS “Encompasses the whole process with grey areas where people’s skills match customer needs” OPEN ARCHITECTURE DATABASE SYSTEM

  3. G1 G2 G3 1. “Old” Front & Back Office MELTDOWN Volumes Costs Service Levels Volumes 2. Contact Centre Volumes MANAGED Costs Service Levels Time This change to an integrated “Contact Centre” can be illustrated by this MI Relationship Diagram and what normally happens in a separate front & back office… Impact of G1 on 1. Impact of G2 on 1. Impact of G3 on 1. • Additional Resources • Additional Costs • Increased Revenue • No Profit Increase • Competitive Challenges • Redirected Resources • Reduced Training • Employ Temps • Service Levels Freefall • More Repeat Calls • Escalating Costs • Staff Morale Collapses

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