How to Manage Customer Experience in SSC/BPO? ®

• Current situation:

SSC sized 100FTEs is operating 2 years in Poland. Processes: PTP, OTC, RTR, servicing Europe in 13 languages. Standardization processes has been accomplished on SSC side. SSC has well documented processes, lean project is in planning phase. SLAs after learning curve are “green” on continues base

• Challenges:

Although Accuracy and Timeliness are in the line with initial expectations, Internal Customers are highly dissatisfied with SSC service. In consequence: SSC experiences significant escalations, attrition raised from 20% to 30%, staff on both sides is dissatisfied. Cost of functioning SSC increased about 20% on y-o-y basis cannibalizing standardization effect. Further processes are stopped to be transitioned until trust to the Center is recovered. General Manager of SSC is about to leave.


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