The importance of knowing your “lived experience” Target Operating Model
A customer service target operating model (TOM) is a framework that outlines the specific operational processes, systems, and capabilities required to deliver excellent customer service. It provides a blueprint for delivering high-quality customer service, detailing how various service components should work together to achieve the desired outcomes. The TOM should outline how each channel will be used to deliver the desired outcomes, including how they will be integrated with other operational processes and systems.
Integrating multi-channel customer service into your TOM
Multi-channel customer service refers to the use of multiple channels, such as phone, email, chat, social media, and self-service portals, to engage with customers and provide support. By integrating multi-channel customer service into the target operating model, organisations can provide a consistent and seamless experience across all channels while leveraging the strengths of each channel to deliver the best possible service to customers.
A TOM that incorporates multi-channel customer service can help organisations meet customer needs and expectations more effectively while improving operational efficiency and effectiveness. For example, the TOM might define the protocols for responding to customer inquiries across different channels, such as the maximum response time for email inquiries or the types of issues that can be resolved through self-service portals. By doing so, organisations can deliver a consistent experience across all channels and allow customers to interact with them in the way that suits them best.
Overall, a well-defined customer service target operating model that incorporates multi-channel customer service can help organisations to deliver a high-quality service that meets the needs and expectations of their customers. By aligning their resources and capabilities with the desired outcomes, organisations can improve efficiency, reduce costs, and ultimately drive increased profitability and business success.
Measuring the success of your customer service target operating model
Several KPIs can be used to measure the productivity of a target operating model for customer service. These include:
- First Contact Resolution (FCR) rate measures the percentage of customer inquiries or issues resolved on the first interaction with a customer service agent. A high FCR rate indicates that the target operating model effectively resolves customer issues quickly and efficiently.
- Average Handle Time (AHT): This measures the average time taken to handle a customer inquiry or issue. A low AHT indicates that the target operating model efficiently handles customer interactions and that the customer service agents are well-trained.
- Customer Satisfaction (CSAT) score: This measures the level of satisfaction that customers have with the service provided by the customer service team. A high CSAT score indicates that the target operating model is effective in meeting customer needs and expectations.
- Net Promoter Score (NPS): This measures the likelihood of customers recommending the company to others. A high NPS score indicates that the target operating model is effective in creating positive customer experiences.
- Service Level Agreement (SLA) compliance: This measures the percentage of customer inquiries or issues that are resolved within a defined time frame. A high SLA compliance rate indicates that the target operating model effectively meets customer needs and expectations.
By monitoring these KPIs, companies can identify areas for improvement and ensure that their target operating model is productive, efficient, and effective in meeting customer needs.
Do you know your current baseline? Burford Solutions can help you with an Operational Health-check: https://burfordsolutions.com/services/
How do you assess the current performance of your Operational delivery? We can provide an independent health check from a commercial and operational perspective with a recommendation report of actions for your consideration. We prefer to execute the plan in collaboration with your business to ensure the outcomes we have identified can be realised and integrated into the operational DNA, thereby securing sustainable longer-term benefits.