An Important Aspect of Any Successful Business is the Operations System

An important aspect of any successful business is the operations system. Consider a company such as McDonald’s. By many accounts, McDonald’s has an average-to-below-average product. Few people would argue that McDonald’s has the best hamburgers they have ever purchased. There is nothing spectacular about their pro ducts. Yet they are one of the most successful restaurant chains in the world. Why?

One thing that McDonald’s does well are systems — there are multiple systems in place. There may be price variations due to market conditions, but the menu is basically the same worldwide. Their branding is similar. Even though McDonald’s has independent operators at each location, they are required to follow the same system.

If a McDonald’s operator came to the corporate office and said, “I no longer want to sell the Big Mac. I am going to sell Greek salads instead,” corporate office executives would pull the license and terminate the agreement with that franchisee because the franchisee wanted to go outside the system.

Ask yourself what type of systems you have in place. If needed, can you replicate them in the same way that McDonald’s does?

What aspects of your business can you systemize? Think about it for a minute.

One challenge that entrepreneurs face is training someone to do the job they were hired for. Several of us have developed our skill set over a period of years; some of us have specialized training, and in many cases it is challenging to write on one sheet of paper exactly what it is we do, much less expect anyone to work-replicate. Basically, the problem arises because you haven’t invested the time to systemize.
It doesn’t have to be an overwhelming task.People Source International

For example, Henry Ford took the complicated process of building an automobile and broke it down into sections.

One worker sat in the same place and tied down bolts, another put a tire onto a rim, and another tightened four screws to lock the engine down onto motor mounts.

Henry Ford went through the entire process of manufacturing an automobile by using incremental steps that allowed him to mass-produce his product with a relatively unskilled labor force

Prior to Ford’s approach, automobile manufacturing was done as a customized solution with master craftsmen completing the work. This made automobile production expensive, slow and tedious.

Before you complain that your processes are too complex to systemize, think about the automobile and the amazing achievement Henry Ford accomplished. He independently re-created the way that manufacturing facilities run.

When you create systems and break up difficult tasks, you will discover new aspects about streamlining your business.

One system I have in place is the lead generation system through LinkedIn. I have developed scripts for our employees to use in making contact with individuals, members, and groups.

We contact group members with our first script. Depending upon the response from the prospect, my employees will send another script. This correspondence continues two or three times until my employees invite them to a call with a sales representative.

Prior to the call, our sales representative looks at the prospect’s profile information in LinkedIn. This helps our representative identify key information about the prospect. Then he or she sales uses a scripted presentation with the objective to enroll the client as a customer.

Does your business have something similar in place? Look at your business and ask yourself, how can you either automate or systemize different aspects of your business so that it produces predictable results. Look at each aspect of your business and go through this process, this will allow you to help duplicate yourself and maximize your company’s growth.

The Must-Have Contact Center Technologies

A contact center, which is normally referred to as the e-contact or customer-interaction center is the nerve of your business communication or customer interaction. It is the central point in any given enterprise from where all the business’ customer contacts are managed.

An enterprise’s contact center typically comprises of one or more virtual call hubs. They may however include other forms of customer contact details as well. These details may include email newsletters, Web site chats and inquiries, postal mail directories and a collection of customer information put together during in-store purchasing. Normally, this center makes part of the general customer relationship management (CRM) of an enterprise. Regardless of the nature of your business, here are some technologies that make your contact center live to its task.

The Automatic Call Distributor (ACD)

An automatic call distributor (ACD) or dialer is something that every call center should have. It will help manage all incoming calls to the call center and route them out to the right party basing on some handling instructions that are pre-established in the system. Most of these ACDs or dialers have skill-based routing technology which directs calls to the appropriate agent at the call center based on their skillset.

Email response management software

Emails are an important and common means through which every organization communicates with not just the customers but all stakeholders as well. The email response management software will automatically handle the enterprise’s emails based on user-defined rules. This email software is currently used by different call centers to manage enormous volumes of mails. The software can track and record the status of every email message and even a follow-up message. Email response management software is often used also to provide automated responses to different incoming mails guided by similar email responses from the past.

Campaign Management

This contact management technology is used in the call center to let the dialer know who is supposed to be contacted. With that information, it produces a list of telephone numbers or enables the dialer to create a list of email contacts. If you have a more advanced campaign management solution then it will also show you the response activities for each customer.

Call recording solution

The call recording is often required in the call center industry to keep a record of call interactions for use in the future should need arise for the same. Call records can always be required for legal matters or as evidence of interaction that has taken place before. The needs for call recording may differ from agency to agency or with circumstances. The technology will capture all interactions that can later be replayed if necessary. These call recording solutions may capture only the call, or may add in other related screens along.

The IVR

At times you may not require a live agent for communication interactions regardless of the business or industry being served. These are common interactions requiring certain specific responses, and that is where the interactive voice response solution comes in. In addition, the contemporary increasingly mobile consumer is more interested in the ability to handle their own interactions, which makes the IVR an indispensable solution. The interactive voice response (IVR) technology enables self-service and lessens the organization’s cost of operation.

Quality Management Solution

This solution provides the management with the needed insight into performance and interactions that involve service to the customers. Organizations must be so concerned with the way they (their staff) interact with customers since that will determine the overall performance of the organization and the image the public will attach to them. Call center agents are supposed to adhere to particular procedures and policies within the organization and the quality management solution makes this much effective.

The News – Alert (CTI)

With the Computer telephony integration or news alert, the call agents no longer have to spend time looking through customer directory for customer information. Neither do the customers have to provide pertinent information any more at multiple stages of the call. This advanced call center technology links up the ACD and the CMS app to deliver a screen pop up with the basic needed detail.