PAAN-Group Consulting Service Center Optimization

Service Center Setup & Optimization

From positive customer experience to proactive customer engagement.

Excellent service and, above all, the customer experience are the keys to customer retention, as your support teams deal with real people and their real problems. The focus remains on the customer, whether you plan to execute support functions with a near-shore or far-shore strategy. The prerequisites for this include trained personnel, efficient processes, seamlessly integrated suppliers, and effective tools that ensure a uniform and standardized handling of requests.

Service Desk & Customer Service are a "People Business"

We have successfully set up, optimized and integrated various service desks and operations centers worldwide into existing core teams and service processes. We therefore know what is required to increase the capabilities of your service teams for the benefit of your customers.

Wir support you in:

Most frequently asked questions

How to best measure customer satisfaction?

Customer satisfaction is best measured through regular surveys, feedback loops, and analysis of customer reviews on various channels to gain a comprehensive picture of customer perception. Increasingly, Customer Experience Levels (CXL) are defined to quantitatively measure the service experience of customers.

What training is required for my agents, and which methods of continuous learning (e-learning) are most suitable?

Service desk agents (1st and 2nd level support) should be trained in technologies, customer communication, and problem-solving for effective service delivery. E-learning methods provide flexible training options that are well-suited for continuous learning and skill updates. It is crucial to focus not only on technical knowledge but also on the development of necessary soft skills.

What changes are needed in my processes to enable the required KPIs for customer service?

To achieve the required customer service KPIs, you must review processes for efficiency and customer focus. The resulting process integration and close collaboration between your teams and suppliers is crucial to enable seamless transitions between different departments and suppliers. This promotes effective collaboration and helps create consistent service experiences for your customers.

What technological capabilities must I implement to make my support teams more efficient and responsive to customer needs?

Implementing technologies like AI-driven self-service, chatbots, and analytics tools can improve the efficiency of your support teams and enable faster responses to customer needs. The implementation of such technologies and the subsequent automation of recurring tasks, intelligent analysis of customer inquiries, and the utilization of self-service options can also optimize and expand service delivery.

How can data assist me in my customer service?

What should I consider when integrating new suppliers into my support environment?

Clear communication is crucial when integrating new vendors. Define clear responsibilities and processes to ensure that vendors seamlessly integrate into your support model. Training for effective collaboration and clear communication channels are essential to ensure a smooth integration. It is crucial to determine the tier levels assigned to each service provider and partner in the company and how your contract contents reflect these.

Our expertise

We support you in setting up, expanding and optimizing your service and operations center functions. We help you to develop any near-shore or off-shore strategies and implement them.