solutions:
benefits
“the key benefits we offer our clients are
improved bottom
line results, increased customer satisfaction levels and
competitive advantage”
How do we do this?
Through improved management and staff performance, more effective
communication and better integrated forecasting and IT systems. The table below
summarises the many challenges faced by contact centres, and sets out the key
benefits that CCW can deliver to clients across the main operational
categories.
typical challenges |
key benefits |
overall
- underperforming business failing to achieve KPIs
/targets
- poor customer satisfaction resulting in lost business
- lack of understanding of outsourced relationships, SLA's
and the measurement of outsourcers
|
overall benefits
- improved bottom line results
- increased customer satisfaction levels
- improved customer retention and competitive advantage
- reduced costs
- protection of brand values even if outsourced
|
management
- managers lacking basic business management and
communication skills resulting in demotivated staff
|
management benefits
- enhanced management performance
|
people
- high staff turnover / absenteeism due to ;
- poor communications
- poor performance management
- negative culture
- unrealistic expectations
- cultural / multi-national team issues
- poor recruitment policy
- unreliable IT systems
|
people benefits
- better motivated staff
- increased staff retention
- improved internal culture
- enhanced training programmes
- reduced labour costs
|
communication
- poor internal communications causing inefficiencies,
typically ;
- vertical
top down / bottom up
- horizontal
cross-team /
departmental with external stakeholders
|
communication benefits
- improved internal communications
- improved inter-departmental communications (by introducing
an "EMCS" external management communications system eg: between CC and
operations, sales & marketing)
- improved awareness of the "front line"importance of the CC
- increase external stakeholders' understanding of the value
of the CC representing the brand
|
IT systems
- inadequate / unreliable IT systems affecting service
quality and morale
|
IT systems benefits
- more appropriate, reliable and user-friendly IT systems
|
forecasting/planning
- inadequate data analysis and reporting
- inadequate / non-existent forecasting leading to schedule
inefficiencies
|
forecasting/planning benefits
- improved understanding of CC measurement and MIS
information
- maximise staff efficiencies
|