Client: large mobile telephone service provider in the German discount/no-frills sector.
Goal: analysis potential of the existing area of customer service with subsequent selection and connection of an external call center for inbound and outbound activities.
Activities: following a comprehensive analysis of the situation and requirements of the company, including all relevant departments, we created a requirements profile for the future establishment of a company customer service department. On this basis, we gathered numerous offers from national and foreign call center service providers and compared them. After the successful selection of the optimal solution, we then went on to provide support during the implementation phase in the company. We later incorporated further innovative call center service providers and, since then, have supported customer service at regular intervals with process optimizations and control methods. Customer service was able to repeatedly stand up to various comparisons with competitors carried out by independent institutions, and were even chosen as the best in the industry several times.