Applying our Performance Leadership approach to customer care related processes, including contact centre management and associated technical aspects builds a high performance capability with a range of associated benefits.

Our process development and performance management techniques enable the organisation to more quickly identify and respond to changes in demand and market developments, whilst continuing to drive business efficiencies.

Contact Centre Management

Contact Centre Management is one of the most complex work environments one can come across. Typically involving from hundreds up to literally millions of customer interactions per day; requiring the training, availability and motivation of hundreds of staff often geographically spread around the world; with the latest in technology being updated frequently so introducing more pressures; and the constant implementation of new product and service features and price plans to maintain competitive advantage; all coming together to ensure 'happy' customers. Who would want to be a manager in this demanding and often thankless work environment?

Fortunately there are many highly capable managers and leaders who relish the challenge and perform extraordinary feats to deliver peerless levels of service. The operations require a blend of people managers, action oriented 'go getters', systematic types to build process capabilities and solid knowledge and data flows, technical people to support the processes and other disciplines such as marketing and sales, recruitment and training, and so on.

Key to success in such a complex and fast moving environment is the establishment of an overarching strategic framework for all core capabilities drawing on elements of the Strategy Formulation Process. Such a framework not only provides a common purpose and direction for all involved, but provides a consistent basis for key decisions. In fast moving operational environments decisions require to be made close to the point of operational impact where there is simply no time for information and decisions to percolate up through the organisation. Front line staff and managers need to be empowered in terms of responsibility, training and knowledge to take decisions quickly and accurately.

Once the overall strategic context is clarified, a far reaching systematic approach to performance management is required again drawing on elements from the Performance Management Process. This is enabled through the provision of data and knowledge that is timely, accurate and relevant at the point of use. Layers of performance management operate from the overall leadership team and on through to every centre, management team, team leader and even to individuals.

To handle the vast amount of change flowing into the operation constantly a robust Change Management Process is necessary to build new, repair existing and radically transform areas of the operation on a regular basis.

TRIMENTIS has the experience to implement our core Performance Leadership Processes at the enterprise level to guide the overall performance of the operation, and to implement integrated approaches at supporting centre, team and individual levels to build a performance leading capability throughout the operation.