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Call Center Performance - OpenSpan Improves Call Center Performance with On-Boarding Processes

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February 17, 2011

OpenSpan Improves Call Center Performance with On-Boarding Processes

By Susan J. Campbell, TMCnet Contributing Editor

One of the most important things a call center can accomplish is to create the ultimate experience for the customer. Every company must also go through a customer on-boarding process to efficiently move the customer from prospect to buying customer. To ensure optimal call center performance, it is important that the organization eliminate bottlenecks or failures in the on-boarding process.

 A survey was conducted among registrants for the Open Span Webinar, “Streamline Customer On-Boarding Processes” in August of 2009. The resulting findings showed that 50 percent of those responding estimated that it takes one week or more to fully onboard a new customer. The time is often extended when there is no integration among applications and systems, automation is lacking or too many workflows exist, processes require interaction with too many applications, or compliance requirements.  

To help drive call center performance success, OpenSpan (News - Alert) offers a platform that helps organizations to improve the performance and productivity of customer-facing staff and other knowledge workers who may be using the applications and systems already in place. OpenSpan delivers value by making existing applications smarter, and allowing the organization to rapidly integrate, automat and extend applications and business processes that span these applications. 

OpenSpan has been proven to be able to directly reduce the complexity of an accelerate on-boarding processes by automating manual workflows; reducing the number of applications that are required for on-boarding; and enhancing compliance to ensure accuracy of data, as well as legal regulatory and procedural requirements. The company can also help to minimize the risk of data exposure while logging all activities.

Call center performance truly is measured by the experience that is had by customers, whether they have been customers for years, or they are just making their way through the on-boarding process. It is important to rely on OpenSpan to automate workflows to eliminate friction between applications and ensure the process is seamless. 

OpenSpan also delivers value by fully automating back-office processes so that all activities are monitored and available in a unified view. This automation helps to enable for the exposure of more processes to self-service channels. The most common scenario involves creating an automation in OpenSpan and then exposing the automation as a Web service.Automation also helps to improve call center performance by streamlining the process for the lookup and presentation of customized up-sell offers for customers. Offers can easily be presented to customer-facing staff through existing application. An acceptance or denial check box can be added to ensure proper tracking and real-time reporting for up-sell performance.

In all, your call center is rated on the level of performance by measuring the quality of the customer experience. With OpenSpan in place, your call center is equipped with the necessary tools to streamline on-boarding and make sure new customers are consistently buying customers.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny

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