Make Call Centers More Powerful

Help your call center agents punch above their weight.

What’s the next, best step your business should take to make its call center more effective? The answer to that question isn’t always clear. Indeed, it could involve:

• Revamping customer service business processes
• Improving ties between service, sales and marketing groups
• Replacing or upgrading software that’s not up to the task
• Overhauling the underlying call center technology infrastructure
• Adopting new on-premise CRM software
• Embracing the service cloud

But which strategies will best meet your organization’s requirements?

Call Center Effectiveness: Solution Discovery

To help businesses understand the next, best step required to make their call centers more effective, Innoveer offers a Call Center Effectiveness Solution Discovery. This expedited analysis identifies the specific steps an organization should take to maximize its customer service and call center program results for minimal investment.

In a two-week engagement, Innoveer evaluates your organization’s current call center capabilities, using our unique CRM Excellence Framework to identify the customer service capabilities in which your organization excels, as well as which need work.

In particular, Innoveer’s Call Center Effectiveness Solution Discovery focuses on the following areas:

• Business requirements analysis: What business results should the call center achieve?
• Customer experience: Identify the services and experience that customers expect from your call center
• Best practices: Examine operational practices that the call center must embrace to benefit the overall business
• Technology assessment: Determine the infrastructure required to support optimal call center effectiveness

These activities will enable your organization to identify immediate enhancements that utilize existing capabilities, as well as medium-term goals that will lead to an even greater return on call center investments.

Prioritized Plan For Enhancing The Call Center

Why focus on the next step? Based on Innoveer’s extensive experience and benchmarking the CRM practices of hundreds of organizations, we’ve found that the best path to customer service effectiveness is to identify what an organization already does well, as well as what it needs to do better. To achieve the biggest return on investment and immediate business benefits, first improve the service areas in which your organization doesn’t excel.

Accordingly, Innoveer’s Call Center Effectiveness Solution Discovery prioritizes low-cost, easy-to-achieve results, and ensures that projects get implemented in small, discrete stages that deliver the targeted functionality.

The plan also balances the needs of call center agents and service managers. Only by addressing both of those constituencies will an organization create a call center effectiveness program that fosters high levels of user and manager adoption, reinforces customer loyalty, captures a sufficient amount of data to support business intelligence and analytics dashboards, and which delivers real business results.

Healthcare Provider Success Story

For example, Innoveer helped a leading health services provider deploy a new CRM system to deliver more effective customer service. Notably, the application replaced multiple, outdated legacy systems, and provided — for thee first time — a consolidated view of all customers, regardless of the channel.

As a result, the healthcare organization gained much more sophisticated and reliable approaches for managing its customer information and the service experience. Furthermore, moving from a paper-based to an automated system lead to increased call center agent accountability as well as efficiency within the call center. Notably, call center agents reduced response time for Web and e-mail inquiries from an average of 14 days to less than 48 hours.

Learn More

For more information about the Call Center Effectiveness Solution Discovery, please contact Innoveer.

While you’re at it, also take our Service Program Quiz to get a sense of where your call center program currently lags or excels. While the quiz is more of a preview–Innoveer’s actual workshop drills down much farther into specific capabilities–it will highlight essential “next steps” for your service program.

Post and thumbnail photos courtesy of Flickr user Hobvias Sudoneighm.