The key for success is to concentrate on perfecting the process to ensure your results are successful. Check out these 6 Tips to perfect your call center process.
The key for success is to concentrate on perfecting the process to ensure your results are successful. Check out these 6 Tips to perfect your call center process.
Introduction to OAuth 2.0 - the technology you need but never really learnedMikkel Flindt Heisterberg
An introduction to the OAuth 2.0 protocol for developers and information on how to register apps in on-prem IBM Connections and IBM Connections Cloud. A narrated recording of the demo is available on Youtube here >> http://www.youtube.com/watch?v=Sqt8KZ0jnC4
Making Better Joe Kilbride, Kilbride Consulting, Inc. Exce.docxsmile790243
Making Better � Joe Kilbride, Kilbride Consulting, Inc.
Excerpt from Chapter 2: Making Sense
SIPOC (Customer-Supplier Chain)
What is it?
A method used to clarify the value chain in which you
operate. It is often used to:
♦ Develop team purpose or mission
♦ Identify possible “quick hit” opportunities to eliminate
some non value-added outputs
♦ Select a core process to redesign
♦ Clarity key customer or supplier relationships needing
improvement
The name SIPOC derives from the content of the chain:
Suppliers, Inputs, Processes, Outputs, Customers.
How do I use It?
� Identify the team or organizational unit for which the
SIPOC chain is being developed.
Inevitably this chain is a sub-unit of other, larger chains
and has sub-chains within it. Use your judgment to
decide the proper level of perspective, but it is
generally best to focus on the SIPOC of the group
completing the chain.
� Clarify roles and allow 30-60 minutes to complete the
chain.
� Brainstorm to fill the SIPOC one category at a time.
HINT: Suppliers and Customers are WHOs,
Inputs and Outputs are WHATs, and Processes
are HOWs. Therefore the S, I, O, and C columns
should be lists of nouns. The Process column
should be written in the form Verb-Direct Object,
e.g., Take orders, Write Code, Select vendors,etc.
To complete the chain, it usually works best to…
♦ Start with Product/Service Outputs,
♦ Then work backwards from there by identifying the
Processes that produce those outputs,
♦ The Inputs to those processes, and
♦ The Suppliers of those inputs (both internal and
external).
♦ Finish by identifying all Customers (internal and
external), i.e., anyone who receives and uses your
Product/Service outputs.
HINT: For some types of knowledge work, you
might also include anyone whose behavior you
wish to influence through your work processes.
Making Better � Joe Kilbride, Kilbride Consulting, Inc.
Excerpt from Chapter 2: Making Sense
Don’t be surprised to discover overlap
between your lists of Suppliers and
Customers. This indicates life is more non-
linear than this method, and explains why
managing these relationships can be so
challenging. At one minute, you are a
supplier; the next a customer, and often
within the same conversation.
� Refine your Processes into a final list of 5-15. You
may divide your list of processes into three types
based upon the process model illustrated at right and
described below:
CC Core
processes
directly add
value to
customers
Examples are:
• New Product Design
• Production
• After-sales support
SS Support
processes
enable the
Core
processes
Examples are:
• Finance
• Facilities management
• Information management
GG Governing
processes
direct or
monitor other
processes
Examples are:
• Strategic Planning
• Performance Reviews
� Analyze the chain to identify areas for improvement.
Use a red pen to “f ...
Agenda for Class 3
• Q&A about Value Proposition
• Team Presentations: Value Proposition Findings
• Summary about Customer Segments • Work for Next Week
Introduction to OAuth 2.0 - the technology you need but never really learnedMikkel Flindt Heisterberg
An introduction to the OAuth 2.0 protocol for developers and information on how to register apps in on-prem IBM Connections and IBM Connections Cloud. A narrated recording of the demo is available on Youtube here >> http://www.youtube.com/watch?v=Sqt8KZ0jnC4
Making Better Joe Kilbride, Kilbride Consulting, Inc. Exce.docxsmile790243
Making Better � Joe Kilbride, Kilbride Consulting, Inc.
Excerpt from Chapter 2: Making Sense
SIPOC (Customer-Supplier Chain)
What is it?
A method used to clarify the value chain in which you
operate. It is often used to:
♦ Develop team purpose or mission
♦ Identify possible “quick hit” opportunities to eliminate
some non value-added outputs
♦ Select a core process to redesign
♦ Clarity key customer or supplier relationships needing
improvement
The name SIPOC derives from the content of the chain:
Suppliers, Inputs, Processes, Outputs, Customers.
How do I use It?
� Identify the team or organizational unit for which the
SIPOC chain is being developed.
