The ATCEN Contact Center Performance Optimization Program

 
   
 

Your Contact Center is a complex environment with very high operational costs. We can assist you in achieving the delicate balance of cost, optimization of resources and a working environment that motivates.

ATCEN offers a fresh perspective from our consultants who are always ahead of the curve to help you implement innovative recommendations for new, more efficient ways to increase productivity and achieve success.

So, whether you’re looking for more effective Contact Center methodologies in CRM Strategy, Workforce Management (Forecasting & Scheduling), Call Quality Monitoring, Performance Management, Business Continuity Planning (Disaster Recovery Plan) or Staff Development Planning, the ATCEN consulting team has the commitment to help you achieve full business potential with the least investment.

 
         
 


ATCEN POP Packages

These programs are specifically designed to have an immediate, quantifiable impact upon operations, which result in higher performance and lower costs.

POP 1 – Contact Center CRM Strategy


Man-days
Investment

What you’ll get:

  • Analysis of current inbound/outbound CRM processes
  • Documenting of existing CRM processes
  • Recommending and improving on CRM process
  • Development of customized Customer Satisfaction Survey
  • Survey data compilation and analysis tool
Project summary presentation to management team
5
RM 20,000

 

POP 2 – Workforce Management (Forecasting and Scheduling)


Man-days
Investment

What you’ll get:

  • Analysis of current workforce optimization
  • Forecasting and scheduling report – current
  • Recommended scheduling report
  • Customized forecasting and scheduling tool
  • Forecasting and scheduling tool user guide
  • Training on usage of scheduling tool
Project summary presentation to management team
10
RM 40,000

 

POP 3 – Call Quality Monitoring


Man-days
Investment

What you’ll get:

  • Analysis of current call quality standards
  • Development of Call Quality Monitoring Form
  • Development of accompanying Call Quality Manual
  • Call Quality Monitoring scoring and data analysis report tool
  • Call Quality Monitoring Coaching Form;
  • Alignment of Call Quality scores to current performance management program
Project summary presentation to management team
10
RM 40,000

 

POP 4 – KPI’s and Performance Management


Man-days
Investment

What you’ll get:

  • Analysis of current Contact Center, Team Leader and Agent KPI’s for suitability
  • Establishing of KPI standards based on certification and world class practices
  • Identification and recommendations on high performance KPI’s
  • Establishing a linkage of KPI’s to organizational performance management program
  • 1-day workshop on KPI measurements for entire contact center for internalization and buy-in
  • Individual KPI form for Operations Manager, Team Leads and Agents
  • Individual KPI data compilation and calculation tool
  • KPI guide and manual for your contact center operations
Project summary presentation to management team
10
RM 40,000

 

POP 5 – Business Continuity Plan (Disaster Recovery Plan)


Man-days
Investment

What you’ll get:

  • Analysis and identification of areas of risk for the contact center
  • Determining the ways to mitigate the risk
  • Development of comprehensive manual of SOPs and flow charts of contingency planning processes.
  • 1-day workshop briefing to entire Contact Center for familiarization of actions and processes
Project summary presentation to management team
5
RM 20,000

 

POP 6 – Staff Development Plan


Man-days
Investment

What you’ll get:

  • Analysis of current Staff Development Plan
  • Distribute Training Needs and Staff Development survey to entire Contact Center
  • Data collection and compilation of surveys
  • Conduct Training Needs Analysis interviews with selected staff of the Contact Center in areas of product knowledge, soft skills and process training
  • Develop processes for continuous assessment and evaluation of product knowledge
  • Development of a training and development plan for the staff in the contact center
  • Recommendations on training required for staff based on TNA findings
Project summary presentation to management team
6
RM 24,000

 

ATCEN VALUE-Adds

  1. Select 3 packages – Complimentary - ATCEN discount voucher worth RM 2,000 to be used for any ATCEN in-house or public workshop.
  2. Select 4 packages – Complimentary - ATCEN discount voucher worth RM 4,000 to be used for any ATCEN in-house or public workshop.
  3. ALL 6 packages selected – Complimentary – ATCEN voucher for 2 days of in-house training worth RM8,000
  
   
 
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