SCC Services Group is proud of the association we have with our many clients. Over the years we have been engaged in a number of varying and challenging engagements. Below is a sampling of the successes that we shared with the companies we have been privileged to work with.

Click on the items below to expand and view more details.

QUALITY ASSURANCE – Retail Bank

Implement a Quality Assurance Program that improves the overall department’s internal scores and allows the company to meet customer expectations, enhance customer loyalty and reduce operating costs.

Challenges

Enhance customer service delivery and introduce Quality Assurance processes and procedures to build customer loyalty.

Plan

Conduct an audit process to validate the customer service and care promise that the company committed to their clients and define clients’ expectations.

Redefine the policies, procedures and processes and incorporate with the company’s expertise.

Approach
  • Aligning People and Structures:
    • Assessed the interdependencies between agent, supervisor, manager and trainer and quality assurance coordinator.
    • Conception of organizational structure, measurement, roles and tasks.
  • Building Readiness:
    • Prioritized initiatives in order to improve agent knowledge, drive customer retention, deliver service quality and enhance operating efficiencies.
    • Enhance the communication process across the teams.
  • Managing the Journey:
    • Measurement of the results of the implementation actions.
    • Involvement of the team in establishing new processes, setting communication goals and needs.
  • Developing Workforce Capability:
    • Define service and care requirements to be incorporated by recruitment, hiring, new hire orientation and training.
    • Team development with proactive coaching.
Delivered
  • Developed new QA process with measurement and evaluation criteria to measure customer satisfaction and knowledge base.
  • Cultivated a customer service and care focus on the floor by developing a “capture intelligence” mindset and delivering a tailored coaching and training program.
  • Achieved 100%+ Mystery Shop scores for nine (9) consecutive months and 13 out of 15 months vs. a previous high score of 82%.
Benefits
  • A customer service and care philosophy focused on quality that is the core foundation to management practices, the driver in defining measurement criteria and integrated into recruitment, training and culture development.
  • Continuous improvement procedures that can easily be tailored to customer’s requirements.
  • Knowledge exchange process to support customer focused best practice sharing and to reduce the learning curve.
  • Formalized communication process in the team and between quality assurance and training departments.
  • Transparency in customer service training and service delivery quality.

TELESALES PERFORMANCE – Telecommunications Company

Provide the mindset and tools to lay a foundation that enables change to improve overall sales performance while reducing agent turnover and increasing revenue streams.

Challenges

Create an environment that creates a highly energized inside sales organization and launch a strategic initiative to grow company revenues while ensuring its seamless adoption to being an integral part of the company’s culture.

Plan

Design and build an integrated approach to the recruiting, interviewing, hiring, on-boarding, training for a knowledgeable and highly motivated sales organization.

Approach
  • Aligning People and Structures:
    • Analysis of organizational structure and interdependencies.
    • Assess teams and departments on team effectiveness and interactions.
  • Building Readiness:
    • Aligned systems, process and behavior that focus on an assertive sales strategy.
    • Created awareness and support with internal and external communication.
  • Managing the Journey:
    • Measurement of the results of the implementation actions.
    • Involvement of team in setting goals for communication and content development.
  • Developing Workforce Capability:
    • Identification of development requirements and training needs.
    • Conception and development of training content, actions and measurements.
Delivered
  • Developed and rolled out an all-encompassing program that achieved an increase of 35% in monthly revenues.
  • Created an awareness and instilled the thought process on how the “right” people value themselves, believe in what they can accomplish, the impact they have on their colleagues, the customer and the business.
  • Supported employees in the practical application of new processes and tools.
Benefits
  • Knowledgeable, customer focused and motivated employees who are able to make more informed decisions at the point of customer contact to enhance their sales close ratios.
  • Increased utilization of inside sales organization.
  • Improvement in capturing customer information.
  • Enabled employees who find opportunities in the customer care concept to close more sales.
  • Delivered consistent customer service and care to the sales process that enhanced company revenues and agent retention.

AGENT ATTRITION – Financial Services Company

Provide the Customer Care philosophy and tools to lay a foundation that enables change to reduce agent turnover and bring greater customer loyalty while reducing operating expense.

Challenges

Create an environment that enables change and brings life to this strategic initiative along with the tools to support it and facilitate its seamless adoption to being an integral part of the company’s culture.

Plan

Design and build an integrated approach to the recruiting, interviewing, hiring, on-boarding, training, recognition and career development processes that allows cross-functionality while prioritizing operations.

Approach

Aligning People and Structures:

  • Analysis of organizational structure and interdependencies.
  • Assess teams and departments on team effectiveness and interactions.

Building Readiness:

  • Aligned systems, process and behavior that focus on a customer centric delivery.
  • Created awareness and support with internal and external communication.

Managing the Journey:

  • Measurement of the results of the implementation actions.
  • Involvement of team in setting goals for communication and content development.

Developing Workforce Capability:

  • Identification of development requirements and training needs.
  • Conception and development of training content, actions and measurements.
Delivered
  • Developed and rolled out an all encompassing program that achieved a monthly turnover ratio of less than 1.5% compared to a company goal of 8% and an industry average of 12.5%.
  • Created an awareness and instilled the thought process on how the “right” people value themselves, the impact they have on their colleagues, the customer and the business.
  • Supported employees in the practical application of new processes and tools.
Benefits
  • Knowledgeable, customer focused and motivated employees who are able to make more informed decisions at the point of customer contact in the interest of both the company and the customer.
  • Increased utilization of existing and new tools to input and interpret customer information.
  • Improvement in capturing quality customer information.
  • Enabled employees to find opportunities in the customer care concept and the tools developed to support it.
  • Delivered consistent customer service and care to the customers as a result of more experienced and stable workforce.
  • Reduced operating costs due to reduction in attrition.

CUSTOMER EXPERIENCE – Internet Travel Company

Enable the Customer Experience strategic goal: “Providing the right service, to the right customers, at the right time and at the right costs.”

Challenges

Consistency of information on a common platform to improve the customers’ experience at all points of interaction.

Plan
  • Develop an integration and migration plan that focused on operations in both call centers during the overlapping and hand-over periods.
  • Workforce management support tool implemented.
Approach

Aligning People and Structures:

  • Assessed the interface dependencies and evaluated information systems and sources.
  • Analysis of teams and departments on team effectiveness and interactions.

Building Readiness:

  • Communication process to support goals and action plans.
  • Aligned systems, process and behavior that focus on a customer centric delivery.

Managing the Journey:

  • Measurement of the results of the implementation actions.
  • Involvement of team in setting goals for content development and accountability.

Developing Workforce Capability:

  • Identification of development requirements and training needs.
  • Enabled employees to ensure consistency in communication with the customer.

 

Delivered
  • Redefined categories to align with interface processes and requirements.
  • Aligned, developed and tailored content for audience (Customer, Agent, Reporting and Measurement).
  • Integrated information onto a common platform.
  • Implemented a process for quality assurance and maintenance/updating for all interfaces.
  • Formalized and documented contact handling procedures and business rules.

 

Benefits
  • Process enhancements that facilitated the management of an increasing customer base while improving effectiveness.
  • Ease and speed of access to information sources reducing the costs per purchase and handle time per contact.
  • Consistency in communication with the customer.
  • A common knowledge of policies and procedures.
  • Service professionals who are able to make more informed decisions at the point of customer contact in the interest of both the company and the customer.
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