CS
Banking Telco Aviation B2B Other

Design of customer experience and realization of a call center

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The challenge

Prepare a strategy of customer experience and use it to run a call center for a new service.

Solution

Based on the analysis of customer cycle and needs, together with the objectives of the new service, we designed a detailed strategy for customer experience effecting all points of customer contact with the service. The strategy was then developed into a capacity plan (number of employees) for sales and customer care; job descriptions; sales scripts and scripts for customer care. We realized the call center from design, through technology and capacity equipment, selection and training of personnel, to implementation of customer experience in the everyday running of the company.

Other references in category

Banking Telco Aviation B2B Other

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