Our team will partner with your subject matter experts to document all of your business processes. Up-to-date documentation ensures that employees are able to perform job tasks with reduced error rates.
Customer Policies and Procedures:
This area of documentation includes methods for activities performed daily by front-line employees, ensuring the Customer needs are met at the first contact.
First Contact Resolution (FCR) is a business-process accountability tool that determines whether your customer’s need or want was resolved at the first contact. If the Customer’s need was not resolved at the first contact, there is a defect in your business process; the key is to identify the defect and correct it to minimize future impacts to Customers.
Standard Operating Procedures (SOP’s) and Work Instructions (WI’s):
This area of documentation may include standardized formal and informal procedures for running and supporting the business. This documentation usually includes support functions not directly related to the Customer.