Procedures of a contact Center

[avan]

Dear friends,
I have recently been appointed as a contact center manager in a new mobile company which's about 3G new genration. It's just a new company that needs to have it's own procedures and evrything.
I have been asked to prepare the policies and procudures for the contact center in general and with other departments specially with technical.
I need your assistance with regard to the following to evolve policies and procdures:
1. what should be the policy of a contact center inside it if you know that we have three departments in it "call center, back office & training center"
2. what are the issues to be taken care of to prepare its procudures
and other relevant issues with regard to the policies and procdures of a call center.

Regards,

Avan,
Erbil, Iraq

[NBosch]

Hi Avan,

As I allready posted in the thread about the high AHT''s, I would recommend e-mailing me. I would be happy to help you on your way :)

1. what should be the policy of a contact center inside it if you know that we have three departments in it "call center, back office & training center"

There are multiple answers to this question, as this could relate to several important processes and procedures. I will assume that it has to do with the transfer of contacts.

First of all, you must determine, which contacts will be handled by your "call agents" and when (and how) they can transfer the contact to the back office.
After that, you will have to decide if it is your back office or your call/contact representatives that provide the feedback to the customer.
The training department is there to take care of:
a. issues that should be handled by the agents but are regularly transfered to the back office or
b. issues that should be handled by the back office, but COULD be handled as well by an agent.

If you must, write it all down (I recommend Microsoft Visio for this but MS Powerpoint will do) and provide process manuals to all employees that have a need for this.

2. what are the issues to be taken care of to prepare its procudures
and other relevant issues with regard to the policies and procdures of a call center.
Again... this question is a bit unclear to me.
Basically, to make sure you have every possible process (service process that is), in the manual, is to follow every possible option that your customer;s have and to write it all out.

I hope this helps a bit and I wish you all the best of luck and wisdom with your contact centre.

Niek Bosch

[avan]

hi nike

thanks alot for your reply I really need to have u r personal e-mail if possible, if it's allowded to have it.

I need to talk with u in personal.

to discuss the procedures.

Thank you alot for you answer.

it made me make more changes in my thoughting way.

[NBosch]

Hi Avan,

You can mail me at: niek_bosch@yahoo.co.uk

Thx,

Niek