Key Objectives
- Improve customer care accessibility and efficiency
- Minimize customer effort
- Introduce rigorous performance management and quality assurance
Our Approach
- Developed new organizational setup (teams, roles, groups, career paths etc.) for customer care and re-engineered care operations (key system interfaces, routing rules, transfer rules etc.) in order to meet all objectives
- Set up the performance management model (while simultaneously supporting the transition to multiple outsourcing partners)
- Established the Quality Assurance function – includes capacity planning, processes, methodologies, reports etc.
- Introduced a systematic root cause analysis function by developing necessary processes and reports and by performing initial root cause review for key pain points
Impact for our Client
- Significant improvement in operational KPI’s such as: number of transfers (-50k or 10% of total contact center traffic), Meant Time to Resolve, agent productivity, call repetitiveness
- Improvement in operational KPI’s was eventually reflected in customer-perception metrics such as CSAT and tNPS
Care Re-engineering Framework
Illustrative Analysis on Repetitive Calls
