Contact Center Operations: Process Improvement
Operations as a Service (OaaS)
Rely on Insite to solve personnel shortages and close skills gaps in contact center or back-office operations. We have qualified, experienced human resources to partner with your organization in Work Force Management, Content Development, Knowledge Management, Project Management, and Site Management. Using Insite to solve process challenges gives you an immediate solution to pressing issues while simultaneously building a model for future sustainability and growth.
Workforce Management
We solve your workforce management challenges in a few different ways depending on your particular environment. We start with a diagnostic phase using our Benchmark methodology, an Insite system with a narrowed focus on workforce management activators. After you receive your improvement quick hits, you can complete improvements on your own. We offer long-term initiatives, best practice sessions, staff augmentations, build & transfers, and consultative services. We have helped many clients with their workforce management needs by teaching them how to master long-term forecasting, short-term forecasting, capacity planning, and scheduling. Insite offers Workforce as a Service, or WaaS, as well. WaaS is typically geared to smaller contact centers with 100 – 200 seats; however, it can be scaled to suit any company size.
Content Development
No resources – lack of resources? No expertise – especially with eLearning or content writing? Let Insite help develop custom content, while bringing your trainers along the process to certify and train, helping to reduce the learning curve – impacting time to proficient and reducing the total training time with better outputs.
Knowledge Management
Whether it’s a customer calling in or an internal problem, efficient access to a robust Knowledge Management platform is critical to swiftly and effectively resolve issues. Insite’s Knowledge management experts evaluate your current state, make recommendations for improvement, and then work by your side as a partner to upgrade your KM process or to select a new platform. Next, we help you through implementation. Once all is in place, we can re-evaluate performance metrics to show the impacts on quality, cost, efficiency, and experience.
Project Management
Our Project Management experts embed in the team and direct traffic to ensure an effective project launch, execution, and normalization. Within the different phases, we confirm all tasks are progressing on time or ahead of schedule. We also identify any areas that may contain risk and move to reduce it.
Site Management
Insite maintains a large team of skilled managers and supervisors who can embed and manage your operation. While in position in your contact center or back office operation, an Insite manager will get your department running smoothly and efficiently and train the rest of your staff to stay that way. Finally, our management team will help you select, hire, and train their replacements. When we leave, your operation will be transformed into a best-in-class division delivering the results you require.