RCCSP Champions Call Center Business Framework
In Lewis Carroll’s “Alice in Wonderland” there’s a delightful conversation between Alice and the Cheshire Cat. Alice, who was a bit perplexed as to where she wanted to go, asked the cat, “Would you tell me, please, which road I ought to walk from here?” The cat, with its characteristic grin, vexed Alice with his reply, “You’re sure to get somewhere if you walk long enough...”
Unfortunately, in the call center world, where success is often managed and evaluated in terms of hours, minutes, even seconds, managers don’t have the luxury of “walking” listlessly forever, hoping to get somewhere eventually. The main role of a call center manager is to drive the performance of the call center towards a desired strategic outcome. Many call center managers, however, spend most of their time analyzing historical performance instead of root causes and determining what they need to do to achieve their goals. This “reactive” approach is as effective as driving to a destination with your sight permanently on the rearview mirror.
Call center managers today have a lot of tools at their disposal: detailed ACD reports, historical performance reports, quality assurance reports, and access to more data than ever before. These tools help the call center manager compare performance to targets. They do not tell the call center manager which metrics they should be tracking in the first place, and more importantly, what to do differently to affect the outcome. So how do you get out of this call center management rabbit hole?
Fortunately, call center managers do not need a magic pill to make them larger so they can climb their way out. What is needed is an organized metric map to direct management’s attention to the exact points where a change in process or performance will result in a desired outcome; a model that goes beyond telling managers what they did, and actually tells them what they need to do. This is exactly what the RCCSP Call Center Business Framework™ is all about.
“All of our Call Center Certification Courses are based on the RCCSP Call Center Business Process Framework™,” explains Nina Kawalek, CEO for RCCSP. “This framework transforms the call center’s activity from responsive dialogue to process-based construction of a service product.”
RCCSP’s framework, already recognized as a cutting-edge approach to call center management, uses accounting-, engineering-, and business-based principles to help call center managers make proactive decisions that lead to improved performance in the future.
“To correctly model the contact center business, the industry needed to move past two-part ‘balanced’ scorecard approaches,” adds Kawalek. “Muddling up capacity, utilization, efficiency, effectiveness, and productivity metrics, to produce some arbitrary score may be interesting, but it’s not something on which you would want to base business decisions. The five-part framework and resulting metric scorecard provides precise direction for managers; it highlights responsibilities, too.”
Rise above the “mad tea-party” of reactive call center management practices. Use a proven, scientific framework that can help you take your call center to the next level. To learn more about RCCSP Professional Education Alliance programs and the range of professional certifications, visit the RCCSP Alliance’s National Training Schedule at www.the-resource-center.com/index/seminars.htm.
RCCSP is a progressive industry-supported and industry-recognized accreditation and certification organization, maintaining and coordinating the most comprehensive portfolio of certification credentials available to call center professionals.
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Edited by Chris DiMarco