Customer Connection Experience with Contact Centers

Coray Gurnitz supported the transition of dozens of disparate hotlines to one customer-focused, fully-integrated organization-wide contact center for a large Federal agency.  This contact center interacts with customers from all over the country who have questions about health-related issues.  Customer Service Representatives (CSR) must provide accurate, complete, and sensitive responses to callers.

We gathered requirements, documented call handling procedures and flows, developed standard operating procedures (SOPs), and used this information to develop and deliver contact center training for supervisors and CSRs.   Then, using the SOPs as a launching point, the team engaged CSRs and others managing call center operations in improving service delivery. Using a change management strategy, documenting lessons learned and best practices, and through regular connections with front-line staff, the team worked to continually improve the service provided to callers.

Through this effort, we were regularly reminded of the challenges of improving organizational performance in an environment where the business operates 24x7 and cannot stop for traditional meetings and discussions.

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