Customer service centres often face staffing problems that they do not even know exist. Customer Service Engineering therefore begins any customer engagement by first analysing the service centre environment to reveal potential weaknesses in quality, staffing and productivity. This exercise is usually conducted by CSE at no expense to the client. We deploy a set of Business Intelligence tools to analyse call data, resolutions, staff adherence, customer experience measures and other metrics.
- Efficiency - staff deployment, scheduling effectiveness, schedule adherence
- Reliability (is it 99.999?)
- First call resolution performance
- Customer retention
- Quality performance
- Compliance performance
- Process flow and deviation against approved processes
- Cost to company per call, per seat
Once the status quo has been accurately established, CSE is able to develop a comprehensive, tailored solution to tackle productivity and implement monitoring and Business Intelligence systems. This extends beyond just planning and workforce management, addressing agent skills, quality assurance and customer satisfaction.
CSE offers its solutions on an outright purchase or on a Software as a Service (SaaS) basis, enabling clients to subscribe to the solution on a month-to-month basis. This avoids expensive capital outlays and removes the risk from the adoption of contact centre tools as no capital investment is required.
