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KEY STEPS TO AN EFFECTIVE CALL CENTRE
A complete model of call center operations to assist businesses in reaching their goals. The
book "Key Steps to an Effective Call Center" is required reading for any organization wanting
to cost effectively provide superior customer service in a call center environment.
What is a Call Center?
There are many definitions for the term "call center." At the most basic level it is any firm doing business on the phone. The standard concept, however, is of a larger operation. According to Annita Lala, an expert in call center operations and a TMG Consultant, a call center is a "sales-and-service marketing channel that provides a quality product or service based on the performance of its people, processes and technology. The distinguishing characteristics of a well run call center operation is the degree to which it adheres to a stated set of operating principles on a continuous basis."
Call Center Business Model
The Call Center Business Model that TMG uses represents an overall call center strategy. The Mission and Vision represent the organization's immediate and long-term goals. All other parts of the model are designed to drive the operation toward achieving its mission.
| MODEL |
KEY STEPS |
| Mission and Vision |
Establish the mission and vision of the operation. |
| Business Measures |
Establish measurable business objectives that support the mission and vision. |
| Performance Drivers |
Identify the key numerical drivers that impact the business objectives. |
| Business Practices |
Assign key roles and responsibilities required to achieve goals. |
| People Process Technology |
Ensure that all policies procedures resumed technology support the mission, business objectives and key drivers. |
| Culture |
Create a culture that supports the mission. |
1Bergevin, Réal, 23 Steps to an Effective Call Centre. NuComm Solutions, Inc. 2000
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