Call Center Best Pratices Linkage

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This one page overview reflects now all the Best Pratices work together to provide Customer Delight which is most important factor for Call Centers. Any Questions contact Brian Hughes

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Call Center Best Pratices Linkage

  1. 1. Contact Center Process Linkage Map – Deliver & Support Training (Reoccurring Agent, Supervisor, Manager, Client Relationship, HR) Change Capacity Management Career Planning and Leadership Development Planning Project Recognition Link to R&S Management And occurs only Compensation when first Appreciation Workload and Benefits Placement staffing CC – all other, link to WFM Promotion/ Job Code Full-time Balanced Life Performance Change Acclimation Eval-Scorecard Workforce Recruitment/ and Performance & Quality Management Selection Training Management Monitoring Separation – Admin Exit Student Intern Performance & Part-time Improvement (Career Earned Commitment) Headcount Budget Customer Interaction Management Client Service Customer Financial Escalation Customer Legend: Contact Level (SLAs) Delight Transaction Survey Management Management Gold box = Deliver (directly & consistently Processing touching client & customers) Green box = Support (necessary operations Customer indirectly or infrequently Inquiry touching client & customers Management Employee Quality Assurance and Management Survey

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