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Virtual Employee Concept

Virtual Employee Concept

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Published by The Eye
Well trained call center staff are better equiped in making call centers "profit centers" rather than "cost centers". Customer satisfaction depends on well trained and motivated call center staff.
Well trained call center staff are better equiped in making call centers "profit centers" rather than "cost centers". Customer satisfaction depends on well trained and motivated call center staff.

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Published by: The Eye on Apr 05, 2009
Copyright:Attribution Non-commercial

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12/08/2012

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A P X B U S I N E S S A N D M A N A G E M E N T C O N S U L T A N T S L T D 
Call center Virtual Employee Concept usingKnowledge management, Workflow managementand Process reengineering
 
November 2008
 
Hector Chapa Sikazwe
 
Keywords
 
Workflow 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 organizations
......................................................................................................... 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
“on
hold
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
righ
t”
information at the
righ
t”
time when it is required and having the
righ
t”
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 a

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