Contact Center Action Plan
Improving Performance for Better Customer Experiences
A home warranty business needed to address customer service concerns at their contact center. The company sought an actionable roadmap to improve their contact center performance and its influence on the customer experience.
When external market factors forced a home warranty business to execute tight cost control measures in many client-facing areas, the performance of the outsourced customer call center declined and no longer met the company’s objectives.
The senior leadership team turned to RevGen to facilitate an objective assessment of client-facing activities and to develop a service improvement plan that focused on improving the overall customer experience.
Faced with a lack of recent process documentation and performance data, we were tasked with orchestrating a comprehensive assessment of all customer-facing processes. We conducted extensive interviews; defined key performance indicators (including cycle times, contact rates, hand-offs and resolution time); and then we analyzed historical data against those indicators. Our assessment uncovered the following key findings:
Once the assessment was complete, we worked closely with the company’s management and staff to implement a series of recommendations to improve contact center performance and enhance the customer experience.
Our solution for the home warranty business took the shape of a multi-year roadmap that guided long-term, sustainable improvements to the contact center and the overall customer experience. Our assessment team collaborated on the execution and provided the necessary program management and subject matter expertise to implement six key initiatives.