THE BUSINESS NEED

Many financial service organizations are challenged to meet aggressive business targets: increasing shareholder value, profits and revenue, implementing Customer Relationship Management (CRM) and exploring non-traditional forms of banking. As the customer base increases, cost per transaction becomes increasingly significant in terms of impact to bottom line. The role of the Call/Contact Center as a critical link between the customer and the organization will become increasingly apparent, as will the need for a new, Relationship-based customer treatment.

THE LOBUE PERSPECTIVE

The Call Center has evolved into a strategic tool. They provide a goldmine of information on customer preferences and needs that can be captured during a call of only a few minutes; and they are being used successfully for customer relationship management, cross-selling, new customer acquisition, research and information gathering and support to virtual banks.

The World-class Call Center is:

• Aligned with business strategy and direction;
• Customer-centric;
• Seamless in providing channel parity;
• Flexible, Effective and Efficient in operational structure;
• Lean in management structure;
• Robust in infrastructure, support and service recovery;
• Capable of attracting and retaining talented staff who can deliver on the service promise;
• Enabled by a technology solution.

Call Centers are fast emerging as the central resource supporting all contacts with customers, regardless of access channel. They are increasingly important in helping organizations to maximize returns from customer contacts and deliver superior service while maintaining costs.

Customer service will evolve to meet more sophisticated demands as the customers' expectations increase. Call/Contact Centers need to be ready to provide specialist information while running an efficient business that leverages economies of scale. This requires…

• Customer-focused strategy and clear call routing plans
• Appropriately skilled and grouped CSRs
• Streamlined end-to-end processes
• Integrated technology
• Good measurement and reporting systems
• Sound forecasting and capacity planning methodologies

THE SOLUTION, REAL EXPERIENCE
LoBue works with clients to help them design and implement World-Class Call Centers. Our consultants bring practical experience in managing call center operations to help companies…

• Define the appropriate Call Center model for their organization. We apply our knowledge of best practices and call center prototypes, as well as our proprietary Contact Center Diagnostic, to design a call center that is aligned with the client's vision and strategy. The results are a conceptual framework for people, technology, telecommunications, products and processes.
• Build and execute a program to implement the appropriate Call Center model. This includes defining detailed organizational structures (and the supporting human resource programs), business processes, technology deployment (needs for new hardware and software as well as integration with existing technology in critical areas such as ACD, IVR, contact management, CTI and long distance networks), and then helping the client execute through pilot programs and structured roll-out.

REAL RESULTS
LoBue consultants have conducted over 400 consulting projects in 40 countries. Experience and knowledge, partnered with client commitment and ownership, have led to measurable and sustainable results. We apply our unique set of models and performance management tools to rigorously prioritize and quickly execute programs to optimize call centers, ensuring that they are on time and on-target.

For more information, please contact Marketing.