In my last article on "OPC’s" Predictive Dialer Channel the discussion began of Mapping out your processes-- "how" the work gets done--Business Mapping Process (BMP).
Once you have mapped a plan out, you can begin illustrating the role that you want the software and hardware to have. By this point, you should have a full understanding of what systems can do, so when you are ready to start your technology implementation project, everyone on your team can make informed business decisions, based on cost and features.
From your business process mapping, you may find overlaps in various roles or that you want to eliminate some of the steps in that process-- leading you to do some business process re-engineering (BPR). Remember, there is no right or wrong way or no plan that is 100 percent complete and accurate. As you discovered in the last article on OPC’s Predictive Dialer Channel on TMCnet– SOD’s law is very much alive.
Once you get a fresh look at the processes you’re developing to provide service; you can then pick the technology to deliver this new kind of service and expand without losing any current investment – think future expandability. If it really works you’re going to want more of it.
In most cases, people start by telling vendors what they want for technology without understanding what it needs to do, or what it can realistically do without killing the IT staff in the process.
Sometimes it seems as though everyone is an expert, or that a vendor is just pushing products without listening to the needs of their client, but OPC has a less is more outlook on the amount of technology needed.
Set Up a Work Team
Implementation is the key phase of your technology installation process whether your team consists of “Me, Myself and I”, or you have plenty of people to work with.
The attention paid during this phase can determine whether you will manage a call center with just an installed predictive dialer or whether you will manage a highly effective, state-of-the-art call center that allows you to explore the true potential of the Predictive Dialer Process.
To begin, you need to gain an understanding of the activities going on within your call center. If you haven’t already, you may want to visit one soon. Many of the best predictive dialer software's out there have the game plan down on how 90 percent of call centers function.
Do not overlook the importance of knowing where you're coming from, you bring your own individual style to the setup.
The following will point you to where you need to or want to go in your implementation.
First, launch the work lineup led by you or by an organized member of your staff.
Next, with the help of your decision-making team, settle on the most effective agents. Incorporate several of these top go-getters on your work team. And send the praises all around. Another vital member of this team should be someone who commands strong knowledge of your key systems.
And finally, representatives from your communications, host systems support, or programming groups should also join your work team.
Regardless of the type of call center you manage, this team's primary goal will be to enhance the performance of all agents—even you’re most stellar performers.
Develop an emergency notebook that lists who to call and what to do when the unexpected occurs. Like, the minute you finally go out to lunch and a communication line goes out. Now who do they call? What do they do? (Can you say SOD?) Remember to keep the notebook someplace where others can get to it. This is one of your prime goals; everyone on the team has information to contribute to the notebook---You’ll thank me later for this tip---OPC has never seen any call center go all year without some unexpected trouble.
****Did you know that a Dialer system can be used to send out Broadcast Alerts to people during a Natural or Man made disaster? "Got a Plan"? I don’t think they do. Ask you local Government official or FEMA contact if they have done all they can do to safeguard you and your family. Tell them about SpitFireX AutoDialer, the person's life you save just may be yours. Are they "Ready to Make the Call?" OPC’s State-of-the-Art AutoDialers are ready for the challenge. This week is the beginning of Hurricane Season in the Caribbean. Will we see another catastrophe? Are we still relying on people who can’t make the call?