call center best pratices linkage
DESCRIPTION
This one page overview reflects now all the Best Pratices work together to provide Customer Delight which is most important factor for Call Centers. Any Questions contact Brian HughesTRANSCRIPT
Contact Center Process Linkage Map – Deliver
& Support
Recruitment/
Selection
Acclimation
and
Training
Performance
Eval-Scorecard
& Quality
Monitoring
Performance
Management
Career Planning and Leadership Development
Balanced Life
Training (Reoccurring Agent, Supervisor, Manager, Client Relationship, HR)
Employee
Survey
Workforce
Management
Recognition
And
Appreciation
Client
Contact
Management
Financial
Transaction
Processing
Customer
Inquiry
Management
Customer
Interaction
Management
Quality Assurance and Management
Legend:
Gold box = Deliver (directly & consistently
touching client & customers)
Green box = Support (necessary operations
indirectly or infrequently
touching client & customers
Workload
Placement
Capacity
Planning
Earned
Headcount
Budget
Link to R&S
occurs only
when first
staffing CC –
all other, link
to WFMPromotion/
Job Code
Change
Separation –
Admin Exit
Compensation
and Benefits
Service
Level (SLAs)
Management
Customer
Survey
Customer
Delight
Performance
Improvement
(Career
Commitment)
Escalation
Project
Management
Change
Management
Full-time
Student Intern
& Part-time