23 Steps to an Effective Call Center

Réal Bergevin, CEO of NuComm, wrote a book centered around these 23 Steps. These seemingly simple steps have together enabled him to build a contact center solutions provider that continues to grow at a rate of 75% per year.

Model	23 Steps
Mission and Vision	1. Set the mission and vision of the operation.
Business Measures	2. Establish measurable business objectives that support the mission and vision.
Performance Drivers	3. Identify the key numerical drivers that impact the business objectives.
Business Practices People Process Technology	4. Assign key roles and responsibilities required to achieve goals.   5. Ensure that all policies and procedures support the mission, business objectives and key drivers.     6. Determine resources required to meet goals.     7. Determine when resources are needed.     8.  Ensure that the resources are available when they are required.     9. Recommend the appropriate tools to meet business objectives that affect key drivers.     10. Configure the tools to work properly and reliably.     11. Provide appropriate maintenance and trouble shooting support.     12. Hire the right TSRs to do the job.     13. Tell them what to do and why.     14. Show them how to do it.     15. Give them feedback on performance.     16. Make supporting them your #1 mission.     17. As a TSR work with your EPS to understand how success in this position can help you to achieve your goals.     18. Work to achieve your job expectations.     19. Continually improve your skills until you become a peak performer.     20. Show others how to become a peak performer.
Culture	21. Create a culture that supports the mission.
Reporting	22. Provide statistical feedback on business objectives and key performance drivers.   23.  Identify opportunities to improve operational and individual performance through statistical analysis of key performance drivers.

For more information or to order a copy of Réal's book, click here.

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