Assess Contact Center and Develop Customer Service Strategy

Client

 A nationwide wireless services provider that produces mobile multimedia solutions and speculates in the wireless spectrum market

Project Goals

The company planned to launch a new service offering in 95 markets covering more than half the United States. Current customer service abilities were not adequate to support the new offerings. The company desired to:

• Determine whether to build an internal customer service function or engage an outsource partner
• Develop an implementation plan that would result in adequate customer service being in place when the new product launched

Deliverables

This project produced a comprehensive customer service strategy covering the following areas:

• Organizational structure including model, layers with recommended control spans, and documented roles and responsibilities
• Detail design for multi-channel contact center technologies including ACD systems, IVR systems, Web-self service, integration with 3rd parties, and email integration
• Overall customer contact model covering retail customers and 3rd party branded providers
• Plan for development, market test, launch, and nationwide rollout

Results

• Company used TCA’s strategic plan as the basis for the customer service portion of their internally managed service offering development and launch