This document outlines a 5-step plan to enhance a contact center. The steps are: 1) Systematize knowledge transfer to agents, 2) Implement proactive checks on rollouts and changes, 3) Empower agents and change expectations of their roles, 4) Create subject matter expert and performance reward tiers, and 5) Implement in-house quality assurance. The overall goals are to improve customer satisfaction, resolution rates, talent retention, relationships, and revenue through a more customer-centric and empowered agent model.

1. A Simple Plan : Enhanced Contact Center
By : Ashutosh Anil

2. What can be achieved?

What will this plan enhance?
 World Class Customer Satisfaction
 Maximum First Contact Resolution
 Talent attraction & retention for Contact center
 Incremental relationship & revenue growth
 Customer Ambassadors for the Brand

3. Today’s Culprit – Inverted Empowerment Pyramid…
HIGH
LOW
HIGH
LOW

4. Step 1 - Systemize Knowledge Transfer

5. Knowledge Transfer Methodology…

6. Step 2 - Proactive Checks - Rollouts &
Changes

7. Establish Controls : Inspect what you expect…
Quiz &
Survey
mechanism to
evaluate
Training,
Trainer and
trainees

8. Step 3 - Empower & Reboot Expectations

9. Project EM-Power CCO…Redefine Role
Ownership:
Example: Change the name &
mindset from agent / rep to
“Customer Care Officer”
Empower frontline
agents to make
decisions and
recognize them for it.
Teach them to
negotiate
Commitment:
Empower them to have
follow up time as
needed so they call
back customers
Expertise & Credit:
Allow the agents to
build expertise by
mixing tenured with
new via seating plans
and controlling shift
spreads. Reward top
quartile by nonmonetary but widely
visible rewards

10. Step 4 - SME & Performance Reward Tiers

11. ROI on Contact Center Talent: SMEs

We know that these SMEs (Subject Matter Experts) are
the single most important link in the chain when it comes
to dissemination of information to contact center frontline

What I recommend:
 The role needs to be formalized & clearly defined by the




brand and not the vendors to mirror your strategic priorities
(Less admin tasks, more on ground mentorship, training, YJacking, identifying bottom quartile on CSAT/FCR and one
on one coaching, taking calls to keep abreast etc.)
Use SME Role as a reward for top 3-5% performers and
conduct interviews to maintain how serious and important
the role is to your brand
The SME role needs to represent your brand and by that
also allow you to get critical feedback and information on
what is going well and what’s not within Contact center /
vendor space(s). To ensure this, relate their dotted line
reporting to your brand leadership and limited or no
reporting to vendor partners
Create R&R or Compensation structure for this role to be
be in your brand’s strategic control.
Hiring and firing decision should sit with your brand and not
vendors as the role is pivotal to the success of your
customer relationships.

12. Step 5 - In-House Quality Assurance

13. The In-House QA Approach…
Develop In-House QA
More than just a glorified listener of interactions.
Empower your QA to become an active participant
in the organizational strategy & a key input source
for improvement of Customer Experience
Gather & Provide Enhancements &
Feedback for Training
Gather & Provide Coaching &
Feedback to Contact Centers
Gather & Provide Feedback
for Customer Exerience
Liaise with in-House
Subject Matter experts
Monitor Customer
Exchanges with Brand

14. Conclusion: A 5 Step Enhanced Contact Center
 Systemize Knowledge Transfer:

Create controls around your brand’s voice (Contact Center) - Intake, Training & Content
 Proactive Checks - Rollouts & Changes:


Maintain Checks & Balances before, during & After
Dynamically assess & change programs as needed based on frontline feedback & scores on
assessments
 Empower & Reboot Expectations:



Redefine roles & responsibilities to turn people into powerful voices
Let the frontline feel the empowerment to own & manage their customers
Use leaders as instruments of self discovery to promote “progress not perfection” and allow contact
center frontline freedom to make mistakes & learn from them
 SME & Performance Reward Tiers



Use the top talent as guidance team to execute key strategies
Empower them to directly provide feedback from ground level to executives
Reward top quartile through well defined career advancement opportunities to groom future leaders
 In-House Quality Assurance:
 Learn from Customers & frontline & leverage active listening to shape customer
experience & process improvement
 Use QA Feedback sharing sessions as stakeholder engagement Platform to bring every
part of the brand together & build Customer centricity
“In Summary, it’s all about refining - defining & changing approaches…
Let’s create world class, customer centric & people powered brands…”