Setting up a customer contact center

A big dealer organization wanted to achieve considerable improvement in accessibility (by telephone and online), to deploy the reception staff more effectively, and where necessary to reduce costs. MSR has helped to establish the KCC with proper equipment and processes.

Our approach

• Research into needs and capacity
• Equipment and software selection
• Establish CCC and organize appropriate processes and reports
• Training both customer contact employees and managers

Tools

• MSR CCC quick scan
• CCC soft- and hardware
• Performance dashboard
• Training and coaching

Results

• Strong improvement in accessibility
• Faster tracking incoming customer requests and leads
• Better understanding in capacity and full utilization of staff