• Customer Service strategy development
• Requirements definition
• Technology solutions selection

Please have a detailed look at the following offerings:

• Contact & Service Centre Diagnostic & Roadmap
  

  Organization structure. Skills and staffing capacity. Applicable career path. Current productivity and quality measurements. High-level technological capabilities. Customer feedback process. Reporting mechanism (Who gets what and when). Current efficiency level (service level, ASA, abandoned rate). Facility design – centre layout, facilities, ergonomics, etc. Identify key opportunities for improvement. Define each opportunity, its priority, business benefits, costs, and time. Draw the roadmap for implementing the initiatives

• Contact & Service Centre Strategy
• Contact & Service Centre Transformation Project Management
• Contact & Service Centre Business Operations Design

Customer service process improvements. Performance measurements & Scorecard (Quality & Productivity). Call monitoring approach & tools. Complaint tracking process. Site ergonomics. KPI Benchmarking . Queuing and Call distribution. Customer experience prior to speaking to a live agent: IVR call flow & Business design, Recorded announcements. Scripting for Agent-Customer’s dialogue

Contact & Service Centre Organisation

Capacity planning (Staff & Trunk Capacity). Organization structure & Job descriptions. People motivation & Morale techniques. Hiring methodology (telephone interviewing, Assessment, Testing). Training planning. Performance appraisal process. Career path planning. Rewards and Incentives.