Call Centre Outsourcing

Following the summary of Consulting services, let us go further deep. Pressures and paint points in the Call Centre world today largely have their roots in two issues:

1) Call Centre leaders have trouble to "sell" their unit or company's performance to the board while the latter does not experience with understanding Call Centre performance metrics. The result is a vicious circle of lack of understanding and often board expectations to cut costs while usually deliverung more quality and often a higher quantity of customer interactions.

2) If we move one level lower within Call Centre organisations, operations (process, people, technology) are often not sufficiently a) aligned with goals & customer access strategies and b) among themselves not sufficiently integrated. If we look deeper at the latter issue b), we may see symptoms like this:

• Call Centre metrics based goals making the Call Centre and its people "at the end of the chain, just before the customer" responsible for mistakes of other departments
• Processes in the leader's brains but not in the manuals, let alone mirrored by relating technology.
• Loads of paperwork on the agents' workstations because they need to follow to not suffiently documented or trained processes. And because the need to "get them right" and switch between many systems on their screen (agent interface) - which distracts agents to focus on the customer.
• Technology running behind the fast changes of processes, procedures, policies and customer contact drivers from other departments (Marketing, Sales, Billing & Collectionse etc.) - leading to the bullet above.

Jens Moeller's Call Centre consulting approach goes to the root causes of such symptoms, and does not try not change everything at once. The latter will not work since the system with all these interdepending variables is too complex to achieve that. Instead, the key is to identify the symptoms, follow straight down to the roots of the issue and focus on improving them. This is the key to achieve quick results. In every single case the reciprocal influences of goals, strategies and operations (processes, people, technology) must be considered. Otherwise risks of negative impact are quite high. The quick results, in turn, may serve Call Centre leaders as a showcase to receive the "go" for further improvements.

Get in touch now for a free telephone consultation on call center outsourcing and management:  info@jmoellerconsulting.com or +44 (7811) 353 996