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    High-Volume Call Center A Clear and Concise Reference
    High-Volume Call Center A Clear and Concise Reference
    High-Volume Call Center A Clear and Concise Reference
    Ebook208 pages1 hour

    High-Volume Call Center A Clear and Concise Reference

    By Gerardus Blokdyk

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    About this ebook

    Do you all define High-Volume Call Center in the same way? What are the long-term High-Volume Call Center goals? What would happen if High-Volume Call Center weren’t done? Are you making progress, and are you making progress as High-Volume Call Center leaders? What are the essentials of internal High-Volume Call Center management?

    Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

    Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

    This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make High-Volume Call Center investments work better.

    This High-Volume Call Center All-Inclusive Self-Assessment enables You to be that person.

    All the tools you need to an in-depth High-Volume Call Center Self-Assessment. Featuring 669 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which High-Volume Call Center improvements can be made.

    In using the questions you will be better able to:

    - diagnose High-Volume Call Center projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices

    - implement evidence-based best practice strategies aligned with overall goals

    - integrate recent advances in High-Volume Call Center and process design strategies into practice according to best practice guidelines

    Using a Self-Assessment tool known as the High-Volume Call Center Scorecard, you will develop a clear picture of which High-Volume Call Center areas need attention.

    Your purchase includes access details to the High-Volume Call Center self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria:

    - The latest quick edition of the book in PDF

    - The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

    - The Self-Assessment Excel Dashboard, and...

    - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

    …plus an extra, special, resource that helps you with project managing.

    INCLUDES LIFETIME SELF ASSESSMENT UPDATES

    Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

    LanguageEnglish
    Publisher5STARCooks
    Release dateOct 3, 2018
    ISBN9780655474241
    High-Volume Call Center A Clear and Concise Reference

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      Book preview

      High-Volume Call Center A Clear and Concise Reference - Gerardus Blokdyk

      About The Art of Service

      The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

      Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

      Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

      Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

      With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

      Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

      http://theartofservice.com

      [email protected]

      Acknowledgments

      This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.

      Representatives from several client companies participated in the preparation of this Self-Assessment.

      Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.

      In addition, we are thankful for the design and printing services provided.

      Included Resources - how to access

      Included with your purchase of the book is the High-Volume Call Center Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

      How? Simply send an email to

      [email protected]

      with this books’ title in the subject to get the High-Volume Call Center Self Assessment Tool right away.

      You will receive the following contents with New and Updated specific criteria:

      •The latest quick edition of the book in PDF

      •The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

      •The Self-Assessment Excel Dashboard, and...

      •Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

      •…plus an extra, special, resource that helps you with project managing.

      INCLUDES LIFETIME SELF ASSESSMENT UPDATES

      Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

      Get it now- you will be glad you did - do it now, before you forget.

      Send an email to [email protected] with this books’ title in the subject to get the High-Volume Call Center Self Assessment Tool right away.

      Your feedback is invaluable to us

      If you recently bought this book, we would love to hear from you!

      You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.

      How does it work?

      To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.

      What happens when I submit my review?

      Once you have submitted your review, send us an email at

      [email protected] with the link to your review so we can properly thank you for your feedback.

      Purpose of this Self-Assessment

      This Self-Assessment has been developed to improve understanding of the requirements and elements of High-Volume Call Center, based on best practices and standards in business process architecture, design and quality management.

      It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

      The criteria of requirements and elements of High-Volume Call Center have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

      In this format, even with limited background knowledge of High-Volume Call Center, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

      How to use the Self-Assessment

      On the following pages are a series of questions to identify to what extent your High-Volume Call Center initiative is complete in comparison to the requirements set in standards.

      To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

      1 Strongly Disagree

      2 Disagree

      3 Neutral

      4 Agree

      5 Strongly Agree

      Read the question and rate it with the following in front of mind:

      ‘In my belief,

      the answer to this question is clearly defined’.

      There are two ways in which you can choose to interpret this statement;

      1.how aware are you that the answer to the question is clearly defined

      2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

      A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

      After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the High-Volume Call Center Scorecard on the second next page of the Self-Assessment.

      Your completed High-Volume Call Center Scorecard will give you a clear presentation of which High-Volume Call Center areas need attention.

      High-Volume Call Center

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      High-Volume Call Center

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service8

      Acknowledgments9

      Included Resources - how to access9

      Your feedback is invaluable to us11

      Purpose of this Self-Assessment11

      How to use the Self-Assessment12

      High-Volume Call Center

      Scorecard Example14

      High-Volume Call Center

      Scorecard15

      BEGINNING OF THE

      SELF-ASSESSMENT:16

      CRITERION #1: RECOGNIZE17

      CRITERION #2: DEFINE:24

      CRITERION #3: MEASURE:35

      CRITERION #4: ANALYZE:47

      CRITERION #5: IMPROVE:56

      CRITERION #6: CONTROL:68

      CRITERION #7: SUSTAIN:79

      High-Volume Call Center and Managing Projects, Criteria for Project Managers:103

      1.0 Initiating Process Group: High-Volume Call Center104

      1.1 Project Charter: High-Volume Call Center106

      1.2 Stakeholder Register: High-Volume Call Center108

      1.3 Stakeholder Analysis Matrix: High-Volume Call Center109

      2.0 Planning Process Group: High-Volume Call Center111

      2.1 Project Management Plan: High-Volume Call Center113

      2.2 Scope Management Plan: High-Volume Call Center115

      2.3 Requirements Management Plan: High-Volume Call Center117

      2.4 Requirements Documentation: High-Volume Call Center119

      2.5 Requirements Traceability Matrix: High-Volume Call Center121

      2.6 Project Scope Statement: High-Volume Call Center123

      2.7 Assumption and Constraint Log: High-Volume Call Center125

      2.8 Work Breakdown Structure: High-Volume Call Center127

      2.9 WBS Dictionary: High-Volume Call Center129

      2.10 Schedule Management Plan: High-Volume Call Center132

      2.11 Activity List: High-Volume Call Center134

      2.12 Activity Attributes: High-Volume Call Center136

      2.13 Milestone List: High-Volume Call Center138

      2.14 Network Diagram: High-Volume Call Center140

      2.15 Activity Resource Requirements: High-Volume Call Center142

      2.16 Resource Breakdown Structure: High-Volume Call Center143

      2.17 Activity Duration Estimates: High-Volume Call Center145

      2.18 Duration Estimating Worksheet: High-Volume Call Center147

      2.19 Project Schedule: High-Volume Call Center149

      2.20 Cost Management Plan: High-Volume Call Center151

      2.21 Activity Cost Estimates: High-Volume Call Center153

      2.22 Cost Estimating Worksheet: High-Volume Call Center155

      2.23 Cost Baseline:

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