Client Assessment and CIF Program
Our commitment is to ensure your team delivers an outstanding service experience at every client touchpoint. CIF empowers your team to be their authentic selves to identify and address the root causes of your customers’ inquiries.
Here’s what it includes:
- Initial Assessment: observe and listen to current interactions between team members and client.
- Provide a report that identifies areas of strength and opportunities for improvement.
- Introduce our Client Interaction Flow (CIF) and framework how it will address your unique needs.
- Build a program for your frontline staff and leaders.
- Establish goals and objectives.
- Agree on implementation plan with timelines.
- Monitor Progress with frontline team and leaders through Calibration Sessions.
- Provide A CIF guide for your frontline team and leaders.
- Optional frontline team coaching and facilitation.
Team member Assessment
Improve Employee Engagement and Reduce Turnover.
The impact of poor engagement and turnover negatively impacts client satisfaction and is a high cost for business. Our team member service is designed to understand underlying issues and course-correct effectively.
This includes:
- Start, stop, and continue session (what’s working and what’s not?)
- Provide a report that addresses unbiased feedback from team members.
- Validate the findings with the team.
- Conduct a debrief session with the leaders and validate findings.
- Provide recommendations.
- Assist with the integration of coaching practices into existing performance management system.
Our assessment is designed to optimize your contact centre so that your customers reach the agent with the appropriate skill set to solve their inquiry.
This includes:
- Listen to interactions end to end, from the greet and authentication to processing the client’s request.
- Analyze customer satisfaction results, KPIs (such as abandoned calls, transfers, First Contact Resolution).
- Review contact centre organizational design, training, and upskilling programs.
- Review Call Tree Design (how calls are routed).
We will help assess your client interactions end to end and develop AI use cases that improve productivity, enhance agent knowledge, and eliminate nonvalue-add processes, ultimately improving the client experience.