Customer Service Quick Audit and Strategic Consulting
The task
A mid-sized company’s customer service handled hundreds of daily inquiries across multiple channels, but frequent customer complaints, internal overload, and slow response times were common. The client sought a more transparent and efficient operation, supported by an external expert perspective.
Our approach
- Project team setup – The consulting process was led by a dedicated Protocall project team covering HR, technology, operations, and process development areas.
- 5-day quick audit – Using both onsite and online methods, we assessed the current operation: human capacity, technology stack, KPI system, reporting practices, and customer communication quality.
- Interviews and data analysis – Interviews with key personnel and analysis of call and case-handling statistics helped identify operational bottlenecks.
Our recommendations and implementation
- Detailed audit report – We prepared a clear, department-level analysis based on the audit results.
- Priority-based action plan – Recommendations were prioritized (levels 1–2–3) to ensure the most impactful actions were addressed first.
- Implementation support – Level 1 actions were executed jointly: introducing new processes, redefining roles, and redesigning KPIs.
- Ongoing support – We remained active during the implementation phase through consulting, training, and leadership coaching.
Results within 6 months
- +23% improvement in first contact resolution rate
- Reporting time reduced by 50% (with automated templates)
- Complaint resolution time dropped from 25 days to under 10
- Workload on customer service staff noticeably decreased, improving internal satisfaction
- Communication between management and front office became more efficient
What did the client experience?
“We didn’t just receive an audit – we got an actionable plan that Protocall helped us implement from start to finish. The project team’s presence from day one ensured that every area received the attention it needed.”