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Call Center Outsourcing
This section of our technical library presents information and documentation relating to call center technology including software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
Contact DSC today. to learn more about our call center outsourcing services.
5 Key Principles of Proving Value for Service and Support Centers
Business Centric, www.thinkhdi.com
According to the Help Desk Institute, (HDI), service and support centers today must become more strategic in order to meet the demands of today's changing business. To address this critical need HDI's, Strategic Advisory Board recently developed the HDI Maturity Model designed to help support organizations evaluate and compare their activities to that of a normal maturation process.
The Maturity Model identifies four levels of support center maturity - Reactive, Proactive, Customer Centric, and the most strategic and advanced, Business Centric. By definition, the Business Centric center knows the value of the customer, but understands that the customer values and priorities must be integrated with support values in order to meet the higher needs of the entire organization. In short, the Business Centric center has developed 'optimal methods for evaluating support in terms of its overall value to the organization.'
To reach the Business Centric level, service and support centers must embrace the following five key principles to prove their value to the organization.
1.Business Centric centers take PRIDE in what they "bring" to the organization.
The leaders of the support organization are the ambassadors for quality service, and they must help others understand and quantify the value that the support group brings to the entire organization.
2.Business Centric centers KNOW THEIR CUSTOMERS.
These groups know and understand the products or services customers want, the processes customers follow, and the role that technology plays in ensuring success. Such organizations have more than a cursory understanding of their customer needs, and instead have a gut-level understanding of their customers' points of pain. They get to know customers in a variety of interesting and creative ways.
3.Business Centric centers MAXIMIZE CHANNEL MANAGEMENT.
They understand the proper use of multi-channel support (which may include telephone, email, direct call logging, self-help, chat, and more) to meet customer needs -- now and in the future. Low cost strategies to deliver quality support are devised; service level commitments for each channel are implemented that drive representative behavior to improve organizational value are mandated.
4.Business Centric Centers DEVELOP QUALITY REPEATABLE PROCESSES.
Over the last decade the support industry has established well-defined quality processes. Often labeled as Best Practices, the market has an abundance of resources available to help service and support organizations establish processes unique to their organizations that help them achieve higher levels of performance. Everything from handbooks and checklists, to knowledge bases and certification programs, are widely available. According to HDI, "the exact processes will be unique to each organization, but they should result in predictable and quality results."
5.Business Centric Centers PARTNER WITH VENDORS.
These groups acquire vendor products and services that allow them to implement the support strategies that are best for their unique business needs, and the good of the support organization. Together they work to achieve a common goal that the customer is served in the manner that is best for the entire enterprise. Vendors are considered to be a critical part of the delivery team.
After becoming a Business-centric support organization it's easy to measure results in terms of their contribution to the entire enterprise. For more information on the research or materials to help you become a Business Centric support organization, visit, www.thinkhdi.com.
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