Callcenter projects5/1/2023 ![]() ![]() The Lean approach focuses on continuous identification and elimination of waste and NVA activities, which can help improve operational efficiency in a voice-based SCC. Navigation time on the systems finding difficult to search the information Search Time On Portals/Systems/Applications Multitasking in terms of usage of tools on computer and talking to the customer at the same time Situation when both customer and associate not conversing to each otherĬustomer validation done even when not required Same questions repeatedly asked by the associates and the customer Repeated Customer Interaction/ InterruptionĬustomer interrupts when all the required info not given at a single instance Useless scripts used increasing customer interruption/ argument Long opening, empathy, paraphrasing, closing scripts The following table lists the different forms of wastes identified in several Lean studies that were conducted in voice-based SCCs operating for domestic as well as international clients. Some examples of these fatal errors include giving the wrong information to the customer, denial of service, rudeness, call disconnection, call avoidance or an incorrect service request creation. The presence of non-value-added (NVA) activities on service calls increases the actual talk time, which can provide more opportunities for fatal errors that can impact the customer’s experience. (Total talk time + Total hold time + Total after-call wrap time) Typically AHT begins the moment the customer initiates the call and includes talk time, hold time and related tasks that follow the transaction. The productivity of a voice-based SCC is measured in terms of average handling time (AHT), which is the average time it takes for a service representative to resolve a customer query, request or complaint, measured in minutes or seconds. By using Lean tools, SCCs can transform themselves from a cost center into a profit center, as well as increase market share and enhance the customer experience in a competitive global economy. ![]() However, the Lean approach also can help SCCs map their value streams, standardize operational processes and drive continuous improvement on the floor. Lean techniques, which focus on waste elimination, have provided large-scale benefits to manufacturing industries. Many organizations have realized that the key for survival is efficiency and effectiveness, with a focus on productivity and customer experience. With increasing competition, expanding globalization and demanding customers, the playing field in the service Lean call center (SCC) industry has changed rapidly, as phone banks have evolved into multichannel contact centers. ![]()
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