Some benefits and thoughts on consolidation:consolidation-business-drivers1

 

Improve Customer Satisfaction

  • – Standardize the customer experience
  • – Provide one contact/first contact resolution (FCR)
  • – Reduce time to a live person
  • Staffing
    • – Easier to reassign FTE’s
    • – Cost savings (FTE’s & technology)
    • – Balance workload
  • Measurement and Analysis
    • – Standardize reporting for performance and growth measurements
    • Interpretation and improvement planning

 

It all really boils down to your ability to…Earn customer loyalty

So, what’s the first step?

Make PEOPLE your Initiative. That means getting the right people for your NEW environment.

  • Assess basic skills of current reps/managers
  • Develop and implement new recruitment strategy
    • – Telephone screening
    • – Standardize questionnaire
    • – Assessment testing
  • Compensation
  • Career path development
  • Training
  • Coaching and development
  • Employee motivation and incentives
  • New work environment

             That’s great. Nice words. Yet the question that still remains is…HOW?!

Check out the visual below for a Recruitment Strategy roadmap and more!

Business Operations

  • Validate existing processes and create workflows for all interactions
  • Partner with clinical departments to create formal training documents
  • Implement new quality program
  • Implement monthly agent scorecard focusing on efficiency, quality, accuracy and accessibility
  • Redefine and validate audit processes
  • Develop KPIs and executive dashboard

 

Make People your initiative in your new environment by recruiting the right team. That’s wheregreat customer service and a great customer experience start!