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Customer Support Consulting Services

transcosmos offers PDCA consulting services based on data analysis which improves our clients’ call center operations and customer satisfaction.
transcosmos supports the following operations; customer satisfaction survey, call monitoring, call center training, preparation of operational documentation, and non-voice support processing. transcosmos also supports clients’ strategic planning and business improvements leveraging its know-how in call center operations and research & analysis.

Customer Support Consulting Services

Performance Evaluation (Inbound)

Offer a call center reform road map, which is well balanced in customer and corporate perspective as well as revenue efficiency and business growth, for further expansion of contact points with customers.

Performance Evaluation (Outbound)

Offer a call center reform road map, which is well balanced in customer and corporate perspective as well as revenue efficiency and business growth, for further expansion of contact points with customers.

Customer Satisfaction Survey & Mystery Call

Clarify the correlation between improvement priorities and revenue by regression analysis based on the call center customer satisfaction (CS) and its reason for the results. Also, our mystery shoppers can act on behalf of our client’s customers and evaluate the service quality by comparing with competitors.

Quality Assurance Training

Offer training support for improving service quality by preparing training materials, creating operational tools, and outsourcing our agent as an instructor or instructor development.

Call Monitoring & Individual Performance Evaluation

Monitor clients’ service quality with customized criteria tailored to their business characteristics based on our original customer response metrics and provide individual performance evaluation through our local staff or a voice message.

Operational Documentation

Provide support for documentation of basic call center operations (e.g. script, log file, evaluation form, FAQs, and employment test).

Human Resource Development

Provide support for developing human resource management systems such as quality assurance (QA), human resource evaluation criteria for medium-to long-term development and career path planning.

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