Customer Care Setup for Large Public Service Organization

Key Objectives

  • Introduce central call center function as key means of interaction with citizens and reduce call volume directed to central functions
  • Improve service level of citizen interaction (call absorption etc.)

Our Approach

  • Detailed design of the operational setup as well as of the system requirements
  • Capacity and shift planning with a number of scenaria based on assumptions and recommendations on role definitions, user access rights, and training
  • Detailed process mapping and frequent question-answer material compilation
  • Definition of technical infrastructure specification
  • Preparation of detailed operations guide
  • Design of KPI’s

Impact for our Client

  • 75% First Contact Resolution and reduction of direct calls by 78% within 6 months of go live