Call Centers and Customer Care

Many businesses have a growing demand for call center capabilities that are easy for their customers to use, and enable them to connect with “the right person” easily. They increasingly use these customer-friendly call centers, to quickly check on account balances and other billing matters during non-working hours, and get other problems solved expeditiously.

More affordable PBX systems, as well as less expensive call center software using client server technology, enables smaller businesses as well as utilities (public and private) and institutions (education, medical, etc.), to offer expanded call center services to their customers. In addition, an analysis of customer service practices and procedures can greatly impact productivity as well as customer retention. A decrease in customer defections of just 5% will increase profits by 25% to 85%.

Layer Eight provides hands-on expertise in a wide spectrum of call center and customer service capabilities:

Customer Service:

• Service analysis and value investigation
  • In-depth customer surveys
  • Focus group analysis
• Call center operations assessment
• Customer service measurement systems development
• Gap identification and needs analysis
• Flow of work analysis and design
• Staffing assessment and configuration
• Call center expense review and analysis
• Benchmarking analysis
• Call center performance metrics
• Expense levels
• Best practice analysis