Our clients expect operational excellence as a given. It means ensuring total reliability through relentless attention to every detail and a complete focus on doing our very best. Our consultants can transfer this valuable know-how to you too.
Contact Center Management- optimize resources and costs
What is the single most important thing that customers want? Just two words: Total reliability. Easy to say, but far harder to actually deliver. Especially combined with the need to optimize resources and costs too. Nevertheless, this is what our experts at our 129 locations worldwide aim to deliver. Plus, naturally, amazing customer experiences. Every time. Every day.
Organizational Structure & Role Definition
Ensuring the right contact center organizational structure is the basis for professional customer service, creating the right conditions for success and quality. In addition, there’s a strong correlation between having a clear organization structure, with properly defined roles and tasks, and employee satisfaction, empowerment and personal accountability.
We help you to create an effective and proven framework that includes a complete analysis of your current operations, including activity tracking; a thorough gap analysis comparing job descriptions and actual tasks; benchmarking to world-class contact center operating standards; and a recommended organization structure including role descriptions and responsibilities.
This deliver the following benefits:
Increase in efficiency: An overview of the current organizational structure and role models enables benchmarking to contact center standards and defines fields of action.
Increase in employee satisfaction: A clear understanding of the organizational structure and defined roles with dedicated tasks and responsibilities will increase the satisfaction of your customer service team.
Increase in service quality: An efficient organizational structure will enable your customer service team to fulfil tasks and forms the basis for high service quality.
Service & Process Design - design that positively impacts customer experience
The design of your services, processes and data security all have a direct influence on customer experience. For all areas, the key objective is to achieve a seamless customer service experience, with no process weaknesses, across all inquiry types, multiple communications channels and service delivery mechanisms (including digital). And therefore ensure a great customer experience.
Naturally, our consultants can help you with all aspects of Service and Process Design, together with the very latest expertise around data security. Since May 2018, the EU General Data Protection Regulation (GDPR) has required businesses to implement numerous new processes around data transparency, the provision of information to affected individuals, documentation of data protection processes, data portability, and data protection. In addition to only using data according to ethical guidelines, data must also be kept up-to-date. We’ve covered some of the implications on our blog: “Big Data and the Creepy Factor”.
GDPR has huge implications for all customer service operations – with considerable penalties for non-compliance – which is why we offer our clients support for GDPR Training and also a GDPR Check-Up to ensure that their operations are fully compliant, properly informed and future-ready.
Performance Improvement - be efficient, agile, and focused on the right KPIs
Companies aim to position themselves on the market by offering a unique customer experience which meets their customers’ growing needs. But how good are their current customer service structures and processes? Is there untapped potential for new channels and technologies? Majorel’s Ten Day Health Check aims to answer these questions and could be the basis for the realignment of your customer service.
10 Day Health Check
Our Health Check involves a 360-degree overview of the maturity level of your customer service and helps to identify optimization potentials. Our consulting approach follows a three-step process:
Analysis of actual customer service – create transparency
Benchmarking – highlight strengths and weaknesses
Recommendations for action – maximize potential and future-oriented
And delivers the following benefits:
Comprehensive & fast: We’ll analyze up to six dimensions of your customer service within a short period of time and give you an industry benchmark.
Quick Wins: We’ll identify value-creating optimizations that can be implemented without great effort in resources, money and time.
Realignment of your customer service: We’ll present optimization proposals and evaluate them regarding their value contribution in relation to the implementation time. We’ll also identify the added value of each measure – cost savings, sales promotion or improvement of customer experience.
Global Quality Standards - leverage customer service quality standards like COPC and Six Sigma
Global quality standards, like the COPC Customer Experience (CX) Standard, Six Sigma and Lean Management methodologies, provide guidelines and best practices for managing and improving the performance of customer experience operations. They are used by major brands across the world and our consultants are experienced/certified in all three. We also have experience of vertical-specific standards like PCI (Payment Card Industry).
