Effectively developing and delivering quality Support Services has become a critical component for success. For many Support Services leaders however, technology disruption, changing client support patterns, new forms of competition, labour issues, and more add up to a challenging environment for the business of support services.
For an existing support services operation, RTM Consulting uses deep consulting expertise to compare and contrast your Support Services operation with industry best practices and results. Equipped with these valuable insights, RTMC can help you build an appropriate solution to a particular business problem, or an operations-wide business transformation plan to help your Support Services operation become best in class and accelerate time to value.
Some ways RTMC can help you are as listed below:
- Determine the right support strategy and develop clear and effective support charters
- Create a financial model aligned with the support services charter
- Advise or assist with needed business transformation
- Determine the right investments, infrastructure, and tools to support the process
- Build an effective and efficient operational model
- Make your organization more agile to meet your ebbs and flows of your customer demand
- Create a reporting plan to communicate the importance of Support Services to the company and customer executive team
- Establish the leadership and governance needed to ensure ongoing success
Our Services
Workforce Management:
Do you get full value out of your employees, even after hours? Are they in the right place at the right time? Click here for more details
Knowledge Management:
Are your agents able to quickly and consistently answer known issues globally? Click here for more details
Revenue Growth & Protection:
How can you use Support Services to grow and retain revenue! Click here for more details
Contact Channel Management:
Are you able to get your customers to the right channel at the right time? Are your channels cost effective? Have you enabled self-help capabilities? Click here for more details
Customer Centricity:
Are you and your customer on the same page? Are you measuring items that are important to them? Click here for more details
Global Health Check:
Does your customer get a consistent experience regardless of where their call is answered? Click here for more details