Customer Service Process Mapping and Improvement
Broadcasting & Telecommunications Brand
A US-owned UK telecom brand optimised fragmented customer service processes by mapping customer journeys, standardising workflows, and improving query resolution. This led to increased efficiency and a framework for future enhancements.
Sector: Media
Location: UK
Ownership: US parent company
Duration: Short Term
Challenge
The client’s customer service processes were fragmented and unclear;
Processes and working practices within the outsourced contact centres (domestic and offshore) had developed without client oversight; and
Proposed proposition and technology developments were challenging to implement due to a lack of clarity as to ‘real world’ colleague and customer experiences.
Solution
Discovery process to identify and map existing customer and colleague journeys - and related business processes. This involved stakeholder mapping, close liaison with domestic business owners and outsourced service provider teams, both operational and Learning & Development
Subsequently led review with stakeholders of large-scale printed processes and related customer journeys in order to:
Optimise and standardise existing process sand sub-processes
Identify potential more significant changes to speed query resolution; leverage existing technology; reduce customer service handling times
Outcome
Process improvement clarity
Improved customer service efficiencies
Robust framework for future processes and technology enhancements