Our Performance Optimization offering is focused on driving increased productivity, quality and customer satisfaction, and reduced operating costs. Our engagement teams are experienced in Assessment, Design, Deployment and the ongoing Management of solutions.
Based on the needs of the client, we may conduct a proprietary 25 point Operations and Technology Assessment. Our Assessments allow us to numerically and qualitatively evaluate leadership, technologies, operating practices and service delivery capabilities relative to industry leading companies.
Performance Optimization areas of focus:
Assessments (Operations and Technologies)
Process and Managerial Improvements:
Onboarding: Sourcing, Testing, Hiring, Training and Development
Floor and Performance Management: Productivity, Incentive Plans and Balanced Scorecards
Systemic issues: Employee Attrition and lackluster Quality, Service Levels and Cost control.
Work Force Management: Scheduling and Forecasting
Usage of Technology: Service Channels (voice, email, chat, social media), CRM, Knowledge tools, Telephony platform and skilling.
CSS offerings are tailored to the depth and breadth required for each client. Whether you and your company seek to improve processes or technologies, seek to reduce unnecessary costs, or you seek to improve the customer experience and increase customer loyalty and spend, our tools, expertise and experience will help you achieve your objectives.
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