Operations Management

Advanced Contact Centre Solutions (ACCS) has worked with a number of organizations to formulate, and create their call center operations plan to support business strategies. Through ACCS facilitation process we can develop a strategy that achieves the business goal and identifies the action items for success.  By adapting a structured format the project team will know how their efforts contributes to the overall success of the business strategies.

The project plan then becomes the road map for success and is the cornerstone for measuring and monitoring the progress of your strategy development. By utilizing proven methodology, experience in call center and business operations to develop a project plan the deliverable is becomes a solid business case that will justify expenditures necessary to implement your ideas and to realize your vision.

The business case will address the following key elements:

	Improved quality and service levels to all customers
	Increased capacity to support the growth of existing markets
	Creation of a virtual call center environment for both internal and external customers
	Intelligent and dynamic call routing
	Hiring & Training programs that focus on quality employee moral
	Leverage of current and future technology tools
	Reducing recovery time and creating a business contingency plan

Management and operational issues	Organizational structure
Call routing	Telecommunication network
Customer retention	Personnel and staffing
Call statistics	Service levels
Technical issues	Key applications used
Capacity issues	Customer Channels (voice, Internet, etc.)
Industry trends	Functions performed (manual and automated)