We are considering to establish a new call center with the aim to improve efficiency, homogenize, and specialize the contents of correspondence for the centralization of the customer service counter. We are planning to make major organizational changes by revising our business processing method including not only the department related to the call center but also other departments as well. Please advise me some points that will become vital for reviewing the work.
A: As for the "CE" (Call Center Employee), who is the operator staff, it is needed to clarify his/her position in the business. This may seem obvious, but is quite difficult. Dealing with complaints utilizing the conventional method will not only decrease its effect by 50%, but will also develop the necessity of finding new personnel as well when establishing a call center.
Especially for the questions that expertise knowledge is required, assembling a functional level mechanism (Escalation) to transfer the call to a specialized personnel and developing an organizational criteria and rulemaking will be vital. Implementation of this improvement in parallel with the system construction may be the key factor.
(C)2018 Copyright All Rights Reserved by CRM Association Japan
