Optimizing the Call Center with a Customer-Centric Focus
Operating call centers is a complex and costly activity.
The possibilities of automation and the use of AI help and create opportunities to be captured.
The future will remain complex and hybrid, combining automation, AI, and human resources.
There will be no path to optimizing customer satisfaction, operational performance, and costs that does not involve organizing processes with customer needs at the center.
Customer service and/or sales activities through call centers are diverse due to the variety of businesses and product and service offerings.
In addition to this dimension, customer segments present different perceptions and value attributes in a heterogeneous way.
Understanding these customer perceptions and needs allows us to structure operations in an optimized manner across multiple dimensions (number of workstations, systems, processes, etc.).
Aligning operations with a customer-centric focus, when supported by an appropriate management model, enhances the benefits.
Standardized KPIs, performance-based traffic management, and transparency among suppliers are examples of actions that generate significant and rapid gains.
BFG supports the entire process – from understanding customer needs and perceptions to implementing the management model.
Get in touch and optimize costs and customer satisfaction.
Frederico Barbosa
Co-founder / Sr. Partner at BFG Consult Engineer graduated from UFMG, with an MBA from INSEAD (France). Extensive experience in management consulting, with a strong track record across multiple industries and geographies. I help companies overcome challenges and achieve tangible results by driving revenue growth, improving commercial and financial performance, enabling expansion into new markets and offerings, and enhancing customer satisfaction.