CS Operations
At Momentum Trading & Consulting GmbH, our Customer Service (CS) Operations are engineered to maximize productivity, enhance customer experience, and drive efficiency through advanced AI integrations. We provide a holistic approach to CS management, ensuring that your operations are streamlined, scalable, and capable of delivering exceptional customer service.
Our Services
CS Processes
We help you set up robust Customer Service (CS) departments, either internally or by creating outsourcing centers with third-party providers. This approach reduces your dependency on HR recruiting and allows for faster responses to fluctuations in inbound and outbound query volumes. We focus on optimizing shrinkage and implementing effective capacity and workforce planning strategies, ensuring that your customer service operations remain agile and responsive to changing business needs. Decrease your fix and hiring cost.
CS Technical Foundation& AI Integration
Building a solid technical foundation is crucial for modern customer service operations. We evaluate and optimize your Customer Relationship Management (CRM) systems and define the inbound and outbound channels you use. By implementing AI-driven solutions, we help deflect tickets, reduce manual work, and improve response times, all while enhancing customer lifetime value. Our approach ensures that your customer service operations are not only efficient but also scalable and future-proof.
Customer ServiceDay-to-Day Operations
Our goal is to create a strong, metric-driven customer service center for your business. We define the right metrics to measure success, such as Average Handling Time (ATH), Customer Satisfaction (CSAT), and the top 10 customer queries. We establish daily reporting structures and performance monitoring systems to keep your team aligned and focused. Additionally, we help you identify your A, B, and C team players to ensure that your customer service operations are performing at their best. Decrease your cost per average ticket solved.
CS Transformation
In fast-growing companies, customer service challenges can quickly escalate. We specialize in firefighting these issues on the ground, offering immediate, hands-on solutions to stabilize and transform your CS operations. Whether it's dealing with sudden volume spikes or addressing systemic inefficiencies, we come in, assess the situation, and implement the necessary changes to get your customer service back on track. Our experience in turning around CS departments ensures that your business can continue to grow without being held back by customer service bottlenecks.
