Effective and efficient customer service has a critical impact on customer acquisition, retention and cost management. Service operations that are tailored to the needs of key customer segments–while balancing quality and cost objectives–play an integral role in any company's success. We help define the target customer experience, translate it into operational requirements, and ensure consistent service delivery across channels in the most cost effective way. Our work helps companies jumpstart a cycle of increased employee satisfaction, improved service quality and improved customer loyalty that impacts both the top and bottom line.
Bain offers a range of service operations programs in field service, call centers, self-service, branch operations and network design. Our programs include volume management across channels, and optimization of channel operational performance, including footprint design, call routing, staffing and scheduling, field service dispatch and part inventory management, among other areas.
We rely on a broad set of tools to achieved target results, including complexity reduction, process re-design and Lean Six Sigma. We have a proprietary model to drive employee engagement programs anchored on employee segmentation and high velocity learning loops–which at the core of our employee engagement programs, and combined with aligned incentives help to unlock significant value through discretionary performance, resulting in lower costs, higher revenues, better service and more loyal customers.
Through service operations programs, our clients achieve on average 15 percent to 30 percent increase in productivity and five percent to 10 percent increase in service quality.
