Volumes, scenarios, tools and indicators for controlled call answering. The first step is to define the business outcome and the information needed to achieve it.
Map call reasons before staffing
Define service boundaries and escalation
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Turn internal knowledge into usable answers
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Prepare limited access to tools
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Run a measurable pilot
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Track resolution as well as speed
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.