Customer Service Operating Model Review
Check how service is organised against promises.
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Review customer service. Channels, hours, team structure and tools: [SERVICE_MODEL]. Customer promises: [PROMISES]. Volume and response data: [SERVICE_DATA]. Compare promises with performance, calculate the share of contacts answered within target, check handoffs and escalations, and identify bottlenecks. Look at cost per contact if figures are given, with arithmetic. Return a table of findings with severity, three quick wins and three structural changes, and a measurement plan. Add a worked scoring of the service model: promises vs performance. Promise first reply in four hours; actual median 5.5 hours; 62 percent within target (310 of 500 contacts). Contact cost 6 per contact. If a better help article cuts 100 contacts a month, saving 600. Show how the calculation changes with different assumptions. Add a table of channels with volume and cost, and a staffing check. Add a worked staffing check with invented figures: 1,200 contacts a month at 10 minutes each is 12,000 minutes, which is 200 hours; one person with 30 productive hours a week gives about 120 hours in a four-week month, so 200 divided by 120 is about 1.7 people before any buffer. Repeat the calculation with my figures, show hours needed against hours available, and note peaks by hour. Add a handoff review: how many contacts are transferred, and how often customers must repeat themselves.
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