6 Steps for Successful Customer Support Consolidation
April 12, 2017
April 12, 2017
If you’re considering consolidating local customer support into a more efficient, centralized service, you’re probably on the lookout for successful consolidation strategies. After all, smooth transitions aren’t easy — they need a lot of careful planning.
While the consolidation process can cause chaos in an organization, the right plan can prevent and mitigate that. These internal strategies are necessary to avoid disruption to the external customer experience.
Experience tells us there are six steps vital for successful consolidation:
This is the first step in assessing the need for consolidation. Use careful analysis to determine which parts of the current setup work — and which parts need to be changed.
It’s important to get local stakeholders on board with the transition, which is a sound strategy for maintaining high standards where they already exist. You’ll also experience less internal resistance and achieve a faster and more successful consolidation, which is best for customers, employees, and the company’s bottom line.
While the goal of consolidation is consistency, one-size-fits-all approaches won’t work during the transition period. Country managers may have existing contracts with local vendors that need to be honoured. Meeting these obligations isn’t just the right thing to do — leaving them unfulfilled can hurt your brand’s reputation, breach local regulations, and make it hard to maintain or grow market share.
You’ll need agents who are experienced and qualified. Sticking with customer service representatives who already know your products and business processes is a great strategy, where they are willing to relocate, and can establish a nucleus around which to build the new support service.
This step is a continuous one that lasts well beyond the initial transition period. It can be accomplished through establishing:
Successful consolidation requires some serious planning and investment, but it pays off in terms of business improvement. When properly implemented, contact center consolidation will save your business money while improving the customer experience.