The call center (or dispatch center) is the starting point of almost all performance improvement initiatives.
Why look at the call center?
Most of the information you need to manage and improve your system is generated in your call center. It is on the front lines of your decision-making with respect to your calls. More than any other department, it ensures that you get the right unit to the right place at the right time.
Call center improvements can be gained through a number of angles, but in general, we look at your processes, your technology, and your people. We look at each of these through the lenses of experience and hard data.
Processes: Undocumented or unfollowed processes are often a sources of inefficiency and frustration. In a call center, they lead to inaccurate data, longer response times, and errors of dispatch. We start off by reviewing your processes and then comparing these to industry best practices. Where there are inefficiencies we work with you to adjust and socialize the new practices and procedures. We pay particular attention to dispatch protocols. Small adjustments here can reap rewards in response time and dispatch accuracy. And they’ll lead to a happier staff.
Technology: Sometimes technology becomes a barrier to the call center. Call takers develop workarounds and dispatchers ignore system recommendations. In some cases, this is because the Computer Aided Dispatch system is not capable of meeting the services needs, but more often than not, the CAD is simply configured improperly. We work with your team to identify these areas and to fix them through configuration where possible.
People: Often, when the processes and technology are aligned, any people issues disappear. But there may be cases when you don’t have the right number of staff or the right training and management systems in place. We review roles, responsibilities, and performance measures to ensure that the entire system is aligned.
Our work is informed by our experience with call centers - which generates the best practices we recommend. As well as data analysis - which informs the benchmarks we work toward.
We provide a report identifying opportunities and strategies for improvement, along with advice on the strategies as required to meet your objectives. We also will share best practices and benchmarking information as appropriate.
Cost & Timelines
The typical review takes 1 - 2 weeks to complete and costs between $5,000-$10,000 depending on the scope and expenses.