Lean Part 2: Improving Call Management
After identifying wasted time, resources, and opportunities in the voice channel, it’s time to put that analysis to good use. The next step in Lean management for caller self-service, “Kaizen” (Improvement) does just that. Implementing changes to the system or steps in contact center processes to generate more value with less waste. In traditional implementation of Kaizen, each improvement needs to be considered and analyzed before applying the next. Luckily, in the voice channel, many small changes can be made at once to radically improve your customer experience and create efficient call management.
Advanced caller self-service solutions have the biggest impact on wasted time for callers and agents. Rather than sending callers through an IVR or placing them on hold, these solutions automate routine transactions and processes. A caller can verify their ID, lookup their account, request important information and more to initially triage the call before passing it to the appropriate agent (if needed).
These solutions can also minimize overstaffing and reduce budget needs by providing a 24/7 agent/operator solution. That leaves your agents with more time to focus on the more complex requests that require their expertise. Automated solutions can also help focus your agents and improve morale by providing them with all the information they need to help a patient before they even start the call, removing the caller’s need to repeat themselves.
White Paper: Can Lean Practices Transform Call Management? Yes they can! Learn how Lean Manufacturing principles can be applied in the contact center to improve service, create efficiency, and reduce costs.
