By specifying individual and organizational responsibilities, process management ensures that support center personnel can be consistently professional when dealing with diverse customers and their wide- ranging issues.
Defining the procedures
In the context of a support center, process management means that a Customer Service Representative (CSR) should have a defined response to an array of customer queries, and that these defined responses can be used repeatedly to deal with customers on an ongoing basis to ensure consistency of service.
Defining the procedures to be followed allows the performance of each CSR to be measured and refinements made. Process management is usually defined in documentation, which specifies the actions that should be taken in certain situations and the people responsible.
For example, a process management document might be entitled “Common Customer Complaints and Recommended Responses.” Such a document would provide guidelines for responding to common customer complaints that the CSR is likely to encounter while on the job.
The CSR implements process management when dealing with a customer by following the steps outlined in such a document. When process management is implemented correctly, it can boost support center performance over both the short and long term. These improvements include:
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