People & Talent - happy, well-trained and motivated people - a basic for amazing customer service!
It might be a well-worn cliché but, in customer service, people really do make the difference. Study after study links a happy, motivated workforce to an improved bottom-line. And the experience of our own business certainly confirms that, which is one of the reasons why we attach so much importance to the well-being of everyone at Majorel.
While that all sounds great (!) the harsh realities of balancing this approach with a drive for operational efficiency and to control costs often gets in the way of best intentions. Luckily, with almost 50,000 people around the world, we’re experts at how to make this work. And we can do the same for your business too.
Successful Workforce Management (WFM) has a direct and positive impact on the service levels, speed of response, customer and employee satisfaction, and personnel costs of your contact center. We can help you to optimize this. Key is a robust planning phase together with reactive management with four elements following the COPC standards: Forecast; Capacity Planning; Shift Planning; and Real Time Management. Efficient WFM delivers four tangible benefits:
High service levels: By efficiently planning and managing your workforce, you always have the right resource in the right place at the right time. Your customers will also notice this!
Speed of answer: You’ll always be optimally prepared for fluctuations in contact volumes – whatever the channel. For example, unnecessarily long wait times will become a thing of the past and you can plan for back-office activities too.
Reduced personnel costs: Increased personnel costs, due to things like overtime, overstaffing and absences are reduced to a minimum through efficient WFM.
Improved customer service: There are clear correlations between employee commitment and improved performance as well as customer service and productivity.
Training and Quality Management
To deliver best customer experience you need the best qualified people, so the development of an integrated Training and Quality Management approach is essential. It’s also crucial from a value perspective too, since personnel typically account for 60-70% of contact center costs. Our consulting offer covers the five dimensions of Training; Onboarding; Quality Performance; Measurement; and Feedback.
Good training and quality management delivers the following benefits:
Top customer satisfaction: Due to a quick and competent service for complex requests, customer satisfaction increases.
Cost reduction: As efficiency increases, for example in first contact resolution (FCR), costs can be reduced.
Low attrition: With improved training and onboarding measures, the satisfaction of employees increases. And higher employee satisfaction leads to lower attrition rates.
Attrition & Absenteeism Program
Another aspect that can have an adverse impact on service quality, costs and employee satisfaction is Attrition & Absenteeism and we can help you to minimize staff shortages (and their consequences) in order to maintain long-term stability. We have proven methodologies to measure key areas like KPIs, staff shortages, reporting levels, reporting intervals and affected stakeholders. And strategies and analytical techniques to manage and improve costs, identify root causes, reduce shortages and properly define objectives.
We can help to improve the attrition and absenteeism rates in your contact center right now, delivering three important benefits:
Employee satisfaction: By identifying the causes of absences and terminations, measures can be initiated to increase employee satisfaction.
Service quality and customer satisfaction: Satisfied employees are not only less absent, they also provide better service. Better customer service in turn increases customer satisfaction.
Cost reduction: A reduction in recruitment, onboarding and training costs is possible.
Improve your operational excellence Get in touch
Let’s talk through your operational challenges to get excellent:
Customer behavior has been changing in the last few years, and this change is nowhere near complete. Customer actions are becoming more and more digital, flexible, and global. This development is a game changer for the banking sector, and hardly a week goes by without a new neobank reporting considerable growth.
Majorel has been named “Best Outsourcer of the Year’’ at the Customer Relationship Excellence Awards at the Wanda Metropolitano Stadium. The company also received two awards for its work with telecommunications multinational, Orange, in the “Help Desk’’ and “Claims’’ categories.
The new EU directive for regulation of payment services and payment service providers PSD 2 (Payment Service Directive 2) will take effect on September 14th. The objective of these new regulations is to make online payment transactions even more secure and to increase customer protection. The new digital account change assistant from Majorel offers an opportunity to electronically request changes to customers accounts directly from online banking and simplifies the process via virtual assistance.