We see it every day. Businesses that do everything by the book: they build a customer service center from the ground up, hire qualified agents, and lay out performance metrics. The result: underperformance and huge losses. And that’s because there isn’t just one blueprint to operate a call center. No one-size-fits-all. You need a tailor-made plan that works for you. And often times, you need an outsider with an objective eye to give you professional advice. That’s us.
The SmartSource team starts off by providing different assessments that reveal what is working in terms of customer service strategy, performance analytics, call flow, monitoring and coaching, environment, and workforce management. Next, we propose a completely customized action plan that enables your strategy, people, process, design, and technology to work in sync. We’ve been doing it for years. Twelve to be exact. We’ve transformed customer care entities into success stories worldwide, from the North American telecom sector to various sectors in Europe, North Africa, and the Middle East. And we can do the same for you.
Strategic Planning SupportStrategic Planning Support
Aligning your customer service strategy with your overall company mission ensures your customer care goals and objectives are on track.
HR SupportHR Support
Customer care is all about the “human” element and so any customer care unit set on succeeding must focus on human capital.
Process SupportProcess Support
Lean processes provide the discipline and structure needed for smooth operations.
Technical SupportTechnical Support
With the wealth of technological innovations in customer care, it is easy to get lost in a sea of solutions.
Call Center DesignCall Center Design
At SmartSource, we believe that providing your call center employees with the right work environment is the foundation on which to promote superior sales and outstanding customer service performance, or simply put: customer focus.