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ALESYS Contact Center Solutions - Procedurization Help Desk

Procedures form the strong foundation of your company. 

They contain your organization’s learning gathered over the years.  For your company to grow and build effectively, you must have documented, up-to-date, accurate procedures in place. Without them, whenever key employees or Managers leave your company, your organizational learning goes right out the door!  And, that is certainly not in the best interest of your organization or your Customers.

When you work with ALESYS to improve or develop your Procedures, you partner with a company that has the experience and industry knowledge to get the job done — and done right!

The Procedurization Process is something you can’t afford to postpone.  It will enable your organization to maintain productivity, quality, and consistency of processes, products, and services, even when key people leave.

  • At a minimum, all your work processes and
    procedures need to be documented.
  • These processes and procedures must be
    made available to appropriate employees in the
    most user-friendly format possible.
  • Your employees must be well-trained in their
    efficient use of relevant procedures.
  • A system for regular up-dates, additions,
    and deletions must be implemented to keep all your
    procedures state-of-the-art for your organization.
  • And finally, you need to benchmark best practices
    and implement a continuous improvement process
    that will help take your organization to the next level.

ALESYS has the solution, based on proven experience.

If you want more satisfied Customers, managers, and employees, our Procedurization Process will accomplish that goal.

The ALESYS Procedurization Process can be accomplished at several levels, which are usually determined by our Effectiveness Evaluation. 

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Clues That Indicate Your Processes Need Improvement

  • Reps give Customers inaccurate information.
  • Reps perform the wrong actions on Customer accounts.
  • Customers experience excessive hold times.
  • Frustrated Reps complain,
    “Everyone has their own way to do things.  It’s so confusing!”
  • Customer service scores remain low.
  • Turnover is excessive.

You may have the best training in the world.  But if your training focuses on inaccurate, outdated, or incomplete procedures and processes, you’ll experience some, or even all, of these symptoms. 

Unfortunately, these symptoms represent just the tip of the iceberg!  What you see might disturb you.  What you don’t see can sink your business.  For example, everyone wants to be successful at their job.  So if you sense Reps losing self-confidence, they probably are getting the wrong results and providing poor Customer service.  And if they eventually quit out of frustration, you’re even further behind because of the costs you invested in training them.

 

To learn more about us and how we can assist you, contact one of our Senior Consultants at 386.462.5562 x 225 or submit an Information Request.

 

 

Explore the following options to see which one suits your needs.

<< Click on option number for more details. >>

No procedures are documented, or you are convinced they need revising.  For example, your employees have to place Customers on lengthy holds, waiting for answers from their Team Leader or Supervisor. Or you have procedures documented in some big notebooks, but they are rarely used!
You have procedures in place, and you believe (or our Effectiveness Evaluation indicates) they generally reflect job responsibilities.  However, some procedures may need to be updated and/or your training needs to better reflect your current processes.
You are happy with your processes and procedures.  You believe they are accurate, but they may need to be made more user-friendly and accessible.
You have thorough, updated procedures.  But your managers are not using them effectively to drive performance to standards.
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