Are you realizing the full potential of your customer service? Are you making optimal use of the channels? And do you offer the right ones? Does your organization make optimal use of the customer service function? There are many questions, and the answer is not always straightforward. Therefore, with our agile service optimization service, we help you to create a foundation for the right changes in relation to optimizing your customer centre. Our concept is the result of thousands of hours that our experienced consultants have spent in customer service centres. Briefly, the service consists of four agile phases, where we come up with concrete improvement initiatives that are based on your challenges and wishes for an efficient customer service center. We provide a task force of experienced consultants who, with a "trained eye", arrive at a conclusion after only a few days of work in your customer center.
The observation and interview phase
Observation at relevant units and all touch points
Observe concrete inquiries on all channels close to reality
Diagnostics and desktop analysis
Analysis based on observations, collected data and interviews
Carried out as desktop work, where we analyze and draw conclusions from the observations
Spitze presents findings and conclusions as well as suggestions for recommendations, and these are discussed and processed in a joint workshop with customer service
Preparation of an action plan in the form of an overview of relevant and obvious initiatives, as well as key prerequisites
Typical outputs of service optimization:
A brief and clear overview and the current resource consumption, inquiries and organization and coherence between the various touch points.
Assessment of your customer center and customer service functions in the light of how you can gather all tasks in your customer service center, in the best way possible- both in terms of end user, professional users and the connection between incoming calls and outgoing calls (outbound).
Preparation of an action plan in the form of an overview of relevant and obvious initiatives, as well as key prerequisites.
Assessment of the technological support for the performance of tasks in member services, including the basis for being able to provide correct service across all relevant channels.
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