Key Objectives
- Improve efficiency and effectiveness in customer care operations
- Save resources in order to re-deploy
- Obtain clarity in terms of where to focus re-design efforts
Our Approach
- Developed call analysis reports with a synthesis of insights across KPI’s
- Performed detailed root cause analysis for high-volume categories
- Identified pain points and areas with room for improvement
- Redesigned customer care operational model in consistency with root cause findings
- Performed detailed process mapping with targeted re-design recommendations and estimates of expected benefits per process
Impact for our Client
- Achieved 90% First Contact Resolution and considerable resource savings in a period of six months
- Improved effectiveness through the root cause analysis and identification of areas where improvement can be pursued, reducing inbound calls by more than 30%
- Ensured greater, shared, clarity and service levels (client response time) by redesigning client communications, call center organization and internal processes
