Guide to Delivering Best-in-Class Customer Care (PowerPoint PPT)

This document is a collection of best practices in delivering world-class customer care. The document is organized across the four performance dimensions: cost, revenue, customer satisfaction infrastructure, and frontline performance. It includes example performance of top performers , as well as supporting industry case examples.

The guide emphasizes the importance of optimizing overall cost performance through a meticulous focus on key performance metrics. It provides detailed insights into cost per call, IVR containment rates, and utilization metrics. By benchmarking against top performers, your organization can identify gaps and implement targeted strategies to enhance efficiency and reduce operational costs. This approach ensures that every dollar spent is maximized for value.

Ensuring optimal capacity and service-level management is another critical aspect covered in the document. The guide outlines seven core disciplines, including forecasting, capacity planning, and real-time management, that must be mastered to close understaffing and overstaffing gaps. This rigorous workforce management approach helps in maintaining service levels while controlling costs, ensuring that your customer care operations are both effective and efficient.

The PPT also delves into the strategic consolidation of sub-scale operations and the tactical sourcing of certain call types to drive efficiency gains. It highlights the cost implications of operating smaller sites and provides a framework for categorizing call types to optimize routing and handling. By leveraging these insights, your organization can achieve significant cost savings and improve overall service delivery, positioning itself as a leader in customer care excellence.