The Caring Company introduces:
the Contact Framework for an appropriate customer contact strategy that does work
Are you ready for successful customer contact?
Customer Contact Strategy Models with your roadmap to success – according to the unique method of the Netherlands’ customer contact expert!
Many SMB organizations lack a good customer contact strategy. You want a team that performs well, customers who are satisfied, and a department that doesn’t go out of business in terms of costs. But the practice is often different:
- Customer contact is too expensive.
- Customer satisfaction lags.
- Employees drop out or get stuck in details.
- The management has no grip on the department.
You know things need to change, but where do you start? You need a clear approach that fits your organization.
That’s why I developed the Contact Framework.
Customer contact strategy
What is the Contact Framework?
The Contact Framework is my personal formula for success to make customer contact workable, scalable and appropriate with an appropriate customer contact strategy.
Born out of my experience as a (end) responsible manager within customer contact and as a consultant at The Caring Company, where I helped countless SME organizations that got stuck in customer contact.
It combines vision, strategy, tactics and operation into one cohesive model. So that you don’t get stuck with separate initiatives, but have a total solution that really works.
Moreover: consultancy quality, but faster and accessible to SMEs.
The basics? Eight Customer Contact Strategy Models, one of which will always fit your organization.
customer contact strategy
Hi! I'm Cynthia!
I know everything you need to know to make customer contact successful. Awarded Manager of the Year 2021 by the Customer Contact Management Association. Known from Ziptone – 100% customer contact and National Customer Contact Week.
I help companies improve their customer contact as a consultant, process optimization expert, strategic sparring partner and mentor.
I understand your challenges and know the solution!
Benefits of working with me:
More peace, less hassle
You don't have to fix customer contact yourself no more. No ad hoc firefighting or endlessly pulling people. You keep the overview - I take care of the rest.
Confidence in your operation
You know: the team is solid, processes are right and KPI's are moving in the right direction. No more surprises: full in control.
Proud of your team
Finally, a customer contact organization you can build on - and one you can be proud of. You have created something that works and suits you.
Get to know the Contact Framework?
Your customer contact strategy in 4 steps
Start with your strategy call
First get acquainted! Then we can discuss which worries are keeping you awake and which you would like to have solved. And who is the right partner for this. The Caring Company has an extensive network of partners who have a solution for every challenge within the customer contact domain. Guaranteed.
Discover your Customer Contact Strategy Model
You fill out an assessment, which takes about 20 minutes. Not only you, but also other stakeholders from the organization fill it out. This way we get a good picture of which Customer Contact Strategy Model fits your company.
Determine your starting point
A second assessment reveals where the organization is now. Are you far from your ideal Customer Contact Strategy Model, or are it a few small steps? You can read this in the advisory report with recommendations. Concrete steps within the following 6 areas: - Strategy and Challenges - SLAs and KPIs - Channels and Opening Hours - Staffing and Recruitment - Localization and Languages - Roles and Team Structure
Getting started!
With the concrete recommendations, you can get started right away. Or well, your team can. You can put your focus where it's really needed. The customer contact team can proceed independently.
Customer Reviews
FAQ's
Who is the Contact Framework suitable for?
The Contact Framework is for organizations that need clear direction in customer contact. Whether you are just starting out, are growing rapidly or want to reconsider existing choices: we help to make strategic choices. The program is suitable for both customer contact managers and board members who want to work together towards a supported vision.
What exactly does the Contact Framework consist of?
The Contact Framework consists of three layers: Compass, Navigator and Orchestrator. You always start with Compass, which lays out a clear vision and strategy for your customer contact team. The foundation! Then you can continue with Navigator (for the tactical decisions) and Orchestrator for the operational finesse.
What packages are there?
With three packages, there is always an investment in terms of time, money and effort that suits you. Choose Basic for the quick & easy approach. Complete is more comprehensive and with Deluxe you can sit back and let go of all your worries.
What do the Basic, Complete and Deluxe pathways look like?
Specifically, what can I do after Contact Compass?
After Contact Compass, you know exactly what strategic choices you need to make to organize customer contact appropriately. You will have a complete vision document and blueprint, concrete advice on team, channels, KPIs and processes, and a story that you can use towards management or shareholders. This gives you a solid foundation on which to build.
How much time does it take us as an organization?
Completing the assessment takes about 45-60 minutes per person. We then schedule (online) sessions to discuss the results. Most of the time is spent on the analysis we do – so you don’t have to go through lengthy internal processes. This keeps it manageable alongside your daily work.
Who should complete the Assessments?
There are two different assessments: Assessment 1 and Assessment 2.
In Assessment 1, the organization is measured on the dimensions People, Processes and Pennies. We recommend having at least the customer contact manager and someone from the board (e.g. COO, CEO or operations manager) participate. Depending on the package, team leads, stakeholders or employees from the customer contact team can also join. This way we ensure that the outcome is widely supported within the organization.
Completing Assessment 2 maps the current operation and identifies the gaps between current and ideal model. This assessment is usually completed or coordinated by 1 person. Often this is the customer contact manager.
What if we already have a customer contact strategy?
Even then, Contact Compass is valuable. We take a critical look at your current course, identify any blind spots or bottlenecks, and help you to re-evaluate your choices according to your organization, market and growth ambitions. This way you can be sure that your strategy is still correct and future-proof.
What are the workshops or sessions?
Packages Complete and Deluxe include one or more sessions or workshops. These are customized sessions to fit the organization’s needs. The duration is one half day (4 hours). Workshops or sessions are also available for Basic – at additional cost.
Is there a detailed breakdown of the contents for each package?
| Basis | Compleet | Deluxe | ||||
|---|---|---|---|---|---|---|
| Dé Basis Blauwdruk Voor Jouw Klantcontact | Jouw Persoonlijke Routekaart Naar Succes | 1:1 Begeleiding En Coaching Voor Succesvolle Implementatie | ||||
| Type | ||||||
| Wat is het model wat bij ons past? | ✔️ | ✔️ | ✔️ | |||
| Waar staan we nu ten opzichte van dit model? | - | ✔️ | ✔️ | |||
| Hoe kunnen we implementeren? | - | ✔️ | ✔️ | |||
| Uitbesteden van implementatie | - | - | ✔️ | |||
| Usecases | ||||||
| Strategie check | ✔️ | ✔️ | ✔️ | |||
| Nieuwe afdeling opzetten | ✔️ | ✔️ | ✔️ | |||
| Bestaande afdeling verbeteren | - | ✔️ | ✔️ | |||
| Twee afdelingen samenvoegen | - | - | ✔️ | |||
| Reorganisatie | - | - | ✔️ | |||
| Assessment 1: Direct inzicht in ideale Klantcontact Strategie Model | ||||||
| Resultaten op People, Processes, Pennies | ✔️ | ✔️ | ✔️ | |||
| Aanbevolen Klantcontact Strategie Model | ✔️ | ✔️ | ✔️ | |||
| Toelichting aanbevolen model | ✔️ | ✔️ | ✔️ | |||
| Voorbeeldbedrijven | ✔️ | ✔️ | ✔️ | |||
