As a consultant, I get the opportunity to work with call centers to improve many aspects of their business – WFM, Quality, Call Routing, Coaching, etc. To ensure my clients are ready to take advantage of our recommendations, I spend a significant amount of time teaching them to think about the call center as a key ingredient in a much larger process. I believe that every contact provides an opportunity for improvement in the overall service delivery process. To make this happen, everyone must understand what impact the contact center has on improving everything about a product or service and the resulting positive influence to the bottom line.
I recently came across a great example of how to take information obtained in the contact center and apply it to every step in the product lifecycle. Below is a link to the post. Best of luck getting everyone in your call center thinking like a process improvement engineer.
http://www.shmula.com/575/customer-service-contacts-are-symptoms-not-root-causes
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