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Exploring World-Class Operations Support Centres: Enhancing Efficiency and Customer Satisfaction

This article examines three distinct types of Operations Support Centres: the Operations Support Centre (OSC) in banking, the Associate Support Centre (ASC) for telecommunications, and the Not the Command Centre (NCC) applicable across industries. Each centre focuses on enhancing workforce management, system performance, reporting support, and agent training. Insights into daily reporting, intraday management, and addressing system issues provide a comprehensive understanding of how these support centres improve operational efficiency and customer satisfaction.

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Exploring World-Class Operations Support Centres: Enhancing Efficiency and Customer Satisfaction

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  1. Command Centre Three Examples of World-Class OK, maybe two…

  2. The Operations Support Centre (OSC) • Bank Industry • Workforce Management • Intraday Changes • Daily reporting target versus actual • System Support • Telephony • Desktop • System Performance • Reporting Support • Supervisory • Agent (web enabled) • Training Support

  3. Daily Report Customer- Customer Satisfaction Profitability- Expense Control Associate- Empowerment Associate Support Centre (ASC) • Telecommunications • Workforce Management • Manage Intraday Changes in Workforce (Real time) • Weekly Trend Predictions / Training / Meetings • System Support • Telephony • Desktop • System Performance • Associate Support • Empowered Escalations • Desktop / Tools Support

  4. NOT the Command Centre (NCC) • Any Industry • Constructed Reports for Upper Management • System Excuses • Don’t know • Only happening to you • User error • User Case Study: “The Pit” • Manual Call Processing • “I caught you” • You know when the phone’s going to ring… • Training Support • What’s That?!

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