Devise Call Centre: Batch Processing management tools.

More Uses of the Call Centre Toolkit:


• Manage Call Centre: work closely with Sales Management and account executives to develop targeted contact lists, call strategies, and messaging to drive opportunities.
  
  

• Develop and execute impactful Email Marketing campaigns to maximize the open rates, clicks, impressions and call to actions.
  
  

• Develop Call Centre: there are no call reports, sales meetings, micromanagement.
  
  

• Utilize Scheduling Software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability.
  
  

• Support Analysis activity in order to elicit requirements for necessary business capabilities in support of your Call Center.
  
  

• Establish Call Centre: joint call with Customer Service team to customer/vendor to build rapport, strengthen business relationship, review process and seek Business Opportunities.
  
  

• Develop Call Center capabilities that achieve financial and transformational related goals.
  
  

• Meet established performance goals in the areas of efficiency, call quality, Customer Satisfaction, compliance, and attendance.
  
  

• Warrant that your organization contributes to Knowledge Management repositories (FAQs, desktop procedures, call scripts).
  
  

• Support the Vulnerability Management, SIEM, soar, and UEBA platforms and lead on call rotation.
  
  

• Manage Call Centre: monitor headcount expense reduction requirements, optimize performance/ cost per call through Forecast Analysis.
  
  

• Ensure you guide; recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Call Center.
  
  

• Create the overall Web Design strategy implementing call to actions and Lead Generation tactics.
  
  

• Ensure you coach; lead the integration or improvement of multiple systems and platforms and identify opportunities that call for new implementation.
  
  

• Maintain up to date records on all call reports.
  
  

• Provide general knowledge, training and solution sets to first level support teams to improve first call resolution and increase Customer Satisfaction.
  
  

• Ensure you undertake; build lasting relationships with clients, customers, and other Call Center team members based on trust and reliability.
  
  

• Confirm your team leads research and resolution of production system problems and ensure team coverage and participation in an on call rotation.
  
  

• Be accountable for maintaining Call Center database by entering information and documenting customer interaction.
  
  

• Direct Call Centre: additional areas of expertise in areas as VoIP and Call Center management are desired.
  
  

• Assure your design complies; partners with the Reservations Operations Management and Call Center Analytics team to report on trends, behaviors, and patterns and present clear plans drive improvement.
  
  

• Lead call and meetings with clients / counsel / review organizations regarding potential Prism engagements.
  
  

• Methodize Call Centre: it call on you to create lasting, positive change for your customers, your communities and your people.
  
  

• Identify/communicate daily operational risks, training needs, and reporting opportunities to management regarding Call Center agents.
  
  

• Be available on an on call basis to respond to pending issues or problems arising during non business hours and provide support and response.
  
  

• Ensure your organization forecasts monthly, weekly, daily and half hour interval inbound/outbound call / email / chat volumes and staffing requirements based on historical trends and Business Growth projections.
  
  

• Lead the monthly on call rotation for off hours support of Production Environments and critical issue response.
  
  

• Be accountable for identifying new contact channel technologies to evaluate and implement into existing Call Management solutions.
  
  

• Ensure you recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Call Center.
  
  

• Analyze and report on business volumes and parameters for a multi skilled environment; creating resource allocations that allow the Call Center to meet its service level commitments, sales, and budgetary goals.
  
  

• Assure your organization complies; erroneous decisions or failure to achieve objectives would normal have a serious effect upon the administration of your organization.
  
  


Save time, empower your teams and effectively upgrade your processes with access to this practical Call Centre Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Call Centre related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Call Centre specific requirements:

STEP 1: Get your bearings

Start with...


• The latest quick edition of the Call Centre Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.


Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…


• Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation


Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Call Centre improvements can be made.

Examples; 10 of the 999 standard requirements:


1. Are controls defined to recognize and contain problems?
   
   

2. What harm might be caused?
   
   

3. Who have you, as a company, historically been when you've been at your best?
   
   

4. How do you go about securing Call Centre?
   
   

5. What data is gathered?
   
   

6. Can you maintain your growth without detracting from the factors that have contributed to your success?
   
   

7. How do you reduce costs?
   
   

8. What are the personnel training and qualifications required?
   
   

9. What tests verify requirements?
   
   

10. Has your scope been defined?
    
    


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:


• The workbook is the latest in-depth complete edition of the Call Centre book in PDF containing 994 requirements, which criteria correspond to the criteria in...


