Interaction contact assessment (Example)
Customer Enterprise would identify the strengths and weaknesses in the interaction centre in the following key areas:
- Customer Assessment
- Strategy Assessment
- Process Assessment
- People Assessment
- Technology Assessment
- Partnership Assessment*
These assessments will help indicate where to invest management time to help produce the maximum customer return.
Other assessments have produced significant benefits for other clients in the following areas:
- Reduced Operating Costs
- Improvement in customer service and retention rates
- Improved customer self-service
- Redesign of processes
For each assessment area it will:
- Measure the results against a consistent standard
- Benchmark against best practice
- Identify strengths and areas for improvement.
Interaction contact assessment - the results (small extract)
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- There are plans to make changes to some core customer processes such as the dates that invoices are sent out. This change would even out call volumes stop sudden surges of calls during a 5 day window.
- The team leaders and managers seemed fairly familiar with the processes even if there are slight differences between them.
- The organisation does not have too much variety in the call types that it deals with so documenting processes should be quite straight forward.
- There is information on the intranet which details the process to follow if a customer is having difficulty getting the product to do something or it is not working.
- The organisation is small enough so process changes can be implemented with speed if necessary.
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