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Call center Virtual Employee Concept usingKnowledge management, Workflow managementand Process reengineeringNovember 2008
 
Hector Chapa Sikazwe
KeywordsWorkflow management, processes, reengineering, knowledge management, call centre,customer satisfaction customer call flow
 
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Table of Contents
Abstract
................................................................................................................................................. 3
1.1
 
Introduction
............................................................................................................................... 5
1.2
 
Customer headaches
.................................................................................................................. 5
1.3
 
Employee headaches
................................................................................................................. 6
1.4
 
Proposed solutions
.................................................................................................................... 7
1.4.1
 
Workflow management and Process reengineering
.......................................................... 7
1.4.2
 
The use of Workflow management Systems
................................................................. 8
1.4.3
 
The use of Process reengineering
...................................................................................... 9
1.5
 
The Virtual Employee
............................................................................................................ 12
1.6
 
Training of Virtual Employees
................................................................................................ 14
1.6.1
 
Composition of team and responsibilities
....................................................................... 14
1.6.2
 
General support for the initiative
..................................................................................... 15
1.7 The Call center processes
.............................................................................................................. 16
1.8 Advantages to organisations
......................................................................................................... 17
1.9
 
Conclusion
.............................................................................................................................. 18
1.1
 
References and Bibliography
.................................................................................................. 20
 
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Abstract
Most organizations have a fragmented approach to information management. A huge amountof customer data is duplicated in many places and call centre users are expected to enter thesame information many times as part of their day to day activities. For purposes of this report,a Call centre is a work environment where employees sit at computer terminals answeringtelephone calls about their employers business. They can be small or massive in size. Theycan be found in the public, private or government sector. Often tired and stressed Staff work their way through computer programs to answer the callers questions, take orders, recorddetails etc besides answering these calls, employees are also required to “fish” forinformation in the maze of the many departments available to deliver satisfaction to onecustomer at a time. This can be frustrating for customers as they have to constantly be put “onhold” whilst the call centre employee “figures out” which department would best suit theenquiry or attempt to resolve the problem.This does not indicate a good customer experience. Due to the nature of information, iecustomers having to repeat the required information, the information stored in different paceswill always have variations and with time, become invalid as updates are rarely done.Developing lean management strategies with redesigned call centre processes using workflowsystems and information management strategies can be the foundation stone for gainingcompetitive advantage in the market place before considering cost justifying or implementingmassive organization changes. This report suggests that a call centre employee having the“right” information at the “right” time when it is required and having the “right” level of authority is essential if any organisation is to carry out its objectives in an efficient andeffective manner. The introduction of a “
Virtual call centre employee
” would be afundamental new tool for any organisation that wants to introduce s new ways of doing
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