3. Your Roadmap for Service Excellence Efficiency & Recognition ICSA-TC Certified Customer Service Assessment Program
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5. People Processes Technology Methodology Customer Experience Areas of Focus
6. Human Resources ICSA Recruitment Training Schedules Skill Maps Skill Inventory Knowledge PEOPLE
7. ICSA Processes Call Flows Work Flows Quality Assurance Customer Satisfaction Escalation Forecasts Business Continuity
8. ICSA Technology Virtual ACD Call Logging IP Technology CRM E-mail Chat Skills Based Routing Remote Agents Document Management
9. Methodology ICSA Service Levels First Call Resolution GOS Abandon ASA Blockage Quality Assurance Sales Collections Customer Satisfaction and Loyalty
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11. Deliverables ICSA Certification and Recognition Road map for ongoing continuous improvement Prioritizing and Implementing Change Close gaps and improve service and efficiency Gap analysis vs. Leading Benchmarks A base line to effectively measure future improvements Workable solutions Objective third party view of your CS operations Improve service in the short and long term
Depth and breadth of assessment in each element may be customized to address unique needs of the client
An objective third-party perspective of your CS operations Helps organizations seeking outsourced services identify best in class providers Strategies for improving service short and long term Information and workable solutions to remove obstacles to peak performance and garner savings A base line to effectively measure future improvements Detailed gap analysis vs. leading benchmarks Actionable recommendations to close gaps, improving service and efficiency Tools to assist in prioritizing and implementing change Road map for ongoing continuous improvement Certification and recognition
Public recognition of your organization by ICSA - website, media releases, conferences, October Gala event, workshops and various other media channels Knowledge transfer - by learning from the experience and best practices of other call centres Potential for significant operational cost reduction Focused and aligned customer service strategy throughout the organization Improved service as a result of the recommendations from the assessment Feedback from customers on their service satisfaction Corporate membership to the ICSA Discounts to events Participation on Executive Council
