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Perhaps a new financial service offering is very expensive to set up for a
new customer.
 | How many calls are needed to get it right? |
| How many application forms are returned for correction by the customer? |
| Is the form as clear as it could be? |
| What else could we do to make the process smoother? |
| What would it save? |
Perhaps the call centre has been swamped following the latest promotion in
the press.
| Did Marketing discuss this with Call Centre management? |
| Should the cost of handling all the extra calls be included in the
business case for the next promotion? |
What sorts of calls are the call centre handling?
| What’s the cost of fixing problems that could have been avoided? |
| How much would it cost to provide enough people to answer all calls? |
| Are customers leaving because they can’t get through? (Tango-Delta has
done). |
| What is the cost of replacing lost business? |
How we can help
We can facilitate workshops where your managers and staff can:
| Identify problem areas |
| Estimate the scale (and cost) of the problems |
| Suggest potential solutions |
| Negotiate solutions with other departments |
| Review progress regularly |
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