How to improve customer satisfaction?
Social security administration. Nobody likes it. Having an issue? Just call us and we‘ll fix it. But what happens if you need to wait minutes before you can even talk to someone. Or if you get transferred for the third time and need to explain things over and over?
We need to obtain an objective and clear view on our process bottlenecks. Therefore, we investigate response, waiting, throughput times and saturated call lines all together in one analytical platform.
The outcome of our objective analysis has led to an optimized call centre with improved customer satisfaction.