Business Process Assessment
The Jacada Business Process Assessment (BPA) is a comprehensive consulting engagement lead by a Jacada Business Process Analyst with extensive experience in analyzing and optimizing contact center systems and processes. Working with your contact center management, functional specialists, and customer service representatives, Jacada will conduct a review of all high impact business processes and various applications that are used in handling different types of customer contact. Through this process, we will gain an in-depth, cross organizational understanding of the specific challenges you face in your contact center, and will be able to provide an informed assessment of the opportunities for improvement that will have the biggest positive impact on your operations.
The Jacada Business Process Assessment provides the following benefits:
- Identify areas in which deployment of Jacada solutions can assist in the improvement of critical business metrics such as cost reduction, enhanced customer satisfactions, agent training and retention and operational efficiency.
- Identify opportunities where Jacada solutions can be leveraged to enhance operational efficiencies in a manner consistent with the stated objectives of the organization.
- Identify and quantify the critical performance measures at relevant levels of the organization as it relates to the proposed solution. These measures will serve as a reference point used in evaluating business process performance improvements and return on investment.
- Execute an evaluation of your unique business and technical environment that will enable Jacada to develop specific solution ideas and craft a technical recommendation for your operation.
- Identify and evaluate the potential impact of the proposed solution with regard to staffing, training and operational efficiencies.
The Jacada Business Process Assessment starts with a top-down approach to understanding your contact center, determining the center's objectives, reviewing the operating environment and seeking to fully understand the daily experience of the customer service representative. The main objective in utilizing this top-down approach is to identify high-impact process inefficiencies, redundant data entry points, application usability challenges, cross-sell and up-sell opportunities, reporting insufficiencies and overall performance impact. By analyzing the customer service representative's interaction with all of these components, we can recommend areas of focus that offer the highest payback and fastest return from any improvement initiatives.