We can give you a comprehensive audit of your system, recommendations, a plan, and a timeline. Contact us if you think it’s time for your software system to be upgraded. Choose a partner who is with you throughout the whole process, and who has the experience to anticipate any bumps along the way. The way your call center system operates internally and externally is vital to the success of your business. On the flip side, trying to re-invent the wheel for each project is time wasted and unrealistic. Ask your vendor about future support after training has concluded. Plan for success by using a templated outbound call center project startup checklist Each project is unique, and although one project may seem the same as another at face value, the easiest and most detrimental mistake you could make is assume. In return, they will coordinate training for the end-users. A group of superusers will receive remote or on-site training. Assure your staff they will have thorough training. Scheduling your launch over the weekend will generally lead to additional costs and reduced support. Schedule your releases on the weekdays if possible. You’ll reduce the impact to your employees and customers when you separate the releases of your web server, directory, and operations. You can evaluate and make any changes needed before going live. The system can be tested with live calls. Test cuts give agents the opportunity to receive live experience. Test cuts are essential for a successful implementation. Ask your vendor for templates to follow so that your data can be mapped correctly to your new system. Identify any third-party software interfaces that may need to be amended for the new system. If you're moving from a paper-dominated system, you will want to make sure there are enough computers on site that are capable and ready to run the new software. Verify that your telephony or telecom vendor has all the necessary interfaces in place. Assistance with data entry and directory file build will be needed and the availability of these resources will dictate your project timeline. A team of dedicated employees that are available for the upgrade will help ensure resources are available and all bases are covered. Ask your technology partner for references from other customers to learn how others overcame obstacles to implementation. Explain the benefits of the upgrade and how it will improve their experience at work. While some of your staff may be eager to upgrade systems, others may not be as excited when it comes to change and learning new technology. Project Example: Call Center Uses Lean Six Sigma to Reduce Call Transfers, Boost Call Resolution and Shift the Culture The Challenge The Discovery The. Are you in the process upgrading your call center software? The following steps will help prepare your staff and equipment for a smooth transition Implementing new call center software is a huge project with various steps and time involved.
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