NASSCOM Webinar - BPM for Call Centers
The presentation provides some key pointers for managing BPM for an organisation's customer facing processes
Published on: Mar 3, 2016
Transcripts - NASSCOM Webinar - BPM for Call Centers
Leveraging BPM to Enhance Customer-Facing ProcessesPresented By:Sachin BhatiaCoFounder and VP Sales - Drishti
2May 9, 2013What is BPM ? - Deciphering the buzzwordDoes any of these sound familiar?• Lots of paper and manual processes• Inconsistent execution, including unmet commitments• Many layers of review and approval• High error rates and significant rework• Low self-service success rates• “Tribal knowledge” rather than documentation, manuals and tools to enable process steps• Low first contact resolution leading to high transfer or handoff rates• Customer Complaints• Contact Center agent complaints and turnover
3May 9, 2013BPM Helps!•Program current processes, automate the execution, monitor current performance and make on-the-fly changes for processimprovement.•Immaculate handling of exceptions•A must go for processes that extend beyond the boundaries of an enterprise and communicate with processes of thepartners, customers, suppliers and vendors.•Offers agility to stay competitive•Greatly reduces the time elapsed for each business process•Reduces the number of steps for each process by around 50%.•Helps improve inter-departmental coordination across various geographic locations of a companyBusiness process scenario for Medical Insurance - An Example
4Business process scenario for Medical Insurance- An Example
5The contact center view:-
6May 9, 2013What is communication enabled business ProceCustomer Delight through BPMCommunications-enabled business processes (CEBP) is the integration of communicationscapabilities into software-enabled business procedures, applications and technologies.The main purpose of a communication-enabled business process (CEBP) is to optimize businessprocesses by reducing the existing human latency within a process flow.CEBP enables inter-application as well as application-human interactions to automate variouscomponents of business processesThe result is optimized processes and continuous, low-latency, real-time communications amongthe customers, suppliers and employees.CEBP can be applied horizontally across different industries and different lines of business.Creates measurable business value and ROI.Example: Mortgage approval process, conferences, alerts, escalations, contacting relevantexperts, etc. A breakthrough app could be mobile biometrics.
7May 9, 2013A Framework to think - Measure Analyze Improve• How many Calls?• How many walki-ins?• How many leads?• How many complaints?• Why so much time?• Why so many people?• Why repeat complaints?• Knowledge base• Training• Self Service• SLAs
8CustomerServiceSalesDemandGenerationAccountsSUGARCRMFrom the Horse’s mouth – Internal Case study at Drishti• Ticketing• Escalation• Account Management• Opportunities• Leads• Accounts• Leads• Calls• Opportunities• Pricing• Approvals• CollectionsFunction Process
9Key points to consider :-• Involve the entire project team to get a broad picture of where your currentprocesses might be broken.• Don’t be constrained by your current process definition. To really optimize,you have to think out of the box.• Ensure IT is part of the discussion to assess opportunities to get more out ofyour existing technology and to assist in identifying and defining requirementsfor new technology.• Don’t forget the agent desktop. Optimizing desktop call handling canenhance agent efficiency and reduce training requirements.DO NOT TRY TO SOLVE EVERYTHING AT ONCE !!
10May 9, 2013Tools AvailableEvaluating BPM tools: Key aspects to considerAcquisition cost - Procurement & SupportDeployment time of BPM tool - Customization, UAT, TestingCustomization offered - Vendor capability evaluationReporting and analytics - Analytical ability to measure results of deploymentVendor’s capabilities - Reference check and case studiesIBM eBook: BPM for Dummies : http://www-01.ibm.com/software/info/bpm/what-is-bpm/Open Source BPM tool: http://www.processmaker.com/Open Source CRM : http://www.sugarcrm.com