Once the call center has determined its strategy, and ensured that it is aligned with the organization’s goals, process is the course of action used to give that predetermined strategy life. In this quest, we at BCE Elix have identified a suite of engagements that influence and fulfill your strategy’s objectives. Unique to the contact center, they are the performance metrics and reporting functions that ensure that your strategy is delivering as promised, with the checks and balances of specific performance optimization metrics, process mapping, workforce management (WFM), call routing, and the implementation of quality monitoring programs. All in all, the process section of the puzzle is the means by which an organization’s strategy, people, and technology are harmonized and made possible.

Performance and Analytics
Process Mapping
Workforce Management
Call Routing
Quality Management

Most contact center activity flows from a process, and broken processes can cause huge financial losses. The only way to see what’s working and what needs to be improved is to map the processes in your contact center. Something as intricate and important as process mapping needs expertise. BCE Elix has an elite team of advisors who can deliver performance improvements in the range of 10-15%, on time and on budget.

BCE Elix has more than 25 years of contact center experience, and our specialists have the knowledge and experience to bring you the best practices of best-in-class centers. They can help establish a process to review, analyze, and update performance measures; set realistic quality and productivity goals; and streamline the methods used to assess your operational performance. In short, they can help you implement a process or processes that bring new life to your contact center strategy.

BCE Elix offers a product-neutral portfolio of solutions and uses internationally acclaimed and proven contact center products and operations management methodologies. We will work with your management team, Human Resources, union groups, etc., to ensure a smooth transition from one system or practice to another, while using proven communication practices to achieve that much-needed buy in. When it is time for implementation, we’ll be there as much or as little as needed to ensure a seamless changeover.

Let our team of experts at BCE Elix help you start realizing your cost savings sooner rather than later.

Maintaining a cost-effective and profitable contact center operation that consistently contributes to your organization’s bottom line depends on your ability to clearly define performance standards and effectively measure them using quality reports and analytics. Optimizing performance is therefore critical to leveraging current standards and metrics to enhance the performance of your people, processes, and/or technology in unison with the organization’s overall business objectives.

Benefits:

Understand your center’s goals in relation to your organizational business goals

Identify any gaps

Ensure that what you currently measure is aligned with what you want to achieve

Consolidate and customize your center’s metrics and reports to address your specific business needs

Use analytics to drive the customer’s voice into your business

Leverage analytics to drive costs down and refine your business drivers

Process mapping is a visual picture of the flow or sequence of events (i.e., a flowchart) that results in a product or service. It involves the documentation of the steps involved in that process with the intention of reducing and/or streamlining the number of steps, the time, or the people involved to maximize efficiency. It can be applied to virtually every process within an organization.

Benefits:

• In-depth analysis of the process as a whole leads to the identification of potential performance improvement areas
• Examination of the process from an organizational view clarifies roles and hand-offs and enables accountability to be tracked
• Process mapping can reduce operational costs by eliminating as many as half of the steps in most processes, as well as the root causes of systemic quality problems

WFM is the automated prediction of forecasting and scheduling needs in balance with such contact center work factors as optimal staffing levels against anticipated (and sometimes unanticipated) workloads, service levels, and resource/technology capabilities. Complicating this process is the need to consider other dynamics such as agent preferences and unexpected absences. WFM allows managers to turn contact center data into actionable information that can be used to drive high levels of contact center performance via increased employee productivity.

Benefits:

• Be able to use what you have today and leverage it even further
• Gain up to 60% more functionality from your current WFM solution
• Determine the effectiveness of your current workforce tools and identify process gaps and costs related to inefficiencies
• Optimize the WFM process with an array of reports and charts that build schedules according to the multiple variables of agent seniority, rank, skills, etc.
• Improve productivity and efficiency with an emphasis on reduced costs and improved employee morale

Call routing is all about having a routing strategy in place that allows you to plan what happens to your customers when they contact you. Will that customer reach an agent with the right skill set to thoroughly answer this particular question? Will the customer experience be improved or harmed depending on which agent takes the call? Will first call resolution be achieved if the customer reaches a trainee or will there be a greater success rate if the call is handled by a senior agent? Call routing allows the contact center to take a proactive approach by deciding in advance on the business rules to have in place for the desired outcome based on the objectives of the overall business strategy.

Benefits:

• Map your existing call routing process to see all the options presented in your existing system
• Assess what can truly be directed to selfservice and what should be directed to an agent, particularly in light of potential upsell/cross-sell opportunities
• Ensure that customer complaints and/or problems are routed to your more experienced agents with the right skill sets
• Build a solid foundation from which data can be analyzed for customer churn rates, first contact resolution, an improved customer/agent experience, overall efficiency, and bottom line profitability
• Improve agent satisfaction by having agents handle inquiries that are sent to them based on their individual skill level or, through customer segmentation, be elevated in status by handling the organization’s most valued customers

When faced with industry analyst statistics that state that attracting a new customer can cost as much as 30 to 40 times more than keeping an existing customer, customer loyalty becomes increasingly important. Customer retention begins with an understanding of the quality of service that your center is delivering. Therefore, quality monitoring (QM) is an outstanding method for understanding that quality (or lack of it) through the identification of trouble areas within your contact center. By being alerted to these problem areas without delay, necessary adjustments can be made, often before your customers are affected. Quality monitoring can give you the information you need to help you focus on optimizing your people, processes, strategy, and technology to ensure a stellar customer experience.

Benefits:

• Investigate breakdowns in service, product, or technology processes that affect the business
• Conduct a more effective root cause analysis via a very important source—the voice of the customer (VoC)
• Make more accurate business decisions that not only contribute to driving the overall business strategy and improved revenues, but can also get money in return from suppliers who haven’t delivered, etc.
• Enhance quality control, agent productivity, calibration of quality monitoring processes, and the ability to pinpoint where the service is breaking down, all in real time
• Identify coaching and training opportunities
• Perform trending analysis for proactive vs. reactive solutions
• Ensure adherence to processes

For more information, you can either fill out the information request form, or email Erika Van Noort.