When consistently trying to make efficiency savings in your contact centre it can be difficult to try to secure more budget. We've put together some top tips for formulating a plan and making your business case.
Budget constraints mean project funding has tight scrutiny. Any project plan must meet business goals with a strong likelihood of success. You need to show how your actions align with the top three business strategies. Now and in the future.
For example: show how your Customer Experience plans will drive down costs and improve agent productivity. Then detail the impact for the next two to three years after you have achieved return on investment.
Before you start, ask yourself if you are able to clearly identify the reason change is needed. What is broken or has changed? Do you know what’s holding you back and why you can’t meet your goals? If you can’t answer, then take a step back and focus time and energy to understand the ‘real’ reason you need change. Then identify the costs associated with this challenge. Complete a financial analysis.
For example: consider using the “5Why’s” methodology to reach root cause. Map out a SWOT analysis of these root causes. Identify threats and opportunities. Define how they will impact both business and contact centre success now, and in the next two years.
Objectively consider if senior management view your team as a cost or profit centre. If cost centre, what could you do to show that you are making a real contribution to the success of the business?
For example: how will these actions drive down costs in other areas? Will you promote customer loyalty and increased lifetime customer value? Will your team be able to deliver renewed customer focus?
Take the time to consider the project from every stakeholder’s point of view. Your project will compete for time and resource from wider stakeholders. Others such as IT, operations and management have their own issues. How do your goals impact them? Work with peers to see their picture. Understand if they can identify with your pain. Consider how your project will help to solve a shared problem. Plan how to align team actions and improve success. Be sure to canvas your leader’s opinion. Learn about their challenges. Present your plan with their context in mind.
For example: understand each stakeholder group’s needs and concerns. Consider how your project will compete with or support their plans. Plan to engage with them to keep your project on track.
Detail how not acting will impact your team and its productivity. While the human cost has a value, be sure to detail the business cost now and in the medium term. If there is no cost, rethink.
Success has two sides; the financial measures and the team engagement. Ensure that you have a clear return on investment. Back up the reasons that your project has a compelling priority. Your challenge has a real cost, usually in both efficiency and morale. You are proposing a solution to remove those costs. There will be real benefits too. Be sure to specifically quantify each cost.
For example: ‘we will remove 30 seconds of call time, this will allow us to handle 10% more calls each day. The integrated system means agents will be in control from the start of each call. Currently our team satisfaction rating is 78% we expect that ease of working and confidence boost will improve this to 85%.’
Publish Date: May 9, 2017 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
|11.)||PCA Advisors Ltd|
Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
|15.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|16.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|17.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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