CCN | Call Centre Nucleus
Why CCN ? / Process
Process
The first step in developing the right solution is to identify client specific goals, from increasing wallet or market share to enhancing service quality and operational efficiencies. Based on these objectives, we work with our clients to develop and implement a precisely engineered solution that is continually monitored and assessed to ensure the delivery of the greatest customer service.
Our process, architecture and strategy begins with a detailed assessment of existing operations, including a concentrated analysis by CCN’s Professional Services team of the interaction types and volumes, analysis of operations and processes for consolidation or efficiency opportunities and rigorous business process assessment.
Every aspect of the customer experience with your company including interaction options, waiting time, first-call resolution, specialised agent training and up-sell / cross-sell opportunities, is precisely configured to deliver maximum client satisfaction and value at every stage in the customer lifecycle. The CCN difference doesn’t stop at program launch. We continually work to streamline and re-engineer business processes to deliver the greatest customer value at the lowest possible cost to serve. To this end CCN has a robust process in place to monitor process execution and make suggestions for continuous improvement.
CCN’s Professional Services team work together with the call centre managers and our clients to assist the operation to achieve both strategic and tactical objectives within the call centre. All process improvements are done in a holistic manner taking into consideration all stakeholders and best practices. This integrated approach ensures strategic alignment to the business objectives, efficiencies, optimal performance and optimal productivity.
CCN’s professional services team adopts a best practices continuous improvement methodology that focuses on People, Process, Technology and Costs.
As the diagram below illustrates,
the professional services team provide a baseline for process engineers, IT, HR and operations management to effectively implement business objectives.
The professional services team provides continuous practical advice and solutions to the client in order to improve service quality, efficiencies, productivity and cost reductions, incorporating ideas from the process engineers, IT, HR and operations management.
CCN’s structured approach to management starts at the beginning when we take on a new program. CCN has aligned all their project management methodology to best practice and certify all its project managers on the international best practice – PRINCE2™ (Project in Controlled Environments 2) methodology. PRINCE2™ is underpinned by sound project governance, scalability and flexibility to satisfy individual client project needs. By using this methodology, CCN assures clients of the best project delivery and that all projects meet the highest levels of compliance.
Corporate Practices
CCN adheres across all levels to international best practices:
• Financial Services - Registered Financial Services Provider
and F.A.I.S. compliant.
• Corporate - King II.
• Data - UK Data Protection Act 1998.
• Operations - COPC.
• Infrastructure - ITIL.
