12 Oct DATA-DRIVEN EXCELLENCE: TRANSFORMING CUSTOMER SERVICE
Providing high-quality customer service will always be one of any company’s most important strategic objectives in the Business Process Outsourcing (BPO) industry. High-quality customer service contributes to customer retention and loyalty, otherwise, revenue stability.
Guaranteeing a top-tier service is possible only if we identify all the variables that affect it directly and indirectly. Follow-up procedures design and execution are the key to identifying trends with a specific frequency and understanding if the process is running correctly. Having all the information will allow the company to establish effective action plans to guarantee improvement.
As all the variables need to be improved to guarantee the best service, the design of a complete action plan for each opportunity area is required. Considering that we are talking about a massive process with many variables, understanding which variable has the worst impact on the service requires an adequate and robust data analysis in conjunction with continuous improvement tools. These tools are also indispensable to establish the opportunity areas to be analyzed first. Continuous improvement is also necessary to find secondary causes that will be critical when developing effective action plans. Standard methodologies in the design and execution of action plans will be the key to effecting changes in a controlled manner, improving indicators, and thus guaranteeing a high-quality service. Critical gaps identification and optimization will ensure a faster improvement of the hands and the service provided, but controlling remaining opportunity areas will allow for delivering the best possible service.
Center Source Group understands the importance of a continuous improvement model that involves data analysis and business intelligence, using it to achieve the company’s strategic objectives. Our BI team is highly qualified to design successful action plans that favor critical indicators in any operation. Factors such as data extraction techniques, expertise in programming languages, continuous improvement techniques, and knowledge of the BPO key indicators and their interactions will be the key to guaranteeing better results. With these tools at hand, the leader’s team complements its action plans (in a strategic manner), prioritizing, strengthening, and empowering the employees so that they have the knowledge that will allow them to generate the best customer service.
The combination of those tools (continuous improvement, data analytics, and business intelligence) will generate a gain of indicators of any area because we can use it to improve the quality of the service but to design strategies with a direct economic impact unrelated to customer retention. In this way, Center Source Group understands customer service is the core service it expects to provide but seeks to eliminate the concept of the supplier, becoming a strategic ally, not only providing customer service but helping to generate the highest possible profitability for its clients through the exchange of knowledge and resource optimization tools.
Center Source is a leading BPO specializing in providing top-notch customer support and global help desk services to a diverse range of international brands. Founded and owned by Mike Biedronski, who has over 25 years of experience in outsourcing and customer service, the company is led by CEO Frank Royal, who also boasts over 25 years of experience in BPO and customer service.
We offer Omni Channel Support for our customers, including voice, chat, email, SMS, social media, and outbound services. We provide exceptional customer support, and our team of experienced professionals is trained to handle all customer inquiries tactfully and professionally. The customer experience is critical to the success of any business, and we strive to provide the highest level of service possible.
Julio Vidal Pombo, Business Intelligence Analyst
October 11, 2023