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Customer Care Preliminary Recommendations

Customer Care Preliminary Recommendations. Recommendations based on Future State Concept Mapping. 6/22/2007. Customer Care Preliminary Recommendations. Agenda: Purpose of Project Walk thru the Concept Maps Identify the proposed changes to the current processes

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Customer Care Preliminary Recommendations

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  1. Customer Care Preliminary Recommendations Recommendations based on Future State Concept Mapping 6/22/2007

  2. Customer Care Preliminary Recommendations • Agenda: • Purpose of Project • Walk thru the Concept Maps • Identify the proposed changes to the current processes • Understand how the customer moves through the entire process • Review the new concepts being proposed and identify which will become Projects • Determine which are “new” and which are “in process” • Discuss the Value and Merits • Determine Next Steps

  3. The Purpose of the Project

  4. Preliminary Recommendation List

  5. Preliminary Recommendation List

  6. Preliminary Recommendation List

  7. High Level Future Concept Map

  8. Call Routing

  9. Call Routing

  10. Call Handling

  11. Research & Adjustments

  12. Escalation Handling

  13. Escalation Handling

  14. ResQ Team

  15. Sales

  16. Point of Service VOC

  17. Point of Service VOC

  18. Appendix A

  19. Appendix B

  20. Current KPI Dashboard

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