Consulting

Customized Projects

We can help your customer service with a highly qualified work, at a controlled cost and only while you need it.
Examples of what we can do:

Leadership

  • We do the assessment of your team leaders
  • We assure customized coaching
  • We carry out speialized mentoring projects
  • We carry out leadership empowerment actions

Strategy

We help you…

  • To start your service from the very beginning
  • To implement CRM systems
  • To define the right contact channels for your business
  • To define internal and external levels of service

People

We…

  • Design and review incentive systems and performance evaluation
  • Measure the organizational atmosphere and recommend improvement actions
  • Define action plans to motivate your teams
  • Adapted coaching and mentoring

Sales

  • Prepare dedicate  and dynamic “sales teams” who know the best way to listen and understand what the customers really want
  • Produce and/or revise your incentive systems
  • How to set team and individual goals the right way
  • Monitor the performance targets and assign of results

Quality

  • Monitor the quality of your service and supply improvement actions
  • Measure your customer satisfaction
  • Streamline application procedures for excellence awards
  • Manage systems for suggestions and claims

Efficiency

  • Design a critical and external analysis of the processes
  • Find ways to reduce your operating costs
  • Increase individual and team productivity
  • Monitor and evaluate the results

Outsourcing

  • Design the outsourcing model that best suits your Company
  • Produce the  contract documents and collaborate in the selection of the provider
  • Promote outsourcer independent monitoring
  • Collaborate in the management and definition of service levels

Technology

  • Work in the definition of technological strategy
  • Suggest the technology best suited for your needs
  • Produce the  contract documents and collaborate in the selection of the provider
  • Participate in the implementation of technological solutions

AHW 12 - Happy Work customer service assessment

Obtain a diagnosis of strengths, aspects to improve, and action proposals to 12 key customer service vectors within one week:

  1. Organising
  2. Customer Relations and commitment plan
  3. Channels and automation
  4. Continuous improvement and processes
  1. Objectives and indicators
  2. Structure and assignments of tasks
  3. HR management and incentives
  4. Outsourcing Model
  1. Telemarketing and Sales
  2. Social responsibility
  3. Facilities conditions and equipment
  4. Technology

Learn more about the output of this consulting and the impact it can have on your organization! Contact us!

In case of dispute the consumer may resort to an Alternative Resolution Entity of consumer disputes:

CICAP – Tribunal Arbitral de Consumo
Rua Damião de Góis, 31, Loja 6, 4050-225, Porto
+351 22 550 83 49 / +351 22 502 97 91
cicap@cicap.pt

More information on Portal do Consumidor www.consumidor.pt