Your Call Centre self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:


• The Self-Assessment Excel Dashboard; with the Call Centre Self-Assessment and Scorecard you will develop a clear picture of which Call Centre areas need attention, which requirements you should focus on and who will be responsible for them:
  
  


• Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix

• Gives you a professional Dashboard to guide and perform a thorough Call Centre Self-Assessment

• Is secure: Ensures offline Data Protection of your Self-Assessment results

• Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:



STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Call Centre projects with the 62 implementation resources:


• 62 step-by-step Call Centre Project Management Form Templates covering over 1500 Call Centre project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?
   
   

2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?
   
   

3. Project Scope Statement: Will all Call Centre project issues be unconditionally tracked through the Issue Resolution process?
   
   

4. Closing Process Group: Did the Call Centre Project Team have enough people to execute the Call Centre Project Plan?
   
   

5. Source Selection Criteria: What are the guidelines regarding award without considerations?
   
   

6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Call Centre Project Plan (variances)?
   
   

7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?
   
   

8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?
   
   

9. Procurement Audit: Was a formal review of tenders received undertaken?
   
   

10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?


 
Step-by-step and complete Call Centre Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:


• 1.1 Call Centre project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 Call Centre Project Management Plan

• 2.2 Scope Management Plan

• 2.3 Requirements Management Plan

• 2.4 Requirements Documentation

• 2.5 Requirements Traceability Matrix

• 2.6 Call Centre project Scope Statement

• 2.7 Assumption and Constraint Log

• 2.8 Work Breakdown Structure

• 2.9 WBS Dictionary

• 2.10 Schedule Management Plan

• 2.11 Activity List

• 2.12 Activity Attributes

• 2.13 Milestone List

• 2.14 Network Diagram

• 2.15 Activity Resource Requirements

• 2.16 Resource Breakdown Structure

• 2.17 Activity Duration Estimates

• 2.18 Duration Estimating Worksheet

• 2.19 Call Centre project Schedule

• 2.20 Cost Management Plan

• 2.21 Activity Cost Estimates

• 2.22 Cost Estimating Worksheet

• 2.23 Cost Baseline

• 2.24 Quality Management Plan

• 2.25 Quality Metrics

• 2.26 Process Improvement Plan

• 2.27 Responsibility Assignment Matrix

• 2.28 Roles and Responsibilities

• 2.29 Human Resource Management Plan

• 2.30 Communications Management Plan

• 2.31 Risk Management Plan

• 2.32 Risk Register

• 2.33 Probability and Impact Assessment

• 2.34 Probability and Impact Matrix

• 2.35 Risk Data Sheet

• 2.36 Procurement Management Plan

• 2.37 Source Selection Criteria

• 2.38 Stakeholder Management Plan

• 2.39 Change Management Plan


3.0 Executing Process Group:


• 3.1 Team Member Status Report

• 3.2 Change Request

• 3.3 Change Log

• 3.4 Decision Log

• 3.5 Quality Audit

• 3.6 Team Directory

• 3.7 Team Operating Agreement

• 3.8 Team Performance Assessment

• 3.9 Team Member Performance Assessment

• 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:


• 4.1 Call Centre project Performance Report

• 4.2 Variance Analysis

• 4.3 Earned Value Status

• 4.4 Risk Audit

• 4.5 Contractor Status Report

• 4.6 Formal Acceptance


5.0 Closing Process Group:


• 5.1 Procurement Audit

• 5.2 Contract Close-Out

• 5.3 Call Centre project or Phase Close-Out

• 5.4 Lessons Learned


Results

With this Three Step process you will have all the tools you need for any Call Centre project with this in-depth Call Centre Toolkit.

In using the Toolkit you will be better able to:


• Diagnose Call Centre projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices

• Implement evidence-based Best Practice strategies aligned with overall goals

• Integrate recent advances in Call Centre and put Process Design strategies into practice according to Best Practice guidelines


Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Call Centre investments work better.

This Call Centre All-Inclusive Toolkit enables You to be that person.

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.