Average Handling Time
A service organization has contact with its clients through
several channels: website, e-mail, phone and mail or through
account managers. These contacts can greatly differ in terms of
their content. For example, they might be about forwarding a change
of address or a change in the method of payment as well as an
invoice or a modification in a contract.
The company outsources part of this contact to an external call
center, and handles the rest itself. Together, these front offices
can handle about half of the client contacts directly. The other
half has to be escalated to the second-line back office with
specialized employees. The front and back offices communicate with
each other in various ways: by phone, e-mail and internal mail.
After escalation, the front office finishes handling the contact
with the client.
Problems
- Searching for information in several back-office systems is too
time-consuming.
- There is no way of knowing about past contact with clients.
This results in incorrect responses being given and a lot of
unnecessary searching.
- Two employees could be handling a client question without the
other knowing about it.
- Due to a lack of standard escalation possibilities, there is no
way of overseeing the status of client questions.
- There is no overall view of the amount and nature of the
escalated contacts.
Solution
ProcessRunner helps handle client contacts more adequately and
efficiently. The average handling time is drastically reduced from
8.5 to 4.5 minutes.
Results
- In the ProcessRunner Cockpit, the contact agent has an overall
client picture, including an overview of the most important
client data, and all contact moments.
- Frequent changes can be processed in the Cockpit.
- For each client question category, a standard method is used to
escalate questions to the various departments concerned. With a
press of the button, an escalation can be sent to the right
person.
- The communication between the three departments (external call
center, first-line internal and second-line internal) is more
efficient. Every employee concerned can see the status of a client
question and the actions that have been taken.
- The workload can be planned and divided more efficiently.
- Client satisfaction increases, since promises are met, and with
greater accuracy.
- Reports can be created automatically, making KPIs easier to
monitor.
- Employee satisfaction increases since employees in the front
and back offices can do their jobs better.
In this case, the ROI in Morphis ProcessRunner is 5 to 7
months.