OperationExcellence

Operation Excellence

Services — Consulting

Business leaders are constantly urged to ‘streamline’, ‘increase efficiencies’, ‘optimize’ their organization. While cutting cost could be a focus area, organizations also need to find ways to compete and grow revenues. LiveBean’s Operations Excellence approach helps you streamline your contact center operations.

What does it cover?

Operations Excellence Consulting cover the entire length and breath of your Contact Center operations.

Strategic: Statement of Direction, Strategic and Annual Planning Processes, Business Strategies and Plans, Reviewing Performance, Management System Review, Customer Satisfaction, Client Satisfaction, Key Supplier Performance

Enabling Resources/Processes: Developing New Service Capability, Implementing New Services, Process Control, Process Improvement, Process Audits, Monitoring and Coaching, Data Security, Knowledge Data and Information Management

People: Organizational Design, HR Policies & Procedures, Hiring / Recruitment, Turnover / Retention, Training & Development, Skills verification, Performance Measurement, Compensation, R&R, Work Environment, Safety, Employee Satisfaction, Absenteeism

Operations: Quality, Accessibility, Efficiency, Cost Performance, Strategic, BCP&DRP, Resource Utilization, Cost of Poor Quality

CRM: Customer Segmentation, Major Call Types Access Alternatives / Access Channels, Service Level / Response Time, Hours of Operations, Routing Methodology Person / technology Resources, Knowledge Base, Tracking & Integration, Site Identification & Physical Infrastructure planning

Technology: ACD/PBX, Networks IVR, CTI, CRM, WFM, Monitoring/recording systems, Email Response Management Systems, Web Communications Channels, Technology Infrastructure Components

Customer Experience

CC Valuation

How does it work?

Discover: In this phase we review the as-is processes of your contact center starting with Strategic Planning followed by review of people, processes, & operations individually as well as collectively. Discover phase also cover enabling resources, customer experience, CC Valuation and Continuous Improvement. On completion of Discover phase we share with you a management readout followed by a detailed report.

Design: Output from Discover is used in Design phase to create new systems and processes. We design the new processes using benchmarking. The newly designed process is then validated and a tradeoff analysis is performed. SOPs and Manuals for the new processes are prepared. We also work with your team to design a deployment plan most conducive for your organization.

Deploy: LiveBean would own the deployment of the new design along with a steering team from your organization. A review mechanism is put in place to ensure that the deployment is done as designed and as intended. By training and knowledge transfer we ensure that your organization moves fast on deployment. We also provide extended structured support to ensure that every pertaining issue is well addressed.

Evaluate: Post deployment a wellness check is done. A review mechanism is put in place to ensure that transformation objectives are being met vis-à-vis the target. We also put in place Business Process Management System to ensure processes remain in control and process improvement is an ongoing exercise. Finally, after 3 months, reality check is done against the MOs of Operations Excellence.