Hi,

I work in a call centre for a telco which just launched abt a year ago. At that time, our agents were not able to provision handphone Value added services to customers upon request, instead had to send the request to my back end team to provision the service.Example,if a customer calls in and wants to add on Call waiting,the agents would take his request and send it to the backend team to provision even though the system the agent is using is capable of provisioning the service immediately.

Recently, I did a project where i started trg group of agents to do provisioning immediately at the request of the customer.We experience fantastic results. ACD calls handled per hr went up by 16%,ACW fell by 45% & the tasks escalated to my back end team fell by 45%. This was a success.Further more the agents felt more empowered and happy with the additional responsibility. We are in the midst of implementing this across our 200 seat call centre.

I am just wonderin on how I can take thisto the next level, to build on this success and do more. Any ideas?

Hi Sara,

Congratulations on successful implementation. The fact that you could understand the process and reduce the response time is an indication of how wrongly many of us implement processes. You believed that it is possible, implemented it and reaped rewards.

Delegation helps in two ways-

1.It helps in distribution of workload
2.It empowers agents as they are made to feel important and are motivated as they are assigned responsiblity and feel their job is important asthey facilitate.

The next step should be to look at all such processes where there is a chance of reducing response times, improve work efficiencies and remove redundancies.
Keep us informed so that we can implement similar procedures.

Vedula