The customer service lifecycle in a company usually evolves from
- Customer contacts at reception or different departments
- Customer contacts centralized in a contact center
- Decide for a CRM Software and ACD (Automatic Call Distribution), implement software and train employees
- Start KPI measurement in contact center (service level, efficiency, quality and customer satisfaction management)
- Standardize KPI management (e.g. COPC as a standard for forecasting, workforce management, quality management, customer satisfaction) - COPC - measuring the relevant KPIs, Lean Six Sigma - managing failed KPIs accordingly
- Raise customer satisfaction, customer loyalty and customer value - reducing customer service costs at the same time
- Reorganization or Re-engeneering of the contact center skill set up (split in 1st level and 2nd level skill, with a highly standardized 1st Level skill)- prepare outsourcing (BPO) and/or transformation (automation using AI)
- Define business case/ business plan
- Return- on- Invest controlling
BPO Management
- Define outsourcing strategy based on costs situation, quality performance, customer satisfaction evaluation based on COPC and Lean Six Sigma - with COPC measuring the relevant KPIs and with Lean Six Sigma managing failed KPIs accordingly
- Decide for outsourcing processes (procedures beyond a company's core competencies)
- Start, support, run an RFP (Request for Proposal) or RFI (Request for Information) to prepare decision-making in order to find the best- in- class service provider (define RFP criteria)
- Evaluate RFP responses with a Result matrix combined with a SWOT based on RFP criteria (service provider long list, short list)
- Site visits with service provider short list to evaluate RFP resonse vs real operational performance
- Scorecard definition, penalty scheme definition contract negotiation, contract signing
- Define business case/ business plan
- Return- on- Invest controlling
- Option: Transition management
Transformation (AI)
- Define Transformation strategy (contact avoidance and/vs useful contacts/ Cross- and Up Sell)
- Check contact channels and AI applications (Call/ Chat/ Videochat/ E-Mail/ webform)
- Analyze contact reason codes and procedures to identify potential automation (e.g. cancelation, appointment/ meeting request)
- Check CRM software for automation (voice bots, chat bots, E-Mail bots)- Robotic Process Automation (RPA)
- Consult for AI Tool decision
- Support AI Tool implementation
- Define business case/ business plan
- Return- on- Invest controlling
- Transformation/ Change Management