Operations include quality assurance, staffing, forecasting, on-site IT support, and telecommunications. An industry leading contact center consulting organization is engaged to train agents and supervisors as well as set up appropriate processes during implementation. This organization is the Incoming Customer Management Institute (ICMI). ICMI provides consultants with 15+ years' background in contact center process management. ICMI will assist with staff selection, train the trainer for supervisors, direct training to contact center agents, and mentors during early stages of the implementation.
Quality Assurance: We maintain a quality program that combines process, technology, and practice management in order to ensure that customer satisfaction is achieved. Every call is recorded for quality purposes. The supervisor uses a scorecard questionnaire to score the agent contact. Agents are routinely reviewed and given their own scorecard report and allowed to see how they rate versus the group. Using examples of high scoring contacts, the supervisor can coach and mentor agents on a regular basis. A scorecard report is shared with the customer on a weekly or monthly basis.
Forecasting and Scheduling is handled with appropriate processes per the size of agents and number of contacts. ICMI assists to use a spreadsheet program in the case of under 30 agents. Over 30 agents, we have access to automated workforce management software that is a part of their overall contact center interaction management system. Schedule adherence reports are also available to the customer as part of the ongoing program management.
Content: Access to content entails three parts: technology, training, and ongoing content management. Data access to your systems is handled via a secured data link that is maintained at our site. Agents access customer data and account information from their desktop through secured login. Software support is handled through our IT staff. Training on account screens and how to handle inquiries is developed in close cooperation with the customer and will be given onsite during the implementation with a train the trainer to the contact center supervisor. Ongoing training and development is handled via collaborative online training or train the trainer to the supervisor. Our affiliate participates in ongoing updates to frequently asked questions or other content management systems through the contact center supervisor.
Telecommunications System: We use your telecommunications/ contact center system or use our own: We have access to a state of the art interaction management system that provides all inbound automatic call distribution, e-mail handling, fax handling, and web chat/collaboration activities, reports management, real-time monitoring and service level management, quality assurance, and much more.
Business Continuity: If you choose to use our telecommunications system and outsource a part of your contact center services to our affiliate's off-site location, we can offer you a business continuity solution as well. Due to the software nature of the system, the telecommunications system for our contact center services also acts as a disaster recovery and business continuity system you. During times of outage, disaster, or lack of access to your contact center sites, calls/contacts are redirected to our system. Your agents log in from home or other site in order to participate in the contact center activity. Your agents will require data access to your systems and to the small footprint client software from our contact center system. This can be arranged and tested in advance with a specific group and in case of major outage, extended to a larger group within hours.
Program Management: We maintain contact center operations and report to you based on the statement of work as to service level adherence, quality assurance, and staffing plans. We provide project management assistance during the implementation. Implementation and coordination is handled with a specific project plan that is detailed from your Statement of Work.
Statement of Work Activities: We have assisted numerous customers with the development of a statement of work that outlines specific deliverables, functional requirements, and plans for project coordination and cooperation. A detailed price proposal is developed based on the detailed statement of work. We can provide you with several Statement of Work templates that can be completed by you. These templates are based on the type of contact center service/solution combination you are looking for. |
