How the Three Elements of Process Save You Time and Money

At RiverStar, we believe that every customer interaction is fundamentally a process, having a beginning, middle and end that all aim to meet a specific objective. Incorporating three key elements into your processes will save your customers and agents time and, ultimately, your company money.

The three key elements of a process are:

  • Efficiency – Making the most of time and resources during the process
  • Effectiveness – Ensuring the result of the process matches the objective
  • Scalability – Developing a process that can handle anticipated volume within the constraints of available resources

From the company perspective, a process has to be scalable to handle the volume of interactions expected, efficient to minimize cost and save time, and effective in first-call resolution. An added benefit of process is reduced agent training time. Having a structured process dramatically reduces the amount of training required because agents will be led step by step through every interaction. Our clients report a decrease of 50 to 75 percent in agent training time after implementing RiverStar solutions.

While developing processes can certainly enhance any interaction, sometimes it may not make sense to develop a process. This is where scalability and efficiency go hand in hand. If an interaction only occurs sporadically, the time and resources required to develop a process may outweigh the benefits. However, for interactions that occur hundreds or thousands of times each day, process will ensure consistent handling, enhancing customer satisfaction and increasing agent productivity. Every wasted second eliminated by an efficient process amounts to cost savings for your company and increased satisfaction for your customers.

While customers will certainly notice the absence of scalability and efficiency, these elements are not their top priorities. They view effectiveness as the most important element of process – do you give them the information they need at the time they need it without requiring excessive action or repetition on their part? With an effective process in place, the answer will be a resounding “Yes.”

Service Master came to RiverStar with four different systems in place that agents had to navigate for every incoming call. We helped them develop a single, process-driven desktop that became the face of those systems, streamlining agent activity for each interaction. Our solution saved the company 10 percent in average handle time on every single call.

The combination of RiverStar Studio’s capabilities and the expertise of our team can help you build business processes that leverage your existing technology and can be optimized over time to achieve the results you need.

Contact us today to learn more about RiverStar Studio can add efficiency, effectiveness and scalability to your processes.

Archives

Contact Us

Ready to get started? Want to learn more? Either way, we want to hear from you.

MAILING ADDRESS

20 Danada Square West Suite 260 Wheaton, Illinois 60189