• Call Centre & E-Business Integration
• E-Business/Call Centre Software & Technology Assessment, Procurement & Integration 
• Operational & Process Reviews & Recommendations
• Call Centre Consolidation Planning, Design, & Management
• E-Business/Customer Contact Centre Service Delivery Reengineering
• Performance Management Systems
• Strategic Business Case Development & Project Implementation

Our expertise includes developing E-business strategies and aligning those strategies with customer care operating plans. This includes analyzing, redesigning, and automating fundamental business processes for service delivery, including defining the requirements for call centre, telephony, and Internet technology infrastructures, Customer Relationship Management (CRM) software, and workflow automation tools to integrate the Internet and the call centre for seamless customer contact.

We help clients improve call centre performance and service levels by optimizing staffing levels. Our expertise includes using Erlang C and Erlang B modeling for detailed staffing and trunking analyses, load balancing, and skill-based routing options for improved service levels.

The foundation for every customer contact centre is its online information and technology infrastructures. The architecture must be flexible enough to support the needs of the internal service providers as well as to enable customers self service access and ease of use.

Call centre applications include technology for scheduling and forecasting; telephony systems for call routing, distribution, management, and accounting; interactive voice response technology for automated customer service applications; and Customer Relationship Management (CRM) software and information technology for data capture, knowledge-based tools, and workflow processing.

E-business applications include technology and systems architecture for direct access from the web site to the call centre for agent assistance. State-of-the-art functionalities include text chat, escorted browsing, customer callback, e-mail, fax, voice-over IP, and Computer Telephony Integration (CTI) as well as software/middleware applications for Customer Relationship Management (CRM) and Electronic Bill Presentment and Payment (EBPP) to enable increased customer access and self-service.

Our expertise includes strategic integration and project phasing for multi-media call centre applications including analyzing current technology and software applications as well as recommending new technology, products, functionalities, and enhancements, including cost-benefit analyses and alternatives.

Customer Contact operational reviews are comprehensive analyses of the systems, processes, and technology applications, including an evaluation of the gaps between the "as is" and desired customer service operating effectiveness. The purpose of the Review is to identify performance improvement opportunities for innovative customer response, including strategic integration opportunities for web-enabled applications.

The review is an in depth process which is conducted on-site and covers the following areas:

• Assessment of the Integration of the Call Centre and Internet in an
  E-business Strategy
• End-to-End Service Delivery Workflow Analyses & Linkage to Supply Chain Processes
• Customer Relationship Management Systems Assessment & Strategy
• Staffing & Human Resources Process Assessment & Strategy
• Quality Assurance Assessment & Strategy
• Efficiency Metrics & Standards Assessment & Strategy
• Telephony and Internet Systems & Technology Assessment & Strategy
• Information Technology & Software Assessment & Strategy

Call centre consolidation offers the promise of improved operating and staffing efficiencies; enhanced control over service quality, and increased technology resources. However, there are business risks. Consolidating call centre operations requires detailed analyses of customer inquiry types, call volumes, forecasted agent skill requirements, and estimated agent staffing levels. This analysis establishes the fundamental economies, benefits, and risks involved for the consolidation business case.

The implementation of call centre consolidation projects involve determining the number of sites and site selection; facilities design; telephony infrastructure and networking design and implementation; call centre technology and information systems software and hardware infrastructure design and implementation; development of the management and staff organization structure; development of quality assurance processes; design of recruiting, staffing, training processes and compensation systems; and planning for call migration testing and rollout.

Our expertise includes the full range of assistance for call centre consolidation including building the business case; consolidation project design and management; service delivery reengineering; process redesign utilizing end-to-end workflow analyses; analyses and selection of customer contact software and workflow automation tools; estimated staffing efficiencies, as well as telephony, call centre, and Internet technology and software specification and acquisition.

Business processes reengineering begins with a thorough end-to-end workflow analysis of the service delivery system. This includes a detailed analysis of customer inquiry processing, including call handling; e-mail processing; call/e-mail routing; staffing; interfaces; Customer Relationship Management (CRM) systems; and backend fulfillment, supply chain, and Enterprise Resource Planning (ERP) with real-time solutions models.

Workflow analyses are used to identify the "as is" environment and provide the template for redesign. Service delivery processes are redesigned, streamlined and/or automated for increased customer satisfaction, decreased cycle time, and improved efficiencies and productivity. Redesigned processes drive the integration of Customer Relationship Managment (CRM) software, call centre managment systems, performance standards and metrics, and new agent skills and competency requirements.

