Customer Service Operational Design

A new requirement for the design, specification, implementation and set-up of a Customer Service operation, could result from any of the following management initiatives:-

• The launch of a new product/service (UK and/or worldwide) requiring a new Customer Service team
• A strategic decision to increase competitive advantage through radical change of business processes
• Significant increase in the firm's market share requiring a new scalable Customer Service capability
• Additional, or relocation of, existing premises with the intention of leveraging the opportunity to significantly change the way service is provided for customers.

Specialisation

We have specific experience and expertise in designing and implementing new Customer Service operations, often under challenging circumstances. Our expertise spans all areas of the start up process: design principles, service definition, business requirements, process design, technology requirements, organisation design and specification, recruitment, training, acceptance testing through to go-live and handover.

Engagement Options

Three types of client engagement options are offered (although an engagement can include elements of all three options to suit the client?s particular project need).

High-level consultative role

A principal consultant with extensive expertise will provide specific advice, to both the project team and steering group, throughout the project life-cycle. The advice will vbe based on teh technqiues we deploy, which may typicallt include:-

• Business case assessment
• Process mapping
• Service definition
• Outsourcing options
• Risk management
• Organisation design
• Acceptance testing
• Go-live criteria & handover processes

Expert advice supports the delivery of the project to time, cost and quality targets.

Project delivery

We provide practitioners and specialists to complete individual work-packages or to help deliver the full project implementation:

• Project Management
• Process modelling
• Organisation design, role specifications and performance expectations
• Risk management
• Management of acceptance testing
• Project Health-checks
• Training design and delivery

Specific Resources

To provide resource to cover a skills-gap in the clients? project delivery team

• Customer Service practitioners
• Project Managers
• Business Analyst
• Process Modelling
• HR Consultants
• Trainers
• Test Managers

For an initial discussion on your requirement for a new or improved Customer Service operation please click here.