A customer contact center should be thought of as a specialized factory. It produces a "product" (customer service transactions) using raw materials (customer service agents, telephone lines, and computer terminals, etc.) just as any manufacturing operation does.

Excellent results in a customer contact center, just as in any other operation, occur only when its raw materials are of high quality, and when all are used in harmony. Most factories achieve this goal by unifying all departments around the blueprint for the product. Thus, assembly-line designers, purchasing agents, and trainers read from the same page and work toward a common, known, and written goal.

Most customer contact centers lack a blueprint. It is therefore no surprise that computer programmers, telephone engineers, and trainers who perform excellently in isolation frequently produce sub-optimal results when their pieces are combined.

CSG creates "blueprints" of each major interaction type. Developing good blueprints causes thought-provoking design sessions aimed at documenting and delivering good service practice. Good blueprints lead to good service.

The benefits of blueprints are:

		A comprehensive list and detailed blueprint of major transaction types.
		Open dialog in a setting away from phones with agents, supervisors, trainers, and others about the best way to handle each transaction.
		A single defining document for training development, computer design, telephone usage, and other elements needed to handle each call.
		Faster and higher quality, more consistent service & higher sales.