Technology, Process and People are three components that need to blend together carefully to generate call center success in fulfilling its mission and reaching the preset vision.

Though implementing the right technology can make the call center more efficient, investing in people is the key to success and proper processes are the way for proper management of people. Etisal consultation services will help business

• Accurately define call center strategy and requirements
• Properly establish call center
• Increase efficiency through training and review of operation processes and technologies
• Ensure peak performance and results through auditing

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Analysis of Business Processes

The operation of the call center requires planning, implementing and adjusting processes, procedures and tasks that allows the call center to offer superior service to callers. Etisal consultants perform contextual analysis to define and streamline the business processes related to the call center operations. The business processes includes Scripts, reports, escalations etc.

Organization and staffing

Guided by the call center vision and objectives, it is important to develop the call center organizational structure, roles and responsibility.

The first step to attaining suitable call center agents and employees is the selection process. Based on the job requirements Etisal consultants utilizes a sophisticated multi-staged selection methodology to select the most suitable agents and train them appropriately on needed aspects

People monitoring and evaluation process and criteria should be defined, explained to the agents and practiced periodically. Evaluation criteria should be objective with no room for subjective opinions and should be explained to the agents.

Technology review

This will include review of the needed customer interaction channels (Phone, email, fax, etc) and the related technology (PBX, ACD, external E1 trunks, etc). Depending on the criticality of the call center operation, It is also important to review of the continuity of business planning (risk analysis, continuity of business measures, recovery measures, testing processes).

Development of Service Manual

Procedures need to be documented to ensure standard operation by all staff. The procedures also serve as an educational tool for new staff reducing the time and cost of training of new agents.
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To ensure smooth operation of the call center, Etisal experienced consultants are able to reside on site for certain period of time to manage the call center providing guidance and on-job coaching to the agents and supervisors focusing on:

• On job training and coaching
• Workload forecasting and Scheduling
• Day-to-day operations
• Monitoring operation quality

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The review will prioritize opportunities based on potential for cost reduction, error reduction, service improvement, and revenue enhancement. The review will focus on improvements in the following areas:

• Call Center Operations (call load forecasting, scheduling, staffing)
• Organizational (structure, recruitment, hiring, training, motivation)
• Information Technology (needed technology, continuity of business, data security)
• Workflow (process, reporting, communication)

Some of the improvements realized through this process include:

• Increase Customer Satisfaction
• Increase Revenue Per Call
• Decrease Cost Per Call
• Improve Agent Productivity
• Reduce Agent Training Costs