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Effective Customer Contact Centre Operations

This module develops awareness of customercontact operations.  Many analysts andteam leaders will only ever have worked in one centre or will have limitedexperience beyond responding to customer contact.  This module is designed to expand experiencebeyond their own centre, requiring students to externally benchmark theiroperation against that of another company or division. The module should buildon the ‘Introduction to Planning’ module concepts by encouraging students tochallenge internal processes.

AIMS

This module aims todevelop an appreciation that there are many solutions in response to customercontact. Understanding the importance of Service Level in driving actions,especially with respect to Real Time processes, and other staff shift rules andblending options.  By benchmarking withother businesses students will appreciate and develop new ideas and bechallenged to contextualise these ideas with respect to their own organisation.

KNOWLEDGE AND UNDERSTANDING

K1

Understand processes in other organisations and contextualise with own business

K2

Illustrate the impact changes to Service Level and other KPI’s will have on customer contact operations

K3

Interpret observations in other organisations and recommend potential improvements for own centre.

INTELLECTUAL QUALITIES

I1

Understanding different contact centre operations any identifiable differences and why they exist

I2

Develop templates to illustrate information in a clear succinct manner

PROFESSIONAL/PRACTICAL SKILLS

P1

Communicate with professionals and present observations in a clear succinct report

P2

Listen effectively and relate information gained to others

P3

Construct a business case for Best Practice implementation into the organisation

TRANSFERABLE SKILLS

T2

Ability to speak confidently to industry professionals

T3

Ability to communicate recommendations in written report

T4

Understand the impact of improvement recommendations for stakeholders

        

CONTENT

Benchmarking Theory

  • Review of Case Studies and identification of Best Practice
  • Using framework to contrast and compare organisations
  • Contextualising differences

Reports

  • What makes a good report
  • Understanding audience
  • Use of jargon / technical terms

Benchmark Exercise

·      Investing time to understand other organisations

·      Asking the right questions

·      Different methods of benchmarking

Customer Contact Delivery

·      What makes good service

·      Customer contact hygiene factors

·      Routing Strategies

·      Service delivery mechanisms

Contact Centre Structure

·      Overview of the role of technology in effective planning

·      Team structures

·      Roles and responsibilities – frontline management and support functions

print
Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Contact Technology
Customer Service Quality
Financial Controls and Reporting
Industry Investigation
Innovation and Change Project
Introduction to Planning
Leadership and Building Teams
Operations and Quality Systems
Principles of Project Management
The Customer Contact Environment
Understanding Resources
You and Your Development


 

Select the event below to see more detail

2017 Summer Graduation

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