CX QuickScan

With ContactExpert's CX QuickScan, we take a complete snapshot of your current Customer Care setup within a few days and compare it with globally accepted standards and best practices.

The CX QuickScan enables you to collect valuable insights, improve customer experience and efficiency, optimise processes and stimulate the further development of your customer care department by better understanding and meeting the needs of your customers.

We translate the opportunities for improvement found for you into a concrete action plan with executable working points, which you can immediately put to use!

• Finding opportunities for improved efficiency.
• Finding opportunities to improve the customer experience.
• Finding opportunities for innovations.
• Locating hidden (costly) bottlenecks in the processes.
• Answering pricing or budget questions.
• Support with outsourcing issues.

The CX QuickScan consists of 6 steps:

1. Intake: we jointly make the working agreements and draw up the schedule, giving you ample opportunity to make any adjustments or raise points for attention.
2. Collecting Data: in this step we collect all data & reports necessary for the CX QuickScan about the contact flows, the organisation, the customer types, the question types, routings, IVR setup, ... Of course, we handle all this data with the utmost confidentiality.
3. Observation & Interviews: In order to substantiate the data & reports obtained with reality, we observe on location or remotely the actual handling of your customer contacts in all available channels. In addition, we conduct interviews with the key functions within your customer care organisation to learn their views on the current handling of customer contacts.
4. Analysis: based on all insights obtained, we compare the results with our own expertise and globally applied standards for the management & design or Customer Care departments and identify any gaps as opportunities for improvement.
5. Recommendations & Action plan: Our findings are not translated into a lengthy report, but instead, we present them to you, with plenty of explanation and a concrete, realistic and immediately deployable action plan, which you can put to use right away.
6. Implementation: The action plan is drawn up in such a way that you can get started right away, but if you wish to enlist the help of one of our experts, we are happy to assist you!

The duration of the CX QuickScan depends on the size of your organisation and the scope that we jointly determine during the initial introduction and intake. However, our experience is that, for a Customer Care organisation with a maximum of 100-150 FTE on 1 site, the CX QuickScan takes 5 days. We are happy to make a tailor-made offer for larger organisations.

The distribution:

• 2.5 days observations & interviews at your location
• 2 days processing, analysis and drawing up findings + action plan
• 0.5 day presentation & recommendations at your location

Request your CX QuickScan now