|
 |
Understanding of
the customer contact environment |
|
Documentation of
the customer's journey |
|
Service level agreements |
|
Process/Product
study |
|
Process/Product
documentation |
|
Customer service
principles and quality metrics |
|
Reporting standards |
|
Enhanced process |
|
Strict adherence
to quality |
|
Expectation setting
on the service levels |
|
|
| |
|
|
Complete understanding
of the service delivery |
|
Clarity on the responsibility |
|
Financial aspect |
|
Contract Signoff |
|
|
| |
|
|
Training on the
clients product and customer service
principles |
|
Technical Ramp up |
|
|
| |
|
|
Showcasing the complete
process understanding and methodology |
|
Performance according
to the agreed service levels |
|
Ownership of process
and reporting of activity |
|
Complete management
of process |
|
Regular reviews
and health checks |
|
Enhancement in
customer service levels |
|
|
