Mission, Organizational Structure & Role Definitions (MOR©) in Your Contact Center
MOR© is based on an economical approach for maximizing efficiency potential, achieving high SLA (Service Level Agreement) and obtaining high customer satisfaction. NGG Consulting is familiar with many organizational structures and diverse role definitions, in independent Contact Centers and in multiple Contact Center structures, and we are dedicated to giving you “MORe”!
MOR© begins with a characterization and analysis of the company's current situation compared with the sector benchmark. It continues with the design of the organizational structure and role definitions derived from the Contact Center's objectives and scope of activity. MOR© concludes with consulting and implementation of the changes in structure, role definitions and communication channels of the Contact Center.
Following the implementation of our MOR© solution your company will enjoy:
- An effective Contact Center organizational structure for increased results and reduced operational costs
- Suitable communication channels and SLA (Service Level Agreement) definitions to meet customer needs and expectations
- High customer satisfaction
- Reduced employee turn over rate
- Effective recruitment processes, i.e. matching suitable employees to specific job roles
- Better control and measurement abilities for each role in the Contact Center
Return to the Contact Center Planning, Development & Set-up
For more information on how NGG Consulting can help you maximize your efficiency potential, please Contact Us
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