Checklist for a successful KCC

Customer satisfaction is high on the agenda at every organization, including government agencies. A customer contact center makes it possible to improve the organization's services. We have listed five ingredients for a successful CCS for you.

1. Processes and clear service approach

A good KCC starts with a clear service approach and commitment from the organization. What calls are currently coming in? Who is responsible for this? Are calls always handled properly with the right information? How is the contact with other departments? By making these processes transparent, you can think about how to set up the KCC. You can also consider the role of KCC employees. Will you opt for generic KCC employees who answer all questions from residents and businesses? Or will you make a distinction and have employees specialize in a particular field? This choice has a direct impact on how you want to set up the processes.

2. Understanding communication flows

As a KCC manager, you want your employees to have to transfer as few calls as possible. A good knowledge base and skilled KCC employees are essential for this. It is also important to know which colleagues can be approached for questions that employees cannot answer. A well-designed agenda management process is important here in order to have insight into the availability of colleagues.

3. Behavior and awareness

The behavior of your KCC employees is important for working with the technology as effectively as possible:

Are they able to work according to the new process?
Is there scope to train them within the organization?

As an organization, you want your employees to be customer-friendly and have the right knowledge. You want to see them grow in knowledge and skills over time so that they can give residents and businesses the right advice about the services provided by the municipality. At the same time, employees must be able to use the application so that they can record contact with residents and look up important information.

When implementing the KCC, consider where the needs of employees lie:

Do employees want to be trained through a training course?
Would they rather read a manual?
Or is there a need to watch a video that explains the technique step by step?

Be prepared for employees who resist change from the outset. Many colleagues are used to a certain way of working and are afraid of change. That is why it is valuable to involve employees in the processes and changes surrounding the KCC from the outset. It is a cultural change and this takes time and effort, both from the organization and from the employees.

4. Provision of information

At a KCC, you want to have insight into, among other things:

Waiting times
Average call times
How long callback requests remain open
Common conversations

This information is valuable in ensuring that calls are handled efficiently. By devising KPIs based on these kinds of statistics, we ensure that municipalities start to focus on these areas during the project. To measure is to know!

5. Application

In addition to the work process, knowledge, behavior, and information, the final part of setting up the KCC is technology. As an organization, you determine which application will be used, ensure that it covers all important work processes, and that it is as user-friendly as possible for KCC employees. Only in this way can you, as an organization, provide residents and businesses with the right information.

Our KCS

Our customer contact system solution enables organizations to register, manage, and accelerate customer contact. The starting point here is to maximize returns through reuse, smart integration, and optimization of existing resources, channels, and processes. For residents, this leads to fast and efficient handling of questions or requests to the municipality, with minimal provision of personal data.

This gives us kcs the opportunity for KCC employees to: