Cofiroute USA 38 Discovery, Suite 250
Irvine, California 92618
(949) 754-0198 Phone
(949) 754-0199 Fax
Customer
Service Solutions
Cofiroute's goal is to ensure that our clients' facilities operate at World
Class levels. To insure this World Class level, Cofiroute's Certified
Service Team conducts a thorough and rigorous review and audit of all client
facilities. Once the audit has been completed and the changes have been
implemented; Cofiroute will certify the client service centers with Purdue
University's "Center for Customer Driven Quality". This certification
signifies that you are maximizing efficiencies and offering a very high
quality of service to your customers while achieving bottom line results.
Back office Processing
Interview Project Manager, Processing Manager and key back office personnel.
Review employee training, turnover, compensation and incentive plan.
Evaluate pay for performance balance.
Review Operations and Procedural Manuals
Review CSC/VPS incoming mail activity.
Review Processing response times
Review workflow, tracking mechanisms and reporting
Review final report with key individuals.
Customer Service Centers
Interview employees including Audit Project Manager, Call Center Manager,
Customer Relationship Personnel to review goals and objectives.
Conduct Asset and Liability Analysis.
Conduct an in depth effectiveness evaluation including 1st call resolution,
customer retention and customer satisfaction measurements.
Review External Customer Metrics including Focus Groups, Surveys and
Interviews.
Review E-Performance processes and knowledge including access channels, web
service, email, voice & email broadcast.
Review final report with key individuals.
Review employee training, turnover, compensation and incentive plan.
Evaluate pay for performance balance.
Review Operations and Procedural Manuals
Review IVR performance, Call Center Performance and Call Routing.
Review and analyze Call Center Efficiency; Cost per Call, Performance
Leakage.
