Call center process improvement is an in-depth analysis of current processes and workflows used in the center. The process begins with the documentation of current or "As Is" workflows.
The result is the development of "To Be" workflows that address inefficiencies, repetitive steps, opportunities for automation and/or offloading.
Call center process improvement consultants
use process workflows as a tool for Identifying opportunities for efficiencies, automation and self-service. Call center process improvement consultants re-designing sales and service business processes.
Contact center process improvement consultants identify opportunities for efficiencies, automation, self-service, FCR (First Contact Resolution).
Contact center process improvement consulting document and diagram current “As Is” processes in a workflow format.
Call center process improvement consultants document customer touch points, moments of truth, systems access screen navigation, points of failure, manual steps, incomplete hand-offs, escalation points.