First Contact Client Support Recommendations

Information Systems (IS) uses BPI to improve internal processes so it can enhance its effectiveness and the quality of service to its customers. This is an excerpt from a longer document by the First Contact Client Support team in IS. For more information on their real-life experiences with BPI, click here.

3. Executive Summary
During the course of the team's work, seven priorities were identified across two general themes:

3.1. Theme: Tools and Methods

3.1.1. Priority: A short-term implementation of a knowledge management process
* Critical for achieving greater consistency and depth across the front lines
* Direct benefit to customers as self-help resource
* Knowledge is a critical organizational asset and needs to be managed

3.1.2. Priority: A knowledge management process owned by a single person
* Key to integration across all teams engaged in the creation and dissemination of knowledge
* Single process and single meta-data collection (inventory) superior to islands of knowledge
* Centrally managed process but distributed ownership of and authority over content

3.1.3. Priority: An inventory of current tools and methods
* Currently a spectrum of support tools and methods across organization
* Tightly optimized for specific platforms or work styles
* In the short-term, need to be clear and consistent in moving things from one tool to another and measuring similar things across tools
* Inventory of tools, procedures for moving things around, and standards and metrics around each tool
* Long term goal is unification of tool space where appropriate

3.2. Theme: Explicit Agreements

3.2.1. Priority: The establishment of standardized performance targets
* Related to "An inventory of current tools and methods" above
* Should strive to measure similar things across teams, but set goals individually according to customer segments, type of interactions, and content
* Only way to get a coherent picture of all support activities across the organization
* Starting point for beginning to talk about and compare things like unit costs

3.2.2. Priority: The drafting of initial negotiated agreements between First Contact processes and 2nd tier support and services
* Begin by documenting existing agreements, expectations, and procedures
* Develop as useful tool for first contact teams and others engaged in interaction
* Begin with small set of key relationships
* Long-term goals are completeness of the set and regular review and renegotiation to meet customer expectations

3.2.3. Priority: Publicizing service philosophy, standards, and expectations
* Formally document and publish service philosophy
* Use as starting point to engage key customer groups in dialog and review
* Leverage customer competencies in the on-going development of support activities

3.2.4. Priority: Establishment of a set of customer service behavioral standards
* Develop core minimum skill set for anyone engaged in first contact support
* Get organizational buy-in
* Training classes for new staff