Communication Center Support & Service
by ralf bach
1. Functions
1.1. Payment & Risk
1.2. Accounting
1.3. Issuing
1.4. Sales Operations
1.5. Supply Vendors
1.6. Shared Services
2. Improvement and efficiency
2.1. Process Costs
2.2. Ebitda
2.3. Process & Knowlege Management
2.3.1. Technical
2.3.2. Commerical
2.3.3. Logisitic
2.3.4. Process CRM Tool
2.4. Contribution Margin
3. Employee
3.1. Skills
3.2. Language
3.3. Training
4. Real-time Control & Reporting
4.1. Customer-Related
4.1.1. Utilization of potential
4.1.2. Net Promoter Score
4.1.3. Contribution Margin
4.2. Process-Related
4.2.1. Process Costs
4.2.2. Processing time (Avg)
4.3. Operational Related
4.3.1. Service Level
4.3.2. Clearance Ratio
4.4. Employee Related
4.4.1. Productivity
4.4.2. First Solution Rate
4.4.3. Up and Cross Sell
5. Data Sources
5.1. Remedy
5.2. Microsoft Business Dynamics (CRM)
5.3. Wep
5.4. AMS
5.5. IMS
5.6. Logistic System
5.7. BillingSystem
6. System related
6.1. Up-time/Availability
6.2. Data Quality (duplicates, incorrect entries)
7. Customer Life Cycle
7.1. Segmentation
7.1.1. A-D
7.1.1.1. paid Services e.g. Hotline
7.2. Verticals
7.2.1. Airlines
7.3. stategic Customers
7.4. Countries
8. Infrastructure
8.1. Agent Desktop
8.1.1. Integration of all applications through data warehouse solution
8.2. Workforce management
8.3. Self service
8.3.1. Chatbot
8.4. Apps
8.5. IVR
8.5.1. Alexis/Siri
8.6. Follow the Sun
8.6.1. In-house CC
8.6.2. Outsourced CC
8.6.3. Mail
8.6.4. Chat
8.6.5. What app,We Chat
8.6.6. Facebook