Alternate Channel Audit
Build a sharp service platform via alternate service channels like Web, IVR, Mobile, SMS or email
RAG Scores realizes the fast growing adoption of alternate channels. These are crucial tools for organizations to standardize service delivery while optimizing operations cost. However, the design & implementation of these customer-facing technologies form a lasting part of a customer’s experience
Our alternate channel audit provides comprehensive review of process & technology for each of the alternate channels. We compare & analyze your platform versus best practices for your industry & target customer. Our recommendations will include cross industry best practices and also methods to familiarize your customers with alternate service channels
To learn how we can help you in maximizing benefit from all your Alternate Channels, contact us and ask for a customized presentation
"Risk Free Trial Offer":Try out any of our offerings for a trial period upto 3 months.
Club Mahindra
- Mapping typical lifecycle & major events
- Analyse opportunities for Proactive Service Management, define desired processes needed based on outcomes
- Identifying gaps in Member Profiling & Data capture, and define steps & processes needed to enrich Data
- Study existing CRM & other allied systems for ability to support Data Capture & Analytics
- Define Outcomes OR Measures for new processes
- Define roadmap for implementation & pilot design
Softage Information Technology Pvt Ltd
People Capability building & restructuring
- Development centres
- Assessment centres
- Skills training
- Team building
- Project management
- Performance management system
Red Hot Cafe
- Mystery dining
- Up-sell & cross-sell training
- Frontline training
- Detailed pre-launch audit & assessment all Telecom processes ( as well as key inter-function linkages) including mystery audits, testing & competition benchmarking
- Establishing key metrics for the Service Operations teams focussing on Cost efficiencies
- Proposal evaluation for the call centre & technology outsourcing
- Budgeting & forecasting
- Optimization of the existing call centre & walk-in performance on key metrics
- Established performance & quality framework for the Contact Centre
- Optimization of call centre processes and technology and road map for future initiatives
- Best Practice implementation
- Training of key resources for contact centre management
- Project SENSATION : Retail Service Quality improvement program
- Mystery shopping
- Point-of-Sale Audits
- Competition Benchmarking
- Process design and documentation
- Market research : Territory potential
- Competition benchmarking
- Improving retail experience
- Customer relationship model for repeat business
- Improve visibility and reach
Funcity, India(Part of Landmark Group, UAE)
- Customer life cycle management
- Customer retention program
- Revenue optimization
- Customer segmentation
- Mystery dining
- Guest retention
- Up-selling & cross-selling
- Frontline training
- Service audit - Experience & Standardization.
- Recommendations on service improvement, standardization & technology deployment
A Unit of Service Solutions