A Process Reengineering Framework for Automating Contact Center Operations Using Lean and Agile Principles

• Author(s): Adaobi Beverly Akonobi ; Christiana Onyinyechi Okpokwu
• Paper ID: 1710117
• Page: 361-378
• Published Date: 31-01-2020
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 3 Issue 7 January-2020

Abstract

The increasing demand for rapid, personalized, and efficient customer service has driven organizations to reimagine contact center operations. Traditional contact center workflows are often plagued by inefficiencies, high operational costs, and slow response times, which limit the ability to deliver agile, customer-centric experiences. This presents a process reengineering framework for automating contact center operations by integrating Lean and Agile principles. The framework aims to streamline workflows, eliminate non-value-adding activities, and enable continuous improvement through iterative development cycles and stakeholder collaboration. The proposed model comprises five core phases: (1) assessment of existing processes and stakeholder needs; (2) value stream mapping to identify waste and operational bottlenecks; (3) Agile process redesign using sprint-based modules and cross-functional teams; (4) automation deployment leveraging robotic process automation (RPA), artificial intelligence (AI), and chatbot technologies; and (5) continuous feedback integration to drive iterative enhancement and service resilience. Key enablers such as a robust technology stack, change management strategies, and data governance protocols are emphasized to ensure successful implementation. Case application scenarios—including automated inbound call handling, customer complaint resolution, and outbound campaign management—demonstrate the framework’s ability to reduce turnaround time, enhance customer satisfaction, and optimize resource utilization. By aligning Lean’s focus on value creation and waste reduction with Agile’s emphasis on adaptability and user-centricity, the framework fosters an operational culture of responsiveness and continuous innovation. This also highlights practical challenges, including resistance to organizational change, integration with legacy systems, and complexities in performance measurement. Nonetheless, the proposed framework offers a scalable and adaptable pathway for digital transformation in customer service. Future research directions include autonomous service orchestration, sentiment-driven decision-making, and the development of predictive analytics for proactive customer engagement.

Keywords

Process Reengineering, Framework, Automating Contact Center, Operations, Lean and Agile Principles

Citations

IRE Journals:
Adaobi Beverly Akonobi , Christiana Onyinyechi Okpokwu "A Process Reengineering Framework for Automating Contact Center Operations Using Lean and Agile Principles" Iconic Research And Engineering Journals Volume 3 Issue 7 2020 Page 361-378

IEEE:
Adaobi Beverly Akonobi , Christiana Onyinyechi Okpokwu "A Process Reengineering Framework for Automating Contact Center Operations Using Lean and Agile Principles" Iconic Research And Engineering Journals, 3(7)