Inevitably this chain is a sub-unit of other, larger chains
and has sub-chains within it. Use your judgment to
decide the proper level of perspective, but it is
generally best to focus on the SIPOC of the group
completing the chain.
� Clarify roles and allow 30-60 minutes to complete the
chain.
� Brainstorm to fill the SIPOC one category at a time.
HINT: Suppliers and Customers are WHOs,
Inputs and Outputs are WHATs, and Processes
are HOWs. Therefore the S, I, O, and C columns
should be lists of nouns. The Process column
should be written in the form Verb-Direct Object,
e.g., Take orders, Write Code, Select vendors,etc.
To complete the chain, it usually works best to…
♦ Start with Product/Service Outputs,
♦ Then work backwards from there by identifying the
Processes that produce those outputs,
♦ The Inputs to those processes, and
♦ The Suppliers of those inputs (both internal and
external).
♦ Finish by identifying all Customers (internal and
external), i.e., anyone who receives and uses your
Product/Service outputs.
HINT: For some types of knowledge work, you
might also include anyone whose behavior you
wish to influence through your work processes.
Making Better � Joe Kilbride, Kilbride Consulting, Inc.
Excerpt from Chapter 2: Making Sense
Don’t be surprised to discover overlap
between your lists of Suppliers and
Customers. This indicates life is more non-
linear than this method, and explains why
managing these relationships can be so
challenging. At one minute, you are a
supplier; the next a customer, and often
within the same conversation.
� Refine your Processes into a final list of 5-15. You
may divide your list of processes into three types
based upon the process model illustrated at right and
described below:
CC Core
processes
directly add
value to
customers
Examples are:
• New Product Design
• Production
• After-sales support
SS Support
processes
enable the
Core
processes
Examples are:
• Finance
• Facilities management
• Information management
GG Governing
processes
direct or
monitor other
processes
Examples are:
• Strategic Planning
• Performance Reviews
� Analyze the chain to identify areas for improvement.
Use a red pen to “f ...
Agenda for Class 3
• Q&A about Value Proposition
• Team Presentations: Value Proposition Findings
• Summary about Customer Segments • Work for Next Week
Cracking The Business Development Management Code (2-3 days)Ashraf Osman
BDM or Business Development Management/Manager. A title that is misunderstood by almost everyone!
What do BDM's do? How can help grow their companies' revenue?
These questions and more are addressed in this unique course, delivered by the uniquely qualified sales effectiveness consultant Ashraf Osman
Discover a world of freelance jobs and remote work opportunities on GetUpWork. Join a thriving freelancer platform connecting skilled individuals with projects. Find flexible, skill-based gigs and work from anywhere!
A guide on how to train your customer service agents to adapt themselves to the changing times, that enables them to appreciate and be motivated to provide exceptional customer support.
1. Created By: Kathy Avila
Introduction to the Call Center
Process
FEBRUARY 2011
2. Created By: Kathy Avila
WELCOME
Welcome to the Introduction to the Call Center Process Course
• Introductions
• Ground Rules
• Expectations
• Activity
3. Created By: Kathy Avila
After completing this course, you will
be able to:
Identify how requests are received.
Identify the different types of requests
Differentiate Benefit (B) from Sales (S)
requests
Identify key systems
Determine services
Explain re-directing calls
Course Objective
4. Created By: Kathy Avila
Course Agenda
These are the lessons that are included in this course:
Lesson # Lesson Title Duration
Lesson 1 Overview of the Call Center Process 40 Minutes
Lesson 2 Certification Process 30 Minutes
6. Created By: Kathy Avila
New Terminology
New Term Description
Benefit Something that is advantageous or good of the
client.
Re-direct To change the direction or focus of a call from a
client.
7. Created By: Kathy Avila
After completing this lesson, you
will be able to:
Identify how requests are received.
Identify the different types of
requests
Differentiate Benefit (B) from Sales
(S) requests
Identify key systems
Lesson Objectives
9. Created By: Kathy Avila
Types of Requests
Call Center Associates receive several different types of requests
including the following:
Benefits SalesStandard
10. Created By: Kathy Avila
Determining the Type of Request
“I would like to check the
status of an order________.”
“I need a benefits
estimate for _____.”
11. Created By: Kathy Avila
You should now be able to:
Identify how requests are received.
Identify the different types of
requests
Differentiate Benefit (B) from Sales
(S) requests
Identify key systems
Lesson Summary
12. Created By: Kathy Avila
You should now be able to:
Identify how requests are received.
Identify the different types of
requests
Differentiate Benefit (B) from Sales
(S) requests
Identify key systems
Determine services
Explain re-directing calls
Conclusion
13. Created By: Kathy Avila
Are there any questions I can answer for you before we conclude this
course?
Questions?