Customer Service Operations Consulting
We are customer service operations consultants with more than 25 years of call center and account management experience. One of the main reasons we are called on to provide our services is that companies realize that to achieve their vision and milestones, they must reorganize their call centers.
Companies reorganize call center for many reasons, such as:
- Inneficient transfer of information between associates
- Time delays in the order procurement process
- A need to leverage or improve the synergy between the field sales team and their in-house support team
- Make more efficient of current staff or work more efficiently with reduced staff
- A need to move current staff to different positions that will leverage their unique skills and expertise without damaging the call center operation
With more than 25 years of operations management experience, we have learned that there is usually no single answer to the problems faced by business. The service we offer includes analyzing your call center operation to identify the roadblocks to effectively servicing your customers. Once done, we will recommend a course of action, and are available to help you with the change management process.
Our customers have hired us to:
- Design/Re-engineer order procurement and managment processes
- Develop and implement effective customer facing programs
- Develope and implement metrics reporting and analysis vehicles
- Improve interdepartmental communications
- Develop multi-unit communications protocols
- Integrate technology into call centers and administrative offices
- Provide exempt and non-exempt training and coaching services
What we have done for our customers includes:
- Reducing order procurement timelines from 13 days to 2
- Improve customer satisfaction scores by 30%
- Increase order and picking accuracy by 15%
- Reduce abondoned call rates (a key performance indicator) by 35%
- Improve time-to-answer to less than 10 seconds
- Increased the number of calls handled per representative by 15 per day for one manufacturer, and 25 per day for a service company
- Increased upsell/cross-sell rates by 84% per associate
This is what we have done for others, and we know we can help you achieve your goals. Contact us today, or call us at (732) 407-7493 |
