What is your biggest challenge?
Monitor/Improve service quality
QUALITY
Quality monitoring of processes and sales, billing, technical support, loyalty, and retention teams, encompassing all touchpoints and channels of customer contact.
Through the use of our exclusive methodologies CODEX and RADAR Q, we generate reliable results for tracking and continuous improvement of indicators related to:
Compliance; FCR – First Call Resolution; Conversion/Success; Operational efficiency; Satisfaction; Critical channels; Competition.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, as well as software for human monitoring (StarkSwot) and automated monitoring with Artificial Intelligence (Voice & Data Analytics).
Monitor/Improve internal environment and collaboration
COLLABORATION
This service consists of 2 modules:
Monitoring the employee journey to identify points of satisfaction and dissatisfaction that may enhance or limit individual and team performance and their level of contribution to the business; Creating a process to capture insights from the workforce for project development, problem-solving, and other business-related topics.
Our employee journey monitoring process includes the following activities:
Understanding the organizational structure, vision, mission, and values of the company; Mapping the processes that support the employee journey; Assessment/Definition of employee requirements and breakdown into attributes to be monitored in the employee journey; Development/revision of survey questionnaire(s) for the intended purposes; Customization of the process and agenda to encourage workforce insights generation; Preparation of the QuestionPro platform for conducting surveys and managing insights; Definition of the monitoring, reporting, and improvement process for employee experience and participation in organizational agendas.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, in addition to utilizing the QuestionPro platform for employee experience monitoring.
Humanizing customer service
HUMANIZATION
Diagnosis and planning of a customer service humanization strategy, considering the reasons for contact where a humanized approach becomes necessary or a differential to improve the customer’s perception of the service received.
In this service, we use our E4C methodology – EXCELLENCE IN CUSTOMER MANAGEMENT to develop the following activities:
Understanding the company’s strategic positioning in customer management;
Surveying customer requirements and monitored attributes in service;
Identification of the most relevant/representative reasons for contact;
Identification of priority reasons/subjects for humanizing service;
Sample monitoring of contacts for priority reasons/subjects;
Development of a script/humanized service approach;
Evaluation of the feasibility of creating an Online Community with customers for communication and gathering insights for service improvement;
Employee training and conducting a pilot service with a new approach;
Analysis of results obtained by comparing approaches (current vs. proposed);
Making adjustments and implementing the script/approach for humanized service.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, in addition to utilizing monitoring and research software that will enrich the managerial information of your business.
Company
Address
39209 Harbour Vista Circle Saint Augustine FL – 32080