Customer Support Consulting | transcosmos

Offer a call center reform road map, which is well balanced in customer and corporate perspective as well as revenue efficiency and business growth, for further expansion of contact points with customers.

Offer a call center reform road map, which is well balanced in customer and corporate perspective as well as revenue efficiency and business growth, for further expansion of contact points with customers.

Clarify the correlation between improvement priorities and revenue by regression analysis based on the call center customer satisfaction (CS) and its reason for the results. Also, our mystery shoppers can act on behalf of our client’s customers and evaluate the service quality by comparing with competitors.

Offer training support for improving service quality by preparing training materials, creating operational tools, and outsourcing our agent as an instructor or instructor development.

Monitor clients’ service quality with customized criteria tailored to their business characteristics based on our original customer response metrics and provide individual performance evaluation through our local staff or a voice message.

Provide support for documentation of basic call center operations (e.g. script, log file, evaluation form, FAQs, and employment test).

Provide support for developing human resource management systems such as quality assurance (QA), human resource evaluation criteria for medium-to long-term development and career path planning.