Business Process Improvement

Business Process Improvement is using a systematic approach to optimise business processes to achieve better results.

Business process improvement, business process redesign and business process reengineering are sometimes used interchangeably to describe changes to a business process from incremental change to complete redesign with a goal of measurable improvement.

Business Process Improvement Methodologies

These days there are plenty of BPI methodologies to use in your call centre vying for your attention with the common ones including:

In addition to structured methodologies, the emergence of technology has also enabled tech-driven BPI opportunities including:

Regardless of which methodology you use, the key is being able to measure the improvement.

Thankfully, in call centres, there is an overwhelming amount of data to choose from making it easier to track your progress.

The most important tip for BPI

One of the biggest challenges you will face with any Business Process Improvement is not the process change itself, but the people change.

Make sure you have a detailed change management program so your employees are kept informed and are able to contribute to the change process.

Don’t forget your frontline employees!

One of the best sources of identifying business process improvement opportunities is your own call centre workforce.

Yet it’s amazing how little their input is sought or sometimes even valued.

Ask your call centre front line and I’m sure they will be able to identify a plethora of easy, quick and cheap fixes!

Get some professional help. There are a number of specialist consultants that focus on BPI for call centres and CX in our CX Directory >

Upcoming Industry Events:

Workforce Management Essentials

Event Organiser:

This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

Cyara APAC Xchange 2020

Event Organiser:

Cyara APAC Xchange 2020 Virtual Summit will focus on how businesses have quickly pivoted their focus on cx initiatives amidst the pandemic. You’ll hear about topics such as CX innovation, home agents, effective testing strategies, Agile and DevOps transformations, and how to monitor and measure CX.

Live Chat Customer Service – October 2020

Event Organiser:
CX Skills

In this October 2020 Live Chat Customer Service training course designed for frontline agents, we address the role of Live/Text Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and we teach our 4-Step structure to ensure enquiries are handled with finesse.

Be the first to comment

Leave a Reply