Transforming the customer service industry: when call centers become BPI partners | TELUS International Europe Blog
  • Transforming the customer service industry: when call centers become BPI partners

    October 30, 2014

    By Yana Balnikova

    customer serviceAs 2014 approaches its end it is time to look back and make an assessment of what has changed in our industry over the passing year. What are the innovations and trends that would determine the evolution of the BPO sector? Although it is not completely new to the industry I would like to talk about Business Process Improvement (BPI) because this trend will continue to shape the industry and be a driving factor in the evolvement of BPO and call center services in the years to come.

    From a “sub-contractor” to a “value-adding partner”

    More and more companies began to realize that it is not enough to transfer their processes to a contact center supplier. Contact centers, on their side could no longer limit themselves to operate as mere “suppliers” or “sub-contractors”. Today, they must fully understand the processes of their clients and be able to assess and improve them. The goal is to deliver real economic levers to their clients, acting positively on costs, on the quality and productivity of their work.

    To respond to the growing need for such expertise, some contact centers have already established BPI departments. This trend will continue. Contractors will prefer working with a partner who can not only execute existing work procedures, but also bring added value through BPI services.

    Our company amongst few others has shifted from the traditional call center function to a value adding BPO partner level through the introduction of BPI.

    What is Business Process Improvement?

    BPI aims to deliver improvements in business processes in terms of speed, quality, cost and flexibility while building the capability required for continuous improvement. BPI is the vehicle for delivering value through the application of various measurement and analysis techniques in designing and managing operational processes using recognized process improvement methodologies like Lean, Six Sigma, and Business Process Management.

    BPI analyzes existing client processes in order to identify opportunities for improvement in the quality or quantity of output. It then creates training aids to close any gaps in skill levels, implements any necessary technology enhancements, and then maps out the processes needed to achieve desired outcomes.

    At TELUS International Europe our BPI team is the vehicle for delivering value through the application of various measurement and analysis techniques in designing and managing operational processes using recognized process improvement methodologies including Six Sigma. BPI serves as our Total Quality Management (TQM) framework that enables us to deliver excellent, consistent, and predictable results to meet and exceed client expectations.

    Why BPI?

    BPI eliminates any unnecessary processes and procedures which as a result not only reduces costs, but more importantly allows a business to become faster and much more responsive to its customers and drive revenue growth.

    The value of BPI is genuine. Our experience with several clients of ours proves it. For a telecommunications company we increased the user satisfaction with a technical support program by 20%. In the financial service sector we increased first call resolution rate by 23%. For a utility we increased sales conversion in web chat by 7%.

    The contact center of tomorrow

    In this new era BPI services will allow contact centers to act not only as an extension of client’s business, but also as an extension of client’s brands. The contact centers of tomorrow will need the capability to drive innovation and transform processes for the better. They will not only execute the existing work procedures, but they’ll also bring added value, through the implementation of BPI.

    Yana

    Yana Balnikova is Director Transition and Transformation at TELUS International Europe






  • Lo sapevi?

    Durante la serata degli “Happiness & Wellbeing Awards” in Romania, Telus International ha ricevuto un riconoscimento per la costante promozione del benessere dentro e fuori l’ambiente di lavoro.

    Lavorare a TELUS

    Se stai cercando un’eccezionale opportunità di carriera e un posto dove mostrare il meglio di te, unisciti alla famiglia di TELUS International. Da noi è diverso e si vede. Guarda tu stesso.

    Trova un ottimo lavoro ora

    Cosa dicono i nostri compagni di squadra

    “TELUS si preoccupa di creare e mantenere un’atmosfera orientata alla crescita, al coinvolgimento e al miglioramento della qualità della vita dei suoi impiegati. Si può affermare con certezza che i dirigenti si impegnano per il nostro benessere.”

    Tabitha
    Operatore di servizio alla clientela