This section deals with the best practices associated with the core processes required to operate a call centre. The focus is on operational excellence (efficiency) of these fundamental processes. These are processes that are present (in various degrees) in all centres and make up the centre’s operational characteristics.

On this page we provide a brief definition of all best practices within each of the contact centre pillars.  By following the link (where available) you can find out more about each best practice – a full description of it, its characteristics and relationship to the other practices.

Business Processes deal with tasks executed by call centres to achieve business unit goals.

Best Practice	Definition
Hiring & Selection	Staffing the call centre with fully qualified employees
Skill and Knowledge Transfer	Training and coaching
Force Management	Scheduling call centre staff efficiently
Call (contact) Handling	Framework and standards for a customer contact
Quality Listening	Listening and measuring calls for quality
Fulfillment	Completing a customer request
Change Deployment	Implementing and institutionalizing changes into the call centre
Call Centre Performance Management	Reporting operational data and managing day-to-day operation

 

Technology deals with automation of call centre activities from a “user” perspective.

Best Practice	Definition
Desktop Tools	Automated tools for the call centre agent
Infrastructure	Routing a customer contact from its source to its destination
Automated Contacts	Automating tasks for customers and agents
Process Tools	Automating tasks for other call centre processes

 

Human Processes deal with the capabilities and accountability of employees in the call centre.

Best Practice	Definition
Agent Roles/Responsibilities	Call centre agent job description
Agent Skill/Competencies	Profile of a call centre agent
Performance Feedback	Monitoring continuous improvement of agent performance
Leadership Roles & Effectiveness	Leadership job description and profile

 

Strategy provides a sense of purpose for the call centre.

Best Practice	Definition
Call Centre Role	Customer channels supported by the call centre
Business Model	Capability required in serving the channels

 

Structure deals with the framework of the call centre.

Best Practice	Definition
Hours of Operation	Open and close time
Call Centre Layout & Design	Physical attributes of call centre
Organizational Design	Grouping of call centre personnel