With burgeoning technology options in the contact centre environment, it’s easy to get distracted from your business goals – so says Wynand Smit, CEO of contact centre optimization specialists INOVO. Smit states that streamlining processes across systems for optimised efficiency bears fruit that is measurable.
“What you want is for your company to deal with customer interactions as efficiently as possible to guarantee the best possible customer experience, whether that means reducing time spent on each call to automating processes to reduce the cost of interactions,” Smit says.
The contact centre environment differs from business to business, according to requirements. The sales environment creates a different set of needs to customer service or debt collection. Inbound and outbound centres must still achieve a context where they are being run in such a way as to benefit the bottom line of the business and their customers.
Examining existing processes for enhancement opportunities – a case study
Recently, INOVO released a case study based on work done with financial services client DirectAxis. DirectAxis recognised the need to improve the workflow of their loan applications process as this would not only enhance the customer experience further, but also have a positive financial impact on the business. In addition to this, the company wanted to replace an unstable tool developed by a third party, as this was affecting the efficiency and productivity of agents, and also making it difficult to track campaigns and monitor performance.
INOVO introduced a solution called Customer Interaction Management (CIM). CIM is a product that enables businesses to interpret, prioritise and apply business rules to data from a central location. This then triggers workflows across business applications and customer contact channels to drive process and business improvements.
“Agents are now able to spend up to 40% more time in a measured environment”
DirectAxis’ customers now enjoy a more seamless loan applications process – as “off-system” agent tasks have been reduced and more processes monitored and measured across business systems, agent performance across campaigns is now more easily tracked, leading to enhanced opportunities for organizational excellence and potential increases in customer satisfaction across the board.
“Although this particular client had specific needs relating to their business, streamlining processes will contribute to a more efficient and productive environment, a goal that is common to different kinds of business requirements. Once this workflow has been optimised and is working efficiently then a business can start to explore whether there are further opportunities that benefit the needs of both the company and the customer,” Smit concludes.
Key to ensuring the success of a product is an ongoing relationship with the service provider for support, maintenance and upgrades that can assist with integration, consulting for projects and on an ongoing basis, training and application development – a collaborative approach that delivers better, measurable results.