I help you lower employee turnover, decrease absence rates, and regain control over your staffing costs by implementing a sustainable customer contact strategy.
(ultimately) responsible for a customer contact department, you want your
department to function efficiently and effectively. Not only will you ensure
satisfied and loyal customers, but you can also improve your offer permanently
based on the input of customer complaints.
What you run into, however, is that the customer contact department is not functioning adequately. The processes are chaotic and messy. There are (unnecessary) backlogs and lots of manual work. You see that this affects both customer satisfaction and customer outflow.
At the same time, you also see that this affects how the team works together. You want your team to do the work with satisfaction and enjoyment, but instead, you are faced with high or long-term absenteeism and high turnover, which prevents the quality of the team from rising to a higher level. You lack the proper knowledge and expertise within the organization to solve this problem sustainably. What you need is personal advice from a professional who helps you in practical steps with a long-term strategy. A professional who helps you achieve concrete results and has an eye for what people need to achieve results together with pleasure and satisfaction.
I will help you with a long-term strategy to make your customer contact department shine in all areas.
Since 2006, I have helped several national and international million-dollar companies to improve their customer contact departments. Brands I have worked with include Flinndal, MessageBird, NMBRS, BESTSELLER, Talpa Network, and Budget Thuis, where I implemented various changes in leadership, team dynamics, processes, and methodologies.
2021, the Customer Contact Management Association (CCMA) awarded me Manager of the Year.
In late 2022, I founded The Caring Company, where I help companies improve their customer contact teams by implementing sustainable changes.
In improving customer contact teams in terms of
leadership, team dynamics, processes and practices.
In 2021, the Customer Contact Management Association (CCMA) awarded me Manager of the Year.
My collaborative partners see me as highly accessible and committed to getting the best out of your team.
What can you expect when we start working together?
1: Clear Goals.
In an initial conversation, we map out what you consider to be the most significant bottlenecks, and what results you would like to achieve.
2: Qualitative deep-dive.
Next, I'll explore the employees, stakeholders, and processes. This way, I quickly get a picture of what's going on in terms of leadership, processes, motivation, satisfaction, and customer experience.
3: Let the data speak.
Now it's time to find out what the numbers tell us, and how this fits with the qualitative findings. I identify trends and anomalies and find the greatest potential for improvement.
4: Advisory report.
Based on the analysis of all the information, I will create a clear advisory report with recommendations on what is needed to achieve your desired results. These recommendations are data-driven, based on (scientific) research, or presented as a business case.
No idea how to implement them? No problem, that will also be covered by the report.
5: After Care.
To ensure a good result of the process, I am available for sparring, coaching, or mentoring for 45 minutes a week until 3 months after delivery of the advisory report. For example, because you still have a question. Or maybe you like to support the manager or supervisor(s) of the department with coaching.
the end of the Consultancy Program, you will have a complete advisory report
that clearly describes the weaknesses in your customer contact operation,
supported by data;
You know exactly what is needed to achieve your desired results;
You can achieve concrete improvements in customer satisfaction, turnover, absenteeism, and costs around your customer contact team;
You have tools and insights to lead your customer contact team forward with success;
The process is safeguarded through 45 minutes of coaching, sparring or mentoring sessions per week, up to 3 months after delivery of the advisory report.
sustainable customer contact strategy that achieves your goals within 3-6 months;
✔︎ Hybrid support, both from your location and remote;
✔︎ Always customized, always transparent about investment and results
✔︎ Weekly 45 minutes After Care sessions for your organization for sparring, coaching, or mentoring
You can take the consultancy track with or without interim management services. If you need help managing the team, I can support you in various ways, for example, by coaching the manager(s). I can also help find the specific leadership profile that fits the team's needs, by drawing up a profile, reading along with vacancy texts, or recommending professionals from my network. Would you like to combine an interim position with the Consultancy Program? Please feel free to book your match-call to talk about your personal needs.
You can choose to receive advice only, but what if you cannot implement the changes yourself? We have solutions for that, too! There are changes that I can implement and carry out for you myself. For example, when it comes to process changes within the department. Is external help needed, for example, from outside the team or the company? Then I can help by leading or directing the process. Or by finding the right specific expertise within my broad network.
does the work take place?
I can work at your location or from my own office. This is by agreement and depends on what it takes to complete the Consultancy Program. Special requests regarding location (within the Netherlands or worldwide) can be discussed prior to the start of the Program.
I can also engage with employees and review data on my own. What makes it different that you do this?