Operations & IT

Call Center and Customer Care Operation

Call center and customer care operations represent your company’s first line for ensuring the satisfaction of its customers in all respects. Modern customer care requires a multi-channel approach to reaching your customers and providing a comprehensive platform for hearing and addressing their concerns. The standard of customer care expected by consumers has dramatically increased the importance of call center and customer care operations in today’s marketplace.

Call center and customer care operations have never been more critical to maintaining your company’s brand and reputation.

Modern communications technologies have significantly raised the bar for the customer care that can be delivered by industry leaders. Moreover, social media has provided your customers with a platform that dramatically enhances the impact of even a small number of people with even the smallest of complaints or grievances.

Bringing a Consultport consultant onboard your call center and customer care operations provides you with the latest ideas in management and technology for ensuring that your company maintains an industry-leading level of customer care.

  • Performance Metrics: Customer care managers are often frustrated at the difficulties involved in establishing accurate and useful performance metrics in an area with so many unknowns and intangibles. A specialist call center consultant will have a full suite of tools for accurately measuring the performance of your department from years of experience in a range of diverse companies.
  • Customer Care Journey: From the initial sense of dissatisfaction to the complete resolution of concerns, a consultant can provide a roadmap for how your customer care department handles complaints and concerns. Modern communications technologies allow for a multi-channel approach that starts your customers on their journey early and provides consistent messaging regardless of their path taken to complete satisfaction.
  • Technology Management: There are now a dizzying array of new technologies for companies to incorporate into their customer care operations. A consultant can help your company to identify the best technologies for its unique needs, and help you to effectively incorporate them into your daily operations.
  • Training and Skill Development Framework: Many customer care departments struggle with the training and continued development of their talent pool. A customer care consultant will have the experience to develop a training and skill-building program based on first-hand knowledge of what works in call centers and customer care departments. Proper training and skill development are critical elements in successful customer care.
  • Operational Inefficiencies: Your call centers and customer care departments should have fixed, quantitative systems for handling customer complaints. From classifications to customer routing and escalations, these processes cannot be left to the qualitative whim of your employees. Strict guidelines for the evaluation and handling of customers on every step of their journey are essential for ensuring consistency and useful metrics for organisational analysis.
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