ICSA CEE -1
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The document discusses the ICSA Customer Service Assessment Program which helps organizations improve customer experience through assessments of their people, processes, technology and methodology. The program identifies areas for enhancement, provides a roadmap for continuous improvement, and certifies organizations upon implementing recommendations. Benefits include improved customer service, cost reductions, and public recognition.
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Service blueprinting involves mapping customer service processes through flowcharts. It shows the customer experience and identifies potential failure points. Blueprinting a restaurant involves a three-act structure: introduction, delivery of food/drinks, and conclusion. Setting standards and targets allows measurement of customer satisfaction. Redesigning service processes can reduce failures and increase productivity. When customers co-produce services, their level of participation and psychological factors must be considered. Self-service technologies also require management of customer reluctance to change and ensuring systems are reliable and easy to use.
ARMS_Corporate Presentation
ARMS Group provides CRM solutions and corporate training. It was founded by S.Murali and Anand M., who have extensive experience in customer relationship management, enterprise resource planning, and business education. ARMS offers CRM implementation, sales and marketing automation tools, and customized training programs in ERP systems like Microsoft Dynamics and SAP. It partners with technology companies like Zoho and Capillary to deliver full-stack CRM solutions. ARMS aims to help clients transform their business processes through CRM optimization and skills development.
Corporate Presentation
FAB Infosolutions LLC is an outsourcing company with offices in India and the United States. It provides business process outsourcing and knowledge process outsourcing services including customer care, back office services, mortgage and title processing. It has over 4 years of experience working with clients worldwide and maintains high standards for quality, security, and compliance.
Corporate Presentation
FAB Infosolutions provides business and knowledge process outsourcing services such as customer care, mortgage and title settlement from facilities in India and the United States. It has over 4 years of experience working with clients worldwide and follows quality and security best practices. FAB Infosolutions can help clients scale operations efficiently while reducing costs through its outsourcing model.
QPR Quality Management Solution
This document discusses process documentation and management of an organization's management system capabilities. It describes the company's goal of transforming customers into dynamic, effective, and pioneering business partners in the modern competitive environment. It then discusses how the QPR quality management solution can help organizations achieve ISO 9001:2015 requirements by providing efficient documentation and collaboration, supporting quality monitoring and risk management, and clearly linking quality management to organizational strategy.
SWAPNIL SINGH Resume
Swapnil Singh is a Customer Service and Operations Management professional with 9 years of experience seeking a challenging role. He has extensive experience managing operations, customer service delivery, customer relationships, training and development, and teams. At his previous role at Flipkart, he improved first call resolution rates and reduced repeat calls and customer escalations through various projects. He is skilled in process improvement, resource management, and achieving goals and customer satisfaction.
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【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
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ICSA CEE -1
- 1. C ustomer E xperience E xcellence Customer Service Assessment Program
- 2. ICSA Initial Meetings In-Depth Assessment Interview Stakeholders Results Our Process
- 3. Your Roadmap for Service Excellence Efficiency & Recognition ICSA-TC Certified Customer Service Assessment Program
- 5. People Processes Technology Methodology Customer Experience Areas of Focus
- 6. Human Resources ICSA Recruitment Training Schedules Skill Maps Skill Inventory Knowledge PEOPLE
- 7. ICSA Processes Call Flows Work Flows Quality Assurance Customer Satisfaction Escalation Forecasts Business Continuity
- 8. ICSA Technology Virtual ACD Call Logging IP Technology CRM E-mail Chat Skills Based Routing Remote Agents Document Management
- 9. Methodology ICSA Service Levels First Call Resolution GOS Abandon ASA Blockage Quality Assurance Sales Collections Customer Satisfaction and Loyalty
- 11. Deliverables ICSA Certification and Recognition Road map for ongoing continuous improvement Prioritizing and Implementing Change Close gaps and improve service and efficiency Gap analysis vs. Leading Benchmarks A base line to effectively measure future improvements Workable solutions Objective third party view of your CS operations Improve service in the short and long term
- 14. ICSA
Editor's Notes
- Depth and breadth of assessment in each element may be customized to address unique needs of the client
- An objective third-party perspective of your CS operations Helps organizations seeking outsourced services identify best in class providers Strategies for improving service short and long term Information and workable solutions to remove obstacles to peak performance and garner savings A base line to effectively measure future improvements Detailed gap analysis vs. leading benchmarks Actionable recommendations to close gaps, improving service and efficiency Tools to assist in prioritizing and implementing change Road map for ongoing continuous improvement Certification and recognition
- Public recognition of your organization by ICSA - website, media releases, conferences, October Gala event, workshops and various other media channels Knowledge transfer - by learning from the experience and best practices of other call centres Potential for significant operational cost reduction Focused and aligned customer service strategy throughout the organization Improved service as a result of the recommendations from the assessment Feedback from customers on their service satisfaction Corporate membership to the ICSA Discounts to events Participation on Executive Council