The Second P: Processes

In my last blog post, I introduced the three Ps of contact center outsourcing: People, Processes, and Priority. Today, we focus on Processes from a broader perspective.

Understanding Processes

Processes encompass the daily actions taken by a contact center to ensure a positive customer experience. These processes differ by client and industry. For instance, the procedures for a health insurance client during open enrollment vary from those of an auto-finance client. What remains constant is that effective daily operations are crucial for project success.

While contact centers can be complex, the key principles are straightforward. When customers reach out via phone, chat, or social media, agents should address issues quickly, accurately, and empathetically. This requires a strong partnership between the vendor and the client.

Types of Process Situations

Clients typically find themselves in one of three process situations:

1. The Process is Not Working

This is often due to technology issues, staffing challenges, or outdated methods. If processes are ineffective, it’s usually easy to identify the problem. Clients should collaborate with their vendors to find solutions. A proactive vendor will seek to address these challenges, as they are affected as well. Working together can help pinpoint issues and identify solutions.

2. Processes Need Review

Sometimes, processes have not been updated in a long time. Organizations may mistakenly believe everything is functioning well when improvements are possible. Engaging with your vendor for honest feedback can help. You don’t need flashy solutions; instead, focus on actionable improvements. Regular discussions about challenges—like hiring difficulties or training enhancements—can drive progress. A good partner will consistently push for betterment.

3. Everything is Going Great

If all processes are functioning well, that’s excellent! Ensure your partner understands the expectations and maintains this success. However, most organizations face ongoing challenges in contact center operations, making this scenario rare. If you find yourself in this situation, communicate your standards clearly to your partner.

Conclusion

Ultimately, processes define daily life in the contact center. With strong people and a culture that prioritizes effective processes, you’ll maximize the value of your contact center partnership.