Systems thinking and lean service…

At Better for Everyone, we believe that world class call centres are designed and managed on the principles of what is often known as systems thinking or lean service.

What we do in managing the call centre is to see our operation (and how we work in partnership with our clients) as a system made up of different parts. These different parts might include our people, processes, or call management systems as well as things outside of the call centre, such as the laws of the land we need to follow. Each of these parts can affect the way other parts work and ultimately how all the parts work together determines how well the system works – or the results we can deliver for our clients!

Taking a systems view of our organisation starts by looking from the outside-in, by genuinely understanding how we’re seen or perceived by the end customers we deal with on behalf of our clients. This means we focus on designing what we do around meeting their needs, only doing work that is of value to them.

In adopting such an approach, we’ve been able to deliver a remarkably better service (for customers), as well as improved efficiency and sales (for our clients) and excellent morale (for our staff). That’s why we’re called Better for Everyone!

We’re sure that in the future, the time will come that our approach will be the industry standard. Until then, we will continue to be a shining example of how call centres can be!

If you’d like to find out more about systems thinking or lean service in call centres, do get in touch – we’d be happy to point you in the direction of useful information and helpful contacts.