Improving Service from Contact Centers to Field Agents

We have extensive experience in the area of improving customer service while reducing costs. In our work with leading companies, we have:

• Helped a bank reorganize its customer service department and establish a voice portal. As a result, 50% of service cases were automated, and service levels improved due to improved access to customer data and history
• Assisted a tour operator to reduce service costs by 20% while increasing service quality
• Improved the field service processes for a manufacturing company, leading to a 30% efficiency gain and the ability to monitor cost/benefit ratios for service activities
• Facilitated the establishment of a new service department business unit for an office services company. Customer and employee satisfaction subsequently increased by 30% and field service operations achieved 10% efficiency gains. The new team also drove revenues, with 90% of service personnel reporting sales leads

Rethink Customer Service for Added Advantage

Capgemini has a proven record of improving service Key Performance Indicators (KPIs) while reducing the cost base. Optimizing customer service can achieve the following benefits:

• Enhanced call center agent productivity through our Love your Agent offering

• Significant organizational improvements in customer service, supported by faster processes and efficient technology tools
• Improvement in service KPIs such as Accessibility, First Call Solution Rates, and overall Customer Satisfaction
• Increase in cross-sell and up-sell opportunities
• Cost reductions across the service provision

Balancing Methods and Experience

Capgemini strives to achieve a balance between analytical methods and experience-based measures. Our service improvement framework includes the following components:

• Customer service strategy: aligning service with business strategy, and defining the contact channels and organizational approach
• Processes and organization: simplifying processes and in-house versus outsource decisions
• Service control and KPIs: identifying the right KPIs to balance costs and service levels
• Skill management: mobilizing process and IT changes, prioritizing education activities
• Service channels: optimizing channels such as contact centers, field service, Web self service and partners
• Technology basis: using technology to enhance self service, improve agent-provided services and measure KPIs