Our expertise includes conducting detailed end-to-end work flow analyses and reengineering service delivery process for automation and performance improvement. This includes screen design, the specification and selection of customer contact software, the design of self-service applications including interactive voice response (IVR) and Internet customer care as well as the redesign of the performance management standards and Systems.

Performance Management Systems are key to enabling customer contact centres to achieve world-class service to customers with optimal efficiency. Fundamental to achieving optimum customer satisfaction are Performance Management Systems that establish the standards for individual agent performance.

Included as part of an effective performance management system are quality and productivity performance standards and requirements, quality assurance and service observation processes, performance-based training and compensation systems, and customer feedback systems. End-to-end workflows are utilized to define the call handling and fulfillment processes.

Competitive advantage is developed and sustained by leveraging customer-driven performance requirements in a high performance culture. Best practices performance metrics are developed to ensure consistent customer satisfaction and optimum efficiency. Through competency-based pre-employment processes, training, certification, and compensation programs, high performance is developed and maintained.

Our expertise includes designing the strategies as well as developing and implementing performance management systems. These systems include agent performance standards and certification processes; career progression programs; recruiting and selection procedures; new-hire training; performance-based compensation plans; quality assurance programs; and automated on-line customer survey processes.

The business case is developed through a comprehensive analysis that quantifies strategic call centre/Internet/E-business customer response initiatives, including the advantages, disadvantages, risks, opportunities, and costs associated with each option. This process enables the enterprise to prudently plan for and allocate resources in a phased implementation approach, based on an analyses of the opportunities and benefits versus costs and requirements. The strategic business case analysis typically addresses the following:

• Situational Analysis
  • Current Environment
  • Trends & Forecast
• Risks & Opportunities
• Customer Needs & Expectations
• Technical Analysis
  • Current Technology, Software, Hardware & Legacy Systems
  • Technical Infrastructure Assessment
  • Trends & Forecast
• Savings & Operational Cost Reduction Opportunities
  • Labor & Human Resource Cost Reductions
  • Productivity & Efficiency Improvements
  • Risk & Financial Analysis
  • Conclusions & Recommendations

We help clients improve call centre performance by streamlining their call handling processes. Our expertise includes analyzing the service delivery system and call handling process for performance improvement. Using process workflow methodology, we document the "as is" environment and redesign and/or reengineer service delivery and call handling processes for improved customer satisfaction and agent efficiency.

Process mapping techniques are used to diagram existing service delivery and call handling workflows. These workflows provide the structure necessary to redesign and reengineer both service delivery and call handling processes for maximizing service delivery and minimizing operating costs. Documented workflow maps are used as the foundation for process redesign/reengineering, automation, agent training, and service quality monitoring.

We help clients improve customer satisfaction and efficiency by developing and/or refining their quality assurance programs. Our expertise includes developing best practices quality assurance policies, procedures, performance requirements, customer contact quality standards, certification procedures, and productivity performance requirements and metrics.

Since cost is an important factor in service delivery, establishing appropriate performance metrics which recognize both the quality and productivity components are critical to an effective total quality process. Productivity metrics based on best practices workflows ensure quality as well as efficiency for a cost-effective operation. Our consulting focuses on the development of both quality and productivity performance factors.

We help clients improve the quality of customer contact and the efficiency of their call centre operations by developing customized training curriculum based on best practices workflows. Our expertise includes the development of training curriculum, certification procedures, and change-management strategies.

Texcomp Technologies originated a method of embedding best practices procedures and quality standards into call processing workflows for improved agent performance. This method, which was pioneered in 1988, is now in its fourth generation and our training design and methodology is based on this process. Utilizing this training approach improves agent performance in two ways. First, the learning curve is substantially reduced. Secondly, agent efficiency, accuracy, and consistency are greatly increased.

We help clients achieve improved operating efficiencies by developing and implementing performance-based compensation plans. Our expertise includes compensation design for skill-based pay and incentive programs, plan modeling, return on investment (ROI) analyses, funding approaches, business case development, and certification procedures.

Traditional pay and career progression plans often do not have the impact needed to attract and retain the caliber of staff required in today's tight labor markets. Performance-based pay plans offer new career progression and earning opportunities for staff. At the same time, performance-based pay plans enable call centres to achieve significantly improved operating efficiencies.

10,Khatiza Manzil, Senapati Bapat Marg,
Mumabi- 400028, India
Tel : +91(22)437 6304
Fax : +91(22) 431 0568
e-mail : sales@texcomp.com