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SUPPORT & SERVICE
OPERATIONAL OPTIMIZATION

We optimize your processes to boost

efficiency and scalability

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Turn chaotic ticket queues into a well-oiled machine. Operational Optimization is about maximizing efficiency and quality without increasing headcount. We map out current workflows, eliminate bottlenecks, and implement data-driven metrics (KPIs) and reports.

Most importantly, we strategically deploy low-cost AI and automation to handle routine tasks, significantly reducing your costs, boosting agent productivity, and cutting down customer wait times for faster, measurable results.

Customer Relationship Management (CRM)

  • Recommend the perfect tool for the lowest cost, and ensure seamless implementation and integration with other applications.

  • Change management and user training, to ensure adoption and minimal disruption.

  • Service Level Agreement (SLA) Definition & Implementation: Help establish realistic and effective SLAs for various support tiers and ensure their consistent application.

Metrics and Reporting

  • Custom KPI Dashboard:

    • Design 2-3 essential dashboards tailored to different audiences:

      • Executive Dashboard: High-level view focusing on business impact (e.g., CSAT, churn reduction, Cost-Per-Contact).

      • Manager Dashboard: Operational view for resource allocation (e.g., SLA adherence, channel volume trends, queue wait times).

      • Agent Dashboard: Performance view for individual coaching (e.g., First Contact Resolution (FCR), Resolution Time, QA Score).

    • Instructions for setting up these dashboards within the chosen help desk platform .

  • ​Key Metric Definitions & Calculation Guide:

    • A definition of all core support metrics, including formulas, data sources, and industry benchmarks for startups/SMCs.

  • Goal-Setting and Target Benchmark Report:

    • Recommendations for initial, realistic, and aspirational performance targets for the next 6-12 months.

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Knowledge Centered Service Practices

We can unlock your existing CRM system potential by integrating knowledge management solutions:

  • Developing knowledge bases, help centers, newsletters, manuals, and training videos, empowering your users with the information they need.

  • Implementing AI solutions that enable personalization, improving efficiency, and offering proactive support.

  • Reducing support costs and boosting satisfaction by empowering your team and customers to find answers themselves.

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Quality Assurance Programs

  • Custom QA Scorecard & Rubric:

    • Scoring Rubric: A document that defines how different parts of a customer interaction are scored.

    • Rating Scale Definitions: Clear definitions for each point on the rating scale to ensure consistency among QA reviewers.

  • QA Operational Process Guide:

    • Sampling Methodology: A plan defining how many tickets or interactions will be reviewed, and which types.

    • Reviewer Roles & Calibration Protocol: A process to ensure that all individuals conducting QA score interactions similarly, including templates and calibration sessions.

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