Highlights from blog
 

RE-ENGINEERING

Business Process Improvement through Redesign/Reengineering (BPR) for Call/Contact Centres

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Consulting Services & Expertise

We offer business process redesign/reengineering  (BPR) for call/contact centre processes.  The eService business model requires streamlined, closed-loop process for effective customer contact and self-service.  Business process redesign is often used to help traditional call centres migrate to effective multi-channel customer contact centres.

Process Mapping is an integral part of our approach and the Training Program and Quality Development efforts.

We are very experienced with business process mapping and redesign for service delivery in centers handling order entry, customer service, credit and collections, technical support, help desk applications, and telesales functions.  We use this technique to define end-to-end processes including customer contact, transaction, and fulfillment processes.

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Our Consulting Services Includes:

 

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  • Documenting existing end-to-end business and customer contact processes
  • Mapping existing end-to-end business and customer contact processes to identify:
    • Potential failures at key integration points;
    • Incomplete process;
    • Current service issues;
    • Departmental handoffs and manual workarounds/intervention points;
    • Key escalation points and issues;
    • Customer touch points;
    • Screen navigation and systems accesses;
    • Opportunities for customer self-service applications – IVR & Web;
    • Requirements for agent information access and desktop functionality;
    • Information technology requirements;
    • Business requirements for Customer Relationship Management (CRM).

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    • Redesigning/reengineering end-to-end business and customer contact processes for the  future , to include:
      • Seamless flow by reducing and/or eliminating points of failure;
      • Easy access and usability to multiple and/or legacy systems;
      • Eliminating duplicate handling, multiple handoffs, and redundant steps;
      • Building in up-selling and cross-selling opportunities.
      • Integration of new Technology
  • Recommendations for one time customer service for a seamless experience through process redesign/reengineering that automates workflows and eliminates manual processing, workarounds, and escalations.

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How is Our Approach Unique?

Our approach to business process redesign is unique because we use this approach as a basis for:

  • Defining customer contact process steps in detail;
  • New hire training;
  • Updating staff on new procedures and business processes;
  • Quality assurance monitoring – typically defined as meeting a “workflow standard;
  • Defining detailed user requirements from a service perspective – based on customer contact dynamics and transaction requirements;
  • Pinpointing automation opportunities;
  • Defining processes which need to be redesigned before automating for self-service (IVR or Web);
  • Identifying opportunities for customer self-service – IVR and Web-based applications.