Assessment Process-Call Center-Customer

rapid Assessment Process …..Call Center/Customer Support Optimization

Background:

The opportunity to significantly improve company profitability lies in the hands of every senior leadership team. How organizations support their customers is a mission critical input to achieving sustainable profitable revenue growth.

There are many complex moving parts to providing a seamless and effortless customer experience. Call centers and customer support teams often grow organically and they evolve to be inconsistent with the overall vision of the organization. In time, they can become Incapable of operating with efficiency and effectiveness and unable to scale for profitable growth.

The Process:

Our rapid Assessment Process is a clear dive into the critical elements of an optimized customer support function.  Our team spends time reviewing the three main components of your operation-

·         people,

·         processes and

·         technology.

These “views” are assessed based on standards and best practices from our years of experience leading customer support teams in many different settings.

In just three days we will provide you with valuable data on the performance of your call center/customer support team. Our assessment will identify areas of your operation that are hurting your profitability and require immediate action.

Benefits: The output of this process is the Customer Support Optimization Report. There will be a set of recommendations to improve profitability by optimizing your customer support operation. The key benefits include opportunities to significantly improve the employee and customer experience, while increasing revenue and lowering operational expenses.

Typically, the implementation of a single recommendation provides an ROI multiple times the expense of the assessment: During the last few years we have helped our customers to realize dramatic ROI’s, the following are examples:

1.      25% reduction in labor turnover, generating a cost saving of $220,000 annually;

2.      Improve lead conversion rate, annual revenue increase of $1.1 million; and a

3.      20%-25% reduction in operating expenses leading to a cost saving in excess of $1 million annually

Preparation: Pre-site visit conversations to gather valuable data. Reports available reviewed to prepare for the on-site visit

Total Cost: rapid Assessment Process: $6,950 + Travel