CLIENT

ENGAGEMENT

SPOTLIGHT

How we helped a regional wireless operator develop their Customer Service strategy​

CLIENT CHALLENGE

Client was operating 9 call centers performing Customer Service and Financial Services functions and wanted an assessment and recommendations to reorganize and / or consolidate to achieve productivity, efficiency, and cost improvements.​

 

OUR APPROACH

Assessed each center by conducting reviews of existing strategies, call statistics, handoff processes, customer satisfaction, sales goals, virtual concepts being used, training programs and content available, etc.​

  • Assessed agent performance and quality objectives​
  • Reviewed key processes and ways of working ​
  • Documented skills development and training recommendations​
  • Designed score card to rate each center on people, processes, performance, technology, and facility​
  • Developed a weighted matrix to determine possible consolidation strategies

OUTCOMES & DELIVERABLES

Our client was able to make informed strategic decisions using CFS data and recommendations. The consolidation strategy enabled the client to deliver a more integrated and consistent customer service approach leveraging new training, virtualization strategies, and standard metrics of performance and quality.​