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Service Operations

Service Operations

Balance quality, cost and revenue objectives as you delight customers and motivate employees



We specialize in designing and developing efficient and effective customer service operations that support customer acquisition, retention, cost management and profitability. We combine deep expertise in advanced analytics with superior design capabilities to move quickly from prototype to full-scale deployment. We’ve helped hundreds of companies solve a multitude of service-related problems, including reducing unnecessary work volumes, improving first-time rates, placing the right person with the right job, reshaping capacity requirements, developing staffing models, radically redesigning for fast and flawless episodes, and more.

Bain Partner Jeff Melton explains our high-velocity performance system.

Client Results

Client Results


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We help global leaders with their organization's most critical issues and opportunities. Together, we create enduring change and results