Improve customer service and retention by measuring and optimizing call center processes

1 million

points earned

+15%

increase in ROI

10 million

customers satisfied

Background

With 12 offices in Belgium and more than 400 employees, our client is a crossroads bank, social insurance fund, and mutual insurance association. They provide social security and consulting services for independent, self-employed individuals.

Challenge

Our client wanted to optimize their customer call center service by keeping wait times as short as possible and ensuring the customer is always connected to the right person. They also wanted to ensure that the appropriate people are available during peak times when demand is highest. The existing reporting did not provide full insight into their call center activities and needed a complete rework.

Approach

- Work with the business owners to define the real KPIs that drive call center success. - Create a future-proof data platform, capable of capturing and rendering all relevant call center data in a cost-efficient way. - Incorporate a near real-time refresh mechanism, allowing instantaneous analysis of new data when the customer calls.

Key results

Measure and check the effectiveness of call center operations for customers

Identify situations where KPIs are not met, and those that could result in losing a client

Obtain a daily view of KPIs and how they evolve over time to enable continuous feedback to call center process owners

Benefits

The client acquired in-depth insights into when and where customers were experiencing high waiting times, when call lines were overloaded, and when customers were transferred too many times. These insights allowed them to implement changes to increase customer satisfaction and improve retention. The initiative also resulted in reallocation of employees and targeted employee training plans.