Interested in providing a premium customer experience?
Corelinx will show you how to increase customer satisfaction and loyalty through analysis, insights and support mechanisms to ensure a consistent, yet personal customer experience in both B2C and B2B environments.
We are currently consulting for a major global BPO organization as part of their executive team responsible for driving a customer first strategy for their clients from their onshore and offshore facilities.
Some of the services we provide include:
- Helping set up up new call centers by providing guidance and managing site selection, facilities, project management, recruiting, IT, training, WFM set-up and operational readiness. This includes full guidance on the people, process and technology aspects of setting up a center tailored to your specific needs.
- If you have a center but feel that you could be doing better, we provide you with a site analysis that would highlight your strengths and areas of opportunity. We could focus our audit in a specific area or do an end-to-end customer life cycle audit that looks at your back-end process and all your customer touch points. This is a great way to get a neutral third party to provide the assessment and get buy-in from the people on opportunities without offending anyone.
- Direct, guide and manage performance for your site or teams to ensure that your organization is set up to provide a premium service offering and an optimal customer experience. This is great for organizations that want a senior level customer care professional running a specific area or division on their behalf and not having to hire a person full time. It would simply be an extension of your organization and seamless to your clients.
- Launching and operationalizing new campaigns and programs in collaboration with your company’s IT, HR, Facilities, WFM, and Operational teams.
- Running weekly scorecard performance reviews, rolling them up to monthly and quarterly business reviews on your behalf.
- Monitoring and developing metrics for clients and preparing statistical reports to evaluate performance and operational efficiency.
- Observing, synthesizing and assessing requirements and sales opportunities from potential and existing clients and making recommendations to covert and close these leads.
- Maintaining or creating budgets, forecasts and resource planning documentation to ensure alignment with the corporate strategy and goals.
- Assisting with your onshore and offshore strategy, sourcing an offshore center, dealing with cultural differences, and ways of managing an offshore vendor, etc,
- Launching customer experience strategies to move your customers from neutral to loyal customers.
- Generating sales leads and how to monetize them