solutions: process

“high performing contact centres become a reality when management and their teams, the communication and all systems are aligned with customer needs”

We have first hand experience of all the typical factors that both drive and hinder the achievement of optimum performance within a contact centre. We know they work best when the management, teams, systems and communication are all effectively integrated.

CCW uses a combination of our diagnostic tools, “AIRIM” process model and industry experience to identify any weaknesses and to develop bespoke solutions for each client. Our aim is simply to maximise efficiencies, improve customer satisfaction ratings and ultimately bottom line results.

CCW can take on either very specific projects of limited scope, or broader work which for example may involve the practical set up of a new contact centre. In either case CCW has the expertise to cover people, communication, management, systems and forecasting.

“AIRIM” process model

We use a diagnostic process model to identify the optimum solution for each client. The value lies in the top down approach it follows, a scoping process that incorporates performance benchmarking. This enables us to measure results against historical performance.

• audit
  complete an initial robust top down audit of the contact centre across all five key areas
• identification
  cause and effect analysis, and performance benchmarking against KPIs to identify problem areas (flashpoints) and recommended priorities for improvement
• recommendations
  the components of a client’s “total solution” will emerge from the identification process, and priority recommendations will be presented for client agreement and implementation
• implementation
  finalise the solution and develop this into a practical action programme which CCW manages on a step by step basis
• measurement
  built in KPIs are reviewed at agreed intervals to measure progress and ensure positive results are being achieved