Description of the process
Process Tools refers to ongoing search for and implementation of process enhancements by either technology or new tools. The value created by this process is to maximize the proficiency of the other contact centre processes it supports through automation.
Contact centre performance is enhanced by:
- Reduced costs by improving productivity and quality.
- Reduced cycle time using electronic delivery of information.
- Access to data when it is not practical to capture manually.
This process starts with a process owner request for automation. It ends when the solution is integrated within the contact centre technology platform.
This process excludes a description of the technology tools for the contact centre Desktop Tools, Infrastructure and Automated Contacts processes.
Characteristics of a best practice
Automation enables processes to perform more effectively. The technology or tools are the solution. The key challenge is to identify the right problem to be solved.
- Contact centre professionals keep abreast of technology developments by attending conferences and trade shows, networking with other professionals and by browsing the web.
- Roles are well established. Contact centre process owners define requirements and technical experts develop the solution.
- Those impacted by the technology are involved in defining the requirements.
- Contact centre takes responsibility for planning and implementation of new technology into the contact centre.
- More focus is given to the impact on employees than to the performance or capability of the technology.
- To the extent possible, automation tools are integrated within the entire contact centre technology platform to improve efficiency and leverage relationships between data.
Relationships to other processes
Process Tools can impact all of contact centre processes. The following scenarios are offered as examples:
- The Call Handling efficiency can be improved using recording technology to record and play agent’s greetings
- Force Management can benefit from WFM systems to automate various tasks in forecasting and developing schedules.
- Force Management can also use display devices to communicate the status of the incoming queue.
- Applicant Assessment software can enhance Hiring & Selection by automating steps required to screen applicants for an agents position.
What’s in it for me?
Increased operational efficiency
Contact centre operational efficiency is defined by its internal processes and is as good as its least efficient process. By improving each process, the contact centre takes a step towards Operational Excellence. There is, however, no short cut to identifying opportunities and understanding technology solutions. It must become a matter of professionalism. Contact centre conferences are an excellent way to network, learn and get acquainted with suppliers.