IT Success!: Towards a New Model for Information Technology

10.10. Building a prototype

Using the process modelling output from the JAD sessions, the project team subsequently designed a solution to handle the following high-level processes:

• To address the FAQs which would constitute over 80% of all calls, the contact-centre agents would rely on a keyword-driven knowledge base containing a list of official, company-validated questions and answers. Any question not part of the official FAQ list would be logged against the enquiry, and the call transferred to a company physician who would be able to view the same enquiry through basic workflow.

• After successfully answering the enquiry, the agent would then ask the caller whether he wanted a follow-up validation fax or letter on an official company letterhead and signed by an authorized medical authority. This would trigger the printing of the appropriate page, which would then be signed and manually faxed or stuffed into an envelope (automation would come later and depend on actual volumes).

• The agent would then ask the caller for his name and address, which it was hoped he would provide to enable a check against the information in the central customer database. This would enable continuous monitoring and improvement of data quality.

• An enquiry would be fully owned by the level one agent, even if it went to level two. Any fax or mail follow-up, or any request for literature which required a walk to the nearby cabinet of product literature would always be handled by the owner of the enquiry, ...