The goal of every organization is clear: increase income and lower expenses in order to maximize profit. Companies commonly seek to achieve this objective by focusing on Revenue generating ideas such as setting sales goals, establishing quotas, having contests, launching advertising campaigns, creating new products or repackaging old products in different ways, or charging whatever the market will bear or Lowering expenses such as cutting back on inventory levels, lowering the levels of service, decrease staffing and slashing all indirect expenses.

As a result of the stringent focus on revenue growth and cost cutting, the consumer is left with decreasing levels of service, while employees are increasingly harried as they are left to do more with fewer resources.

While the objectives of increased revenues, reduced expenses, and increased profits are legitimate, the real question is how this goal will be met. Typically goals and targets are met by “massaging the data” or “working the system”. The use of data to lie to the numerically illiterate has been a common practice for quite some time.

There is a way to simultaneously increase quality, boost productivity, and ensure an advantageous competitive position. Initiatives that focus on the processes and systems that generate outcomes versus focusing on just the outcomes. Initiatives that work to improve the system that causes the results versus trying to directly manipulate the results and Initiatives that use the data to understand the system as a basis for improving the system versus distorting the system or distorting the data. This initiative is the Contact Center Optimization Initiative.

• Improvement doesn’t have to be hard.
• Improvement doesn’t have to be profound.
• Improvement just has to be done.

Donald J. Wheeler

The Contact Center Optimization Initiative takes the focus away from income and expenses, which traditionally tended to place different departments in competition, destroying cooperation, and undermining the delivery of products and services that the customers want. The focus is shifted from “make your numbers by whatever means possible” to building a system where processes are integrated to deliver a product or service that will not only satisfy the customers but delight them.

Common Areas of Optimization:

• Improving with Service Levels:
• Average Speed to Answer (ASA)
• Talk Times
• Calls Abandonment
• Case to Call Ratio
• First Call Resolution
• Customer Satisfaction
• Response times to Web and Email Tickets
• Improving Roles and Responsibilities
• Improving Policies and Procedures
• Improving the Quality Management Program
• Improving the Inbound and Outbound Queue Management Program
• Improving the Performance Management Program
• Improving the Tools Management
• Improving the Business Continuity/Disaster Recovery Strategy
• Improving Meetings
• Improve Agent Morale
• Improving Escalation handling
• Improving Outage handling (Response Times, Analysis, Trending and Tracking)
• Improving Staffing (Attrition and Schedule Adherence)
• Improving Aging Ticket Backlog
• Improving the Updating and Maintenance of the Knowledgebase
• Improving Refresh Training Programs:
• Agent training
• Voice and Accent Training (For Global Delivery environments)
• Subject Matter Expert Training
• Quality Training
• Team Leader Training
• Manager Training
• Agent Hire Services:
• Recruitment Drives
• Resume Analysis
• Interviews using Behavioral Based Structured Interviews
• Background Checks
• Improving Governance System for managing the operations
• Improving the Call Spike Mitigation Plan
• Improving the End-User Self-Enablement Strategy
• Improving Cost per Call
• Improving the Right to Left Strategy
• Improving the Continual Improvement Strategy
• Improving the Reporting and Measurements System
• Improving the Statistical Analysis Strategy
• Improving the Knowledge Gathering Efforts
• Improving the Transition Management Plan

Call Center Optimization Services is about helping you to better manage your Call Center Operations. Whether you manage your own call center or have it outsourced to a service provider, we can perform a Health Check of your current operations, identify areas of improvement, execute the action plans and operationalize and institutionalize all processes so they become part of your day to day life.

Jnana was formed specifically to address these issues. We have extensive experience in the Call Center, Outsourcing and Global Delivery space. We specialize in designing, developing, deploying and Optimizing Call Center solutions in a Global Delivery environment.

Our management team is comprised of Resources with proven North American Call Center experience and an intrinsic awareness of the Indian People and Business culture.

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