Card Solutions

Call Centers are fast emerging as the central resource supporting all contacts with customers, regardless of access channel. Once viewed as a low-cost alternative to branch banking and a necessary cost to provide customer service beyond the regular working hours, call centers today are increasingly important in helping organizations meet their key challenges: to maximize returns from customer contacts and deliver superior service while maintaining costs.

The call center has evolved into a strategic tool.they provide a goldmine of information on customer preferences and needs that can be captured during a call of only a few minutes; and they are being used successfully for customer relationship management, cross-selling, new customer acquisition, research and information gathering, and support to virtual banks.

World-class call centers need to be aligned with business strategy and direction; customer-centric in providing channel parity; flexible, efficient and lean in operational and management structure; robust in infrastructure, support and service recovery; and able to attract and retain talented staff.

A major global bank needed to restructure its call centers throughout the world to improve customer service and cost performance. We designed a new Call Center model, re-aligned with and linked to corporate strategy, and an integrated plan for organizational structure, business process design, technology support and outsourcing.

Defined the appropriate call center model for their organization. Applied our knowledge of best practices and call center prototypes to design a call center that was aligned with the client's vision and strategy. The results were a conceptual framework for people, technology, telecommunications, products and processes

Built and executed a program that implemented the appropriate call center model. This included defining detailed organizational structures (and the supporting human resource programs), business processes, technology deployment (needs for new hardware and software as well as integration with existing technology in critical areas such as ACD, IVR, contact management, CTI and long distance networks), and then helped the client execute through pilot programs and structured roll-out.

GPE worked with this client to help them design and implement a World-Class Call Center. Our consultants bring practical experience in managing call center operations. Our consultants have conducted over 480 consulting projects in 42 countries. Experience and knowledge, partnered with client commitment and ownership, has led to measurable and sustainable results. We applied our unique set of models and performance management tools to rigorously prioritize and quickly execute programs, ensuring that they were on time and on-target.