Worldvoice Business Resources, Inc.
Our small Projects make a BIG Difference!
Basic Customer Research - This service explores your organization’s basic customer attributes and metrics: demographics (age, gender, background and so on) and patronage data respectively. We also define the broad customer categories that have purchased goods and services from your business.
Customer Identification - We will create a profile of your customer from each of the broad customer categories from the customer research so we can focus on significant service activities that are most important that those customers.
Data Collection System Design - We will update or create what and the way your business collects information from its customer base so that we eliminate the guess work regarding customer sentiment, concerns and expected resolutions when issues arise.
Service Policy Evaluation - We will review the service policies that impact customer service and measure them against customer sentiment and concerns. An evaluation will follow that will indicate, conclusively, if those policies are impacting your business’s profitability positively or negatively. Recommendations will be included with the evaluation.
Program Structure Evaluation - Regardless of how long your customer service program was established, changes in consumer buying habits, communications technology, our economy and your industry make it necessary to evaluate your customer service program’s suitability for attaining superior success.
Workplace Culture Assessment - Even though most organizations make it a priority to be in compliance with all government regulations regarding a safe and productive workplace, other issues can affect the productivity of the workplace. We will engage the customer service employees, managers and support staff to identify any issues that might be impacting the workplace culture negatively.
Service Structure Evaluation - Where there is no formal customer service department or program in place, it is important that we lay the infrastructure for the eventual installment of one. The evaluation will include recommendations based on the vision, mission current business activity and business goals of the organization.
Information Collection Analysis - In order to adequately address customer concerns, it is paramount that we are collecting the right information, from the right places, at the right time and responding to those concerns in a timely manner.
Competence Assessment - This assessment will measure the quality of three variables based on patron feedback: the organization’s character, technical support and resolution performance. In this way, you will see for yourself how your customers are receiving your style of customer care.
Program Training Evaluation - Here, we find out if your training materials, protocols, resources and personnel are up-to-date, relevant, functional and competent. Every area is scrutinized for optimization. The evaluation will contain recommendations and benchmarks to be reached.
Service Strategy Evaluation - No two organizations are going to approach customer service is exactly the same way. That is a good thing. There are some quality indicators that must be consistent throughout the customer care process however. The Service Strategy Evaluation with find the areas that require further attention in terms of strategic planning so that the process is optimized.
Business Intelligence Insights - Businesses that are not taking full advantage of the relationships that their business information can reveal now have an opportunity to view this information for their customer service attributes and metrics. Business Intelligence can have a profound effect on the decision making that will elevate the quality of customer service success dramatically.
Program Resources Evaluation - Every customer service program has some room for improvement at some level. It might be in the training materials, how those materials are presented, the knowledge base or some other resource. We will find every possible area that impacts the customer service program and disclose the effect is having on the customer service operation.
Program Integration Evaluation - All components of the customer service program whether if its own department or part of another department must be intelligently integrated with all other departments that impact customer service. This evaluation will study the information flow into and out of the customer service arena for efficiency and effectiveness.
Flexibility Evaluation - The “Flexibility” evaluation is a documentation of organizational responsiveness with regard to customer feedback. Surprises in industrial trends, the business climate and in technology often require that organizations are able to make policy changes quickly in order to stay competitive. Although it is negotiable as to what requires immediate change, concise and focused customer feedback is an undeniable motivator for change. No organization needs to risk significant loss of patronage due to indecisiveness, red tape or poor communication.
Program Monitoring - Once the desired changes are in place for the improvement of your customer service program, we will offer program monitoring for the duration of the contract to validate that all is well. If other “unforeseen issues” should arise, you will be apprised of the information quickly so that they can be dealt with quickly.
Secret Customer Feedback - We offer intelligence gathering service that will keep your personnel “on their toes” so to speak. We can plant secret customers to check that protocols are being followed as required. Few organizations have the ability to verify all customer contacts so we will test the waters for you and report the results professionally and discreetly.
Secret Employee Feedback - The “smile” sheets from training participants who are new to the workplace and happy to have a new job often do not provide accurate indicators of training issues that might adversely impact the workplace culture, employee competence and eventual customer perception. We can include up to two (2) secret employees in a training class. They will uncover issues like these: Wasteful training practices, presentation shortcomings, exclusion of key materials, class control, policy communication issues and so on.
Service Area Descriptions
© Worldvoice Business Resources, Inc.
·Tier 1 - Start-up Business (16 months old or less)
·Tier 2 - Sole Proprietorships (Established)
·Tier 3 - Family Business (6 employees or less)
·Tier 1 - In initial Growth Phase
·Tier 2 - Stable/Stagnated
·Tier 3 - Expansion Phase
·Tier 1 - Business to Business
·Tier 2 - Business to Public
·Tier 3 - Business to Public/Business