Process Tools Set-up for Managers

The Process Tools Set (PTC©) is a solution that includes proven methodologies for the implementation of managerial, supervision and control processes in various business sectors in the field. NGG Consulting's leading team of experts consists of industrial engineers, business analysts and project managers who specialize in the world of Contact Centers.

The implementation of the Process Tools Set (PTC©) solution begins with a characterization and analysis of the company's current situation compared with the sector benchmark. It continues with the establishment of a Process Tools Set for management, supervision and control and concludes with consulting and implementation of all processes and required changes in the Contact Center.

Following the implementation of our Process Tools Set (PTC©) solution your company will enjoy:

• Improved customer satisfaction
• Higher efficiency and reduced operational costs
• Improved Contact Center availability and lower abandonment rates
• Standardized Look & Feel for every customer interaction
• Improved professional skills and in-service orientation
• Effective Contact Center and team management
• Improved Contact Center analysis and decision making abilities on the part of the managerial team in the Contact Center
• Increase in agent seniority and less employee abandonment
• Contact Center activity measurement, including operations, management, quality and productivity

Process Tools Set for Customer Experience Management (PTEx©)

The Process Tools Set for Customer Experience Management (PTEx©) solution is conducted by NG Group's leading team of experts in the field of Contact Centers, including industrial engineers, business analysts and project managers.

The implementation of the Process Tools Set for Customer Experience Management (PTEx©) solution  begins with a characterization and analysis of the company's current situation compared with the sector benchmark. It continues with the establishment of a Process Tools Set for service, sales, operations, back-office, customer care and customer retention and concludes with consulting and implementation of all processes and required changes in the Contact Center.

By implementing our Process Tools Set for Customer Experience Management (PTEx©) solution you will enjoy:

• Improved customer experience and a standardized Look & Feel
• Increase in customer share, by leveraging every customer interaction to a pro-active service activity
• Improved customer care, better closure rates and reduced response time
• More added value to the customer
• Better customer loyalty and lower abandonment rates
• Higher efficiency and reduced operational costs
• Effective interaction management
• The ability to identify failures and gaps in customer relationship management for performance improvement

Return to the Contact Center Planning, Development & Set-up

For more information on how NGG Consulting can help set-up process tools, please Contact Us