At RiverStar, we believe that every customer interaction is fundamentally a process, having a beginning, middle and end that all aim to meet a specific objective. Incorporating three key elements into your processes will save your customers and agents time and, ultimately, your company money.
The three key elements of a process are:
- Efficiency – Making the most of time and resources during the process
- Effectiveness – Ensuring the result of the process matches the objective
- Scalability – Developing a process that can handle anticipated volume within the constraints of available resources
From the company perspective, a process has to be scalable to handle the volume of interactions expected, efficient to minimize cost and save time, and effective in first-call resolution. An added benefit of process is reduced agent training time. Having a structured process dramatically reduces the amount of training required because agents will be led step by step through every interaction. Our clients report a decrease of 50 to 75 percent in agent training time after implementing RiverStar solutions.
While developing processes can certainly enhance any interaction, sometimes it may not make sense to develop a process. This is where scalability and efficiency go hand in hand. If an interaction only occurs sporadically, the time and resources required to develop a process may outweigh the benefits. However, for interactions that occur hundreds or thousands of times each day, process will ensure consistent handling, enhancing customer satisfaction and increasing agent productivity. Every wasted second eliminated by an efficient process amounts to cost savings for your company and increased satisfaction for your customers.
While customers will certainly notice the absence of scalability and efficiency, these elements are not their top priorities. They view effectiveness as the most important element of process – do you give them the information they need at the time they need it without requiring excessive action or repetition on their part? With an effective process in place, the answer will be a resounding “Yes.”
Service Master came to RiverStar with four different systems in place that agents had to navigate for every incoming call. We helped them develop a single, process-driven desktop that became the face of those systems, streamlining agent activity for each interaction. Our solution saved the company 10 percent in average handle time on every single call.
The combination of RiverStar Studio’s capabilities and the expertise of our team can help you build business processes that leverage your existing technology and can be optimized over time to achieve the results you need.
Contact us today to learn more about RiverStar Studio can add efficiency, effectiveness and scalability to your processes.
FAQs
Let's look at examples of process work elements:
- Planning: Creating a plan for how the work will be done.
- Executing: Carrying out the activities and tasks.
- Monitoring: Keeping track of progress and performance.
- Controlling: Taking corrective action as needed.
Although process initiative projects may vary, there are four key elements which assure good results. These four critical items are: (1) Process Definition, (2) Process and Activity Roles, (3) Available Tools and (4) Training. Plain and simple reality- these elements are inseparably linked.
What are the basic elements of the business process? ›
Key components of a business process include process objectives, inputs and outputs, activities or tasks, resources, responsibilities, controls and timeline.
What are the parts of a process? ›
A process consists four major elements: Steps and decisions — the flowchart. A series of steps and decisions describing the way work is completed. Variability of processing time and flow — the pattern of processing times.
What are the 3 key elements of process? ›
The three key elements of a process are:
- Efficiency – Making the most of time and resources during the process.
- Effectiveness – Ensuring the result of the process matches the objective.
- Scalability – Developing a process that can handle anticipated volume within the constraints of available resources.
Standardized Work Chart
The form should show the three elements that constitute standardized work: the current takt time (and cycle time) for the job, the work sequence, and the amount of required standard in-process stock to ensure smooth operations.
What are the key elements of process improvement? ›
DMAIC stands for Define, Measure, Analyze, Improve, and Control. Because there are only five steps, they are easy to remember, easy to understand, and simply make sense. This proven methodology, if applied correctly, can improve any process.
What are the three key elements every business should create? ›
These three elements, when effectively implemented and harmoniously balanced, can create a solid foundation upon which a successful business can thrive.
- Operational Excellence. ...
- Customer Relations. ...
- Financial Management.
Key business processes are the processes that have the biggest impact on your customers, employees, and bottom line. In short, your key processes answer the question: “How does our business generate value?” When you know your key business processes, you know exactly where to focus your investments and energy.
What is process step? ›
A Step is an individual step in a process. Collectively, these steps drive the process to completion. At each step, you define what happens (create a record, send an email, or generate a document), who is responsible, and when it is due. Each step is related to one Process Definition.
Those main process categories are: Management, Core, and Support. All three of these process systems are incredibly important, and must work together to be effective. Each type has its own set of sub-processes that can be identified through rigorous analysis or simply with practice.
What shows the steps in a process? ›
Flowcharts, also known as process maps, help paint a picture of a process to sort out steps and missteps.
What are the 4 types of processes? ›
There are four primary types of processes: chemical, physical, biological, and psychosocial.
What is the work process? ›
A work process is any method that employees use to create value for the company. Companies often create company or industry-specific work processes to accomplish tasks.
What are the 4 components of a process management? ›
The four stages of Business Process Management are:
- Process Discovery and Analysis.
- Process Design and Modeling.
- Process Implementation.
- Process Monitoring and Optimization.
At the most fundamental level, management is a discipline that consists of a set of five general functions: planning, organizing, staffing, leading and controlling. These five functions are part of a body of practices and theories on how to be a successful manager.
