This document discusses quality management and business process improvement in call centers. It describes how measuring customer touchpoints and mapping customer journeys can help improve processes and customer experience. Broken processes, low agent morale and resolution rates are common issues. The presentation recommends designing customer interactions to streamline processes across departments and systems using a platform like CaseBlocks. This allows automating end-to-end processes to increase customer satisfaction, productivity and sales while reducing costs.

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Quality Management and
Business Process
Improvement in the Call Centre
Presenter: Bryan Schneider
Business Process Improvement
Consultant

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What
Customers
Want
How do We
Respond
Effectively
Depends on
Processes
that support
Customer
Interactions
Through all
Channels

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Measure how the Customer experienced us at these Touch Points
Establish where we Touch Customers
Improve &
Automate the
Process
& Quality
AS IS
Better Value

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Common Issues
• Broken processes
• Lower agent morale
• Lower first contact resolution

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The Challenge
HR Sales AccountsProducts
Work
Orders
People are accessing multiple systems to carry out single tasks, the real
process exists outside of the systems and in the actions of people interacting
with each other. Consequently, processes are ungoverned and difficult to scale.

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What we want to Achieve
• Increase customer satisfaction
• Meet service level agreements
• Increase sales and profitability
• Increase agent productivity
• Lower operating costs

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What do we need to look at
• Customer Experience quality of the processes
that direct customer interactions at each
touchpoint of a customer’s experience.
• Orchestrating the design of customer
interactions to meet customer we will more
effectively, serve customers in less time.
• By Designing Customer Interactions we will
Achieve Business Objectives

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The Million Dollar Question
For every customer touchpoint;
1. What is the most effective way to
design the overall customer interaction
to achieve consistent, predictable,
efficient and satisfying customer
experience?
2. What are the Enablers

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The How
• Customer Interaction Design enables call centres to
maximize the consistency and quality of every customer’s
experience.
1. Assess – How do the touchpoints that comprise an
interaction work together?
2. Map – What are the call segments and types that
must be included in the project?
3. Analyse – What are the opportunities for
improvement?
4. Engineer – How do we structure that process?

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Key Steps
• Identify data which needs managed
• Identify activities and sequencing
• Identify how to deliver work to staff efficiently
• Define service levels on time-sensitive activity
• Allocate roles, responsibilities and entitlement
• Measure, analyse and change

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The Solution through CaseBlocks
Company wide business processes are now automated through a single platform, with
end-users focused on process improvement rather than working around silo systems.
HR Sales AccountsProducts
Work
Orders
Data integration
Custom Business Processes

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Fitting in with existing IT
Cloud or On-premise
Cloud apps On-premise apps
JSON over
HTTPS
JSON over HTTPS,
web services, APIs,
custom integration

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Implementing – Then
Case Template
Configuration
Users &
Teams
Data Load
Configure &
Integrate
Requirements Test Train
CaseBlocks
In Production
Measured
Rapid
Deployment
& Now

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The Results
R4m in one year on Resources 300% increase in Sales for last year
25% reduction in end to end processing time

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QUESTIONS