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.

CLIENT

ENGAGEMENT

SPOTLIGHT

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

CLIENT CHALLENGE

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.

OUTCOMES & DELIVERABLES

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CLIENT

ENGAGEMENT

SPOTLIGHT

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

CLIENT CHALLENGE

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.​

OUTCOMES & DELIVERABLES

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

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.