In this blog post we will not go in depth, how to merger businesses in general, you will need a lawyer for that. But we will go in depth with how you, in the best possible way, merger two or more contact centers into one, by focusing on the merger-process. This process is often a part of the complete merger between businesses.
By Torbjörn Hörberg, Customer Experience Expert at TM Group.
So the focus will be on the merger-process and what it entails; the different ways of working, the cultures, the processes, the people etc. there are in a merger of multiple contact centers, and how to, in the best way, bring all of them together as one superior contact center.
Starting with the people involved in the merger process.
The people are the most important thing in a company – without the people there will be no company. Make sure that you, from the beginning of the merger, show that you’re doing everything you can to make the transition smooth for the employees on all levels.
Some, if not all, of the employees need to adapt to new way of working, new colleagues, etc., and must go through an all-new onboarding period. There is a risk that this process might take way too longer than needed, and also what the situation allows. To cope with this transition for your employees, you can get an RPA and/or RDA solution to handle almost all of it, and thereby make sure the process will not take any longer than necessary.
By implementing RPA and RDA to onboard agents, the training time and the onboarding period will be reduced by a significant amount. This will get your new merger of the contact centers up and running in no time, combining multiple sets of agents, processes and cultures.
The processes and ways of working
No two companies are completely alike, and in a merger-process, there are multiple processes doing the same task, that need to be investigated, in order to find the best process for the new combined company.
Get RPA and RDA integrated in that process, and let it use the integrated AI to find all the best processes that is aligned with the overall strategy and goals of your contact center, and also automate all the processes that can be automated from the beginning. This will make the transition much smoother and it’s way easier to get agents aboard with RPA and RDA when you don’t disrupt their current processes solely based on the introduction of automation.
Bonus: Combine the RDA and RPA with the customer self-service application to provide an end-to-end customer and agent experience. This is what some people call hyper-automation, but we call it a complete Business Process Automation.
If none of the merging contact centers are using any form of automation in the interaction with the customer or in the backend of your contact center prior to the merger, then you probably have a mix of 30+ different application to look into, and select the ones to go along with post-merger.
That is a lot of applications!
Utilize the data from the automation, if any is installed, to make informed decisions. Reduce the number of applications used in the interaction with the customer, again by using RPA and RDA. Studies from Gartner shows that in average an interaction with a customer requires the usage of 19 different applications and 91 clicks. RPA and RDA reduce this to 4 application and 3 clicks made by the agent in an interaction. Those number speak for themselves.
By using application and processes aimed at the complexity for the agents in a multiple application environment, the agents work will be so much easier, so they can focus more on other aspects of the merge without the cost of lower efficiency or lower customer satisfaction.