The face of customer care is changing and growing more complex. Superior customer care has become an essential building block for improving customer satisfaction, loyalty and increased revenue. Customers expect a single point of contact as well as seamless interaction across multiple touch points. Furthermore, companies are experiencing a significant increase in the sheer volume of customer interactions.
A dilemma arises in how to cost effectively deliver exceptional service while balancing the costs associated with developing and managing the processes, technology and capabilities of a customer centric, multi-channel contact center. CSC can help you address these challenges so that you can focus your resources on valuable customers and improve the return on investment of your customer relationships.
Our experience indicates that companies like yours can realize significant return through call center consolidation. Decentralized call center operations are an inefficient means towards accomplishing your business strategy and customer service objectives. In fact, each contact center utilizes costly infrastructure, disparate processes and redundant resources that impact your overall business performance, service quality and cost structure.
The optimum number of contact centers ranges from three to six to handle even the largest volumes, with up to 600 front line workers per center. However, even if you elect to maintain a greater number of physical centers, CSC’s High Performance Contact Center specialists can uncover opportunities for gaining improved management control of service delivery, labor and operational costs, technology resources and costly facilities using a proven methodology that spans our entire approach to deliver fast, effective results.
Operational Model
As a CSC High Performance Contact Center client, you have the flexibility and control to determine the optimal number of centers for your organization.
Savings of 25 percent to 50 percent can be achieved by consolidating multiple, small, decentralized centers into one centralized organization that manages multiple physical and virtual centers into a new configuration that is appropriate to support a defined business strategy and requirements.
We offer an integrated approach that incorporates all aspects of planning and executing the transition to a new customer-centric operating model. Our offering is based on leveraging consolidation and operational best practices to achieve economies of scale, increasing operational effectiveness as well as significant cost and performance improvements. With careful planning and analysis of each domain of change, we enable you to avoid costly service disruptions while optimizing cost savings and ensuring achievement of the desired bottom line benefits. Furthermore, we provide the necessary levels of flexibility and control to determine how much of a change, and investment you are prepared to make. Our experienced Contact Center professionals work closely with you through a process that focuses all investment decisions on achieving a measurable ROI that justifies the expenditure and aligns your key stakeholders on all go-forward decisions.
We will be actively engaged throughout the entire transition process to rapidly plan and implement a new customer centric operating model that will yield quantifiable savings in headcount, equipment, facilities or future investments in new capabilities and technology while delivering higher levels of service. Well-defined business cases with quantifiable ROI analyses are continuously refined and validated to ensure that the final deployment of your new High Performance Contact Centers achieve the desired cost reduction results while delivering higher levels of customer services.
Working with our strategic alliance partners we can support the real estate, facility design and tax abatement issues that are critical success factors in the entire process. Through a rapid diagnostic session, CSC will demonstrate the value our offering will bring to your business. Let us show you the opportunities that exist to rapidly transform your customer service function into a network of a few high performance centers that deliver higher levels of service at a significant reduction in cost. As a result of this session, you will be able to determine the magnitude of your opportunity to achieve significant economies of scale, operational efficiencies and differentiated levels of service.
Customer Care Solutions - Contact Center Design and Implementation
Process redesign and/or technology upgrading to improve the operational performance of existing contact centers including e-enabling contact centers, moving towards more customer “self-care,” increasing overall satisfaction of customers served by the contact center and reducing contact center operational costs. For new contact centers, encompasses helping clients in the design and launch of “greenfield” contact centers, including workforce selection, process design, technology (voice and data) selection/implementation, and transition of new or existing activity to the center. For consolidation of contact centers, involves the effective merging of multiple call/contact centers into a reduced number for greater economies of scale typically following a client merger or acquisition; this covers the evaluation of existing centers, developing consolidation options (including “greenfield” options), planning and executing the transitions.
Our work is grounded and guided by ROI analyses that support the justification of all major investments and provide necessary input to key decisions across by all stakeholders. Working with our strategic alliance partners we can support the real estate, facility design and tax abatement issues that are critical success factors in the entire process.
Contact Us
For more information please contact Rich Davidian at 212.532.1500, rdavidia@csc.com or Ike Mitchell at 970-377-0928, imitche3@csc.com