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Best Practice Solutions 
Total Call Centre Solutions Program™
CCCAG's Total Call Centre Solutions Program™ (TCCS™)
Total Call Centre Solutions Program™ (TCCS™)
comprises three modular sub-systems. TCCS is based on the premise
that when call centre agents and managers know what is expected
of them, how they are doing relative to those expectations and that
the organization will help them improve their skills and knowledge,
you create a high-performance culture where everyone's contribution
results in a significant "win" for employees, managers
and the organization. The TCCS system results in call centres having
proven processes and best practices in place to measure call centre
productivity and quality and acquire the capability to systematically
improve each through the application of skill and knowledge enhancement
practices.
- Total Productivity Management™ (TPM) installs
proven metrics, measurements, feedback channels and a systematic
methodology for measuring and improving productivity on a individual,
team and organization basis. Additionally, advanced education
is provided to all centre employees related to service level management,
adherence, the "power of one" concept and personal and
professional growth strategies.
- Total Quality Care™ (TQC) installs proven
and statistically valid metrics and measures for setting standards
and measuring the true level of call quality provided to customers
on an individual agent, team and organization basis. A rigorous
certification process for those who are responsible for sampling
call quality is also installed.
- Total Job Competency™ (TJC) installs the
necessary skill and knowledge assessment process and related and
connected personal growth plans and strategies so that agents,
supervisors and managers can actively engage in improving and
closing their skill and knowledge gaps.
During the implementation of TCCS, a client team structure is put
in place to guide and facilitate the implementation of the TCCS
Best Practices and processes. During the implementation, CCCAG provides
coaching, training and education to the various TCCS client-based
teams.
An important part of the TCCS success strategy is the creation of
an Executive Guidance Team that provides support and resources to
the various TCCS client teams throughout the implementation process.
The Executive Guidance Team retains accountability for the complete
success of the TCCS process during and post implementation.
Many call centres today are struggling with a number of serious
issues. Agent motivation, call centre staff "buy in" to
critical goals, high levels of absenteeism, and poor productivity
and call quality are all hot topics of concern today. CCCAG understands
this, and TCCS has been developed specifically to provide a holistic
approach to resolving these issues. When properly implemented and
supported, TCCS provides the necessary proven productivity enhancing
processes and control systems that allow call centre teams to measure,
analyze and improve in productivity, call quality and the related
skill and knowledge areas.
After the first six months of TCCS implementation, clients report,
on average, a 26% increase in agent productivity and a 31% improvement
in overall call quality. In many cases, the payback for TCCS investment
fees is less than 6 months.
The implementation of TCCS is completed over a consecutive three-month
period. This is often referred to as a "turnkey" approach.
While working with senior client management to plan and coordinate
the overall effort, client-based teams are also strategically created
to guide and support the effort through an employee participative
approach.
During the three-month implementation, CCCAG advisors are on site
one week per month working with TCCS teams to install the necessary
practices and processes. During the following three-week implementation,
the client teams follow through on working with the call centre
staff to implement the new best practices and processes.
CCCAG provides TCCS post implementation support as part of the
initiative. Also, TCCS clients will have access to CCCAG's Web site
where process and practice updates are available only to them and
their teams.
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