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.
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Source: Best Practices in Customer Service, Customer Care PowerPoint Slides: Guide to Delivering Best-in-Class Customer Care PowerPoint (PPT) Presentation Slide Deck, P-Square Partners
This PPT slide presents a critical analysis of how service levels influence customer satisfaction (CSAT) and abandonment rates. The data indicates that service levels are currently at 78%, with a target of 91%. The average speed of answer (ASA) is highlighted, showing a significant difference: 19 seconds versus a more optimal 14 seconds. This suggests that reducing ASA could be key to improving customer retention.
The abandonment rate is another focal point, currently at 4%, but with a target of 2%. The slide emphasizes the relationship between service levels and abandonment rates, illustrated through a scatter plot that shows a clear downward trend. As service levels improve, abandonment rates decrease, albeit at a diminishing rate. This suggests that while improvements in service levels are beneficial, they may require increasingly significant efforts to achieve marginal gains.
The right side of the slide outlines actionable insights. It stresses the need to optimize service levels across various customer segments and call types to meet strategic objectives. Recommendations include lowering call handle times and developing flexible staffing models to address capacity constraints. It also suggests incorporating service levels into team scorecards and incentivizing agents accordingly.
The overall message is clear: while enhancing service levels is crucial for reducing abandonment rates and improving CSAT, it must be strategically balanced with operational capabilities. This approach will not only drive customer satisfaction, but also align with broader organizational goals. The insights provided here are essential for any executive looking to refine their customer service strategy.
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Customer Service Customer Experience Information Technology PowerPoint Diagrams Compilation Sales Consulting Frameworks Account Management Digital Transformation Business Transformation Business Framework PowerPoint Diagrams IT Governance Customer Decision Journey Customer Care Growth Strategy Porter's Five Forces Balanced Scorecard Strategy Deployment & Execution Change Management Strategy Development Creativity Strategic Thinking Contact Center Operational Excellence Process Mapping
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