|
| |
We offer expertise in the following key practice areas:
-
eBusiness/Call Center Integration - We
assist clients in developing strategic plans to integrate the eBusiness
service model into existing call centers. Steps include defining phased
Web-based applications, the business requirements for eBusiness interactive
applications, and multi-channel technology, as well as staffing, training,
and cost/benefit analyses.
-
Call Center Audits & Benchmarking
- We conduct comprehensive call center audits and benchmarking, including
technology, customer contact and business processes, staffing, quality
assurance, and training. The findings are documented in a report that
includes recommendations for performance improvements using benchmarked best
practices and the opportunities for cost savings.
-
CRM Business Requirements Development
- We help clients to ensure that their CRM projects are on target through a
strategic assessment and a definition of their business requirements. This
involves defining customer contact processes and the required process
redesign. Redesigned processes are data mapped to existing legacy or other
customer databases.
-
Business Process Mapping & Redesign
- We conduct business process redesign using end-to-end and customer contact
process mapping. End-to-end mapping identifies process issues in the
transaction and fulfillment cycles, while customer contact mapping
identifies process issues in the customer contact cycles. Redesign is
recommended for processes with identified inefficiencies, including human
intervention, handoffs, and workarounds.
-
Technology Assessment
- We help
clients to evaluate their current technology architectural platforms and
their "gaps," including telephony/eBusiness portals, real-time Web
interaction applications, IVR, CTI, workforce management, and voice/data
monitoring technology.
-
Call Center Consolidation - We assist
clients in consolidating existing call center operations, including
developing the strategic business case, defining optimized staffing levels,
evaluating productivity and efficiency "gaps" and savings
opportunities, developing consolidated process workflows, and defining the
technology requirements.
-
Call Center Start-up - We help clients
to start green-field call centers or expand small call center operations.
This includes defining and managing the vendor procurement process for the
telephony/IVR platform, real-time Web interaction applications, forecasting
call volume and staffing ramp-up requirements, developing customer contact
process workflows, and defining the quality assurance, training, and
compensation programs.
|
