This document provides an overview of call center process management. It discusses managing business processes and activities to common goals like reducing costs and improving customer satisfaction. The presentation covers objectives like improving performance, productivity and revenue. It identifies challenges like integrating processes, products, channels and technology. It presents a customer interaction framework and discusses metrics like interaction performance. The overall aim is understanding customer needs and optimizing processes to enhance the customer experience.

1. CALL CENTER PROCESS
MANAGEMENT 101
Sarfraz Taj
Call Center (BPM) Specialist
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2. Agenda
• Introduction (5 minutes)
• What is Process management (5 minutes)
• What are the Objectives (5 minutes)
• What are the Process Challenges (10 minutes)
• Customer Interaction Framework (5 minutes)
• Interaction Performance Management (5 minutes)
• End Results (5 minutes)

3. Sarfraz Taj / Introduction
• Experienced Project Manager with expertise in
project management, governance, business
process improvement, software analysis,
database design for software, call centers.
• Helped businesses to improve the efficiency and
effectiveness of their CRM practice.
• Assisted companies to optimize their business
processes by integrating with newer customer
interaction technology.

4. What is Customer Process Management
Managing the effectiveness of operational-centric
business Activities, initiatives and processes to a
common set of goals and objectives, focused on the
Customer

5. Call Center Objectives
• Reduce agent’s time on non call related activities.
• Reduce inbound call volume.
• Reduce cost of service/customer
• Improve performance against service Level
agreement.
• Improve customer retention
• Increase use of self service channel
• Improve productivity
• Increase revenue
• Improve Customer Satisfaction

6. Communication Channels
IVR
• Customer experience CALL
SELF
SERVICE
EMAIL WEB
• Interaction

7. Process Integration

8. Challenges
Organizational
Process Technology
Who is the
Management Integration
Customer
Product & Service Voice Recording
Sales
Improvement Desktop Management
Marketing
Channel Support IVR
Computer Telephony
Integration
Call Center
Quality Control Complaint WFM
Services
Knowledge Management

9. Customer Interaction Progression
Customer
Interaction
Call Center Framework
Single Point of A process and
contact to Technology
Telephone based Framework
call center for
Direct Call for service
product & Services

10. Call Center Process Framework
• Align • Manage
Process People
Data &
Technology
Information
• Understand • Optimize

11. Q/A

12. CCPM 101 has been presented by the MirGroup University (MGU)
For more Information go to: Please fill out your post class survey
www.mirgroup.com
http://www.surveymonkey.com/s/9XKLSPL
(817)554-3380
If you want to teach a class please contact
me or david.raucher@mirgroup.com
Your CCPM 101 instructor has been:
Sarfraz and Atif
817.554.3380
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