06.07.2017Contact Center: From Efficiency to Service and Sales

After many years of focus on operational efficiency of the customer contact center, Telco providers start to focus increasingly on quality of provided services and customer satisfaction. This ties into an overall trend in customer services globally, in which a well-functioning contact center is an increasingly important company asset and a high potential sales channel.

Adastra Business Consulting was tasked to do an in-depth review of operations in call center for residential Clients (commercial contact center, technical contact center, back office process and complaint management) with focus on contact center basic processes - organizational structure, floor management, shifting, reporting, Omni-channel etc. Furthermore, ABC was to deliver proposed adjustments to current operations that are in line with a shift in strategy towards greater quality and sales.

At the end of our health check, we have:

  1. ABC proposed adjustments in organizational structure to increase specialization of employees, remove overlaps in responsibilities and allow greater focus on agents’ development and management. Moreover, we outlined the structure and responsibilities of a new quality assurance department. These changes in organizational structure are to be made without the need for additional human resources.
  2. Many substantial recommendations were related to current KPIs structure, where efficiency indicators had a primary role and other important KPIs (quality and productivity) were not sufficiently considered, or misused. ABC proposed to create a KPIs pyramid including all contact center stakeholders to ensure that contact center goals are align with individual employee’s motivation on all levels. We also advised on best practices for tying KPIs to the employees’ incentive schema.

Our consultants also participated in numerous discussions and round-tables with the local team, providing: answers to burning questions, strategic guidance to the management team and relevant benchmarks/best practices.

Adastra Business Consulting offers complex services for telco customers including, but not limited to operations process and branch network optimization, customer lifecycle and company multichannel strategies or cross industry product partnerships and x-sell campaigns.