The heart of a successful customer support operation is the “process model”.Then you need well-trained and highly-motivated “people” to perform the work and those people need “tools” to enable them to perform their jobs. Lastly, we need good “metrics” so we can manage and improve performance.It takes all four – in the right balance – to achieve optimal results.
The first steps in the typical support process model are intended to achieve service level goals (get the call or email to someone quickly).However, most of the remaining processes are related to ‘case resolution’.Achieving service level is a very important step.However, that effort is wasted if it is not backed up with a solid case resolution process.Answering the phone or responding to emails quickly is the foundation of good customer service and is required for total customer satisfaction.But that satisfaction will quickly turn to customer frustration unless we follow through.A solid case resolution process – including maximized ‘first contact resolution (FCR) –delivers high levels of customer satisfaction in a cost-effective manner.
Our ‘case resolution assessment program’ evaluates your process – end to end.We’ll identify strengths and weaknesses.We will analyze the data that is available and we will measure those factors that are currently not captured. We will benchmark the operation against similar companies and give you a ‘report card’ so you know where you stand.We will identify key opportunities to improve the efficiency and to increase customer satisfaction.We make specific recommendations and suggest hands-on actions that will improve performance.We will quantify those opportunities – predicting organizational performance and estimating the ROI if the recommendations are implemented.The result is a roadmap to world class performance.
Features & Benefits
Evaluate the current processes, people, tools, and metrics
Benchmark your operation against a variety of industry data
Identify gaps in performance and opportunities for improvement
Identify the root cause of any current problems and develop improvement plans
Define a consistent and effective case handling and resolution process
Consistent with industry Best Practices
Compatible with industry benchmarking programs
Quantify the opportunities
Create roadmap to desired performance levels
Key Activities & Deliverables
We have performed over 100 “assessments” for companies both large and small. We have a well defined methodology that delivers consistent results.We will…
Perform a 15-point review of the current Case Resolution Process (CRP)
Analyze current data/metrics related to CRP
Recommend appropriate measurements for your environment