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Call Center Process Management 101

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Sarfraz Taj

This document provides an overview of call center process management. It discusses managing business processes and activities to common goals like reducing costs and improving customer satisfaction. The presentation covers objectives like improving performance, productivity and revenue. It identifies challenges like integrating processes, products, channels and technology. It presents a customer interaction framework and discusses metrics like interaction performance. The overall aim is understanding customer needs and optimizing processes to enhance the customer experience.

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CALL CENTER PROCESS MANAGEMENT 101 Sarfraz Taj Call Center (BPM) Specialist 1
Agenda • Introduction (5 minutes) • What is Process management (5 minutes) • What are the Objectives (5 minutes) • What are the Process Challenges (10 minutes) • Customer Interaction Framework (5 minutes) • Interaction Performance Management (5 minutes) • End Results (5 minutes)
Sarfraz Taj / Introduction • Experienced Project Manager with expertise in project management, governance, business process improvement, software analysis, database design for software, call centers. • Helped businesses to improve the efficiency and effectiveness of their CRM practice. • Assisted companies to optimize their business processes by integrating with newer customer interaction technology.
What is Customer Process Management Managing the effectiveness of operational-centric business Activities, initiatives and processes to a common set of goals and objectives, focused on the Customer
Call Center Objectives • Reduce agent’s time on non call related activities. • Reduce inbound call volume. • Reduce cost of service/customer • Improve performance against service Level agreement. • Improve customer retention • Increase use of self service channel • Improve productivity • Increase revenue • Improve Customer Satisfaction
Communication Channels IVR • Customer experience CALL SELF SERVICE EMAIL WEB • Interaction
Process Integration
Challenges Organizational Process Technology Who is the Management Integration Customer Product & Service Voice Recording Sales Improvement Desktop Management Marketing Channel Support IVR Computer Telephony Integration Call Center Quality Control Complaint WFM Services Knowledge Management
Customer Interaction Progression Customer Interaction Call Center Framework Single Point of A process and contact to Technology Telephone based Framework call center for Direct Call for service product & Services
Call Center Process Framework • Align • Manage Process People Data & Technology Information • Understand • Optimize
Q/A
CCPM 101 has been presented by the MirGroup University (MGU) For more Information go to: Please fill out your post class survey www.mirgroup.com http://www.surveymonkey.com/s/9XKLSPL (817)554-3380 If you want to teach a class please contact me or david.raucher@mirgroup.com Your CCPM 101 instructor has been: Sarfraz and Atif 817.554.3380 12

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Call Center Process Management 101

  • 1. CALL CENTER PROCESS MANAGEMENT 101 Sarfraz Taj Call Center (BPM) Specialist 1
  • 2. Agenda • Introduction (5 minutes) • What is Process management (5 minutes) • What are the Objectives (5 minutes) • What are the Process Challenges (10 minutes) • Customer Interaction Framework (5 minutes) • Interaction Performance Management (5 minutes) • End Results (5 minutes)
  • 3. Sarfraz Taj / Introduction • Experienced Project Manager with expertise in project management, governance, business process improvement, software analysis, database design for software, call centers. • Helped businesses to improve the efficiency and effectiveness of their CRM practice. • Assisted companies to optimize their business processes by integrating with newer customer interaction technology.
  • 4. What is Customer Process Management Managing the effectiveness of operational-centric business Activities, initiatives and processes to a common set of goals and objectives, focused on the Customer
  • 5. Call Center Objectives • Reduce agent’s time on non call related activities. • Reduce inbound call volume. • Reduce cost of service/customer • Improve performance against service Level agreement. • Improve customer retention • Increase use of self service channel • Improve productivity • Increase revenue • Improve Customer Satisfaction
  • 6. Communication Channels IVR • Customer experience CALL SELF SERVICE EMAIL WEB • Interaction
  • 8. Challenges Organizational Process Technology Who is the Management Integration Customer Product & Service Voice Recording Sales Improvement Desktop Management Marketing Channel Support IVR Computer Telephony Integration Call Center Quality Control Complaint WFM Services Knowledge Management
  • 9. Customer Interaction Progression Customer Interaction Call Center Framework Single Point of A process and contact to Technology Telephone based Framework call center for Direct Call for service product & Services
  • 10. Call Center Process Framework • Align • Manage Process People Data & Technology Information • Understand • Optimize
  • 11. Q/A
  • 12. CCPM 101 has been presented by the MirGroup University (MGU) For more Information go to: Please fill out your post class survey www.mirgroup.com http://www.surveymonkey.com/s/9XKLSPL (817)554-3380 If you want to teach a class please contact me or david.raucher@mirgroup.com Your CCPM 101 instructor has been: Sarfraz and Atif 817.554.3380 12