Posts Tagged ‘BPO’
New Year’s Resolutions for a Government Shared Services Center
New Year’s Resolutions for your shared services center
I put together a list of New Year’s resolutions for your shared services center. These are ideas or initiatives that shared services center executives overlook or are too busy to attend to. None of these are big ticket items so they are well within the budget of a government shared services center. They focus your attention on the fundamentals of service delivery and are panaceas for complacency.
1Call your customer contact center as a customer. If you run a shared services center you probably do not get service in the same way that your customers do. If you have a question about your leave and earnings statement, for example, you probably pick up the phone and call your payroll chief. What you probably do not do is call your shared services center’s 1-800 number and get in the queue. You miss an opportunity to experience your customer service interface the way your customers do. To listen to your call menu and make judgments, like your customers do, about the quality of the interface and the timeliness of the service.
No CommentsHow To Drive Innovation and Efficiency in Government Shared Services?
In the absence of a profit motive and a captive customer base how do you drive innovation and efficiency? This is the crux of the challenge with government shared services. In the private sector every entity in the company focuses unrelentingly on profit (revenue minus cost). Profit margins are increased by increasing revenue or reducing costs or both.
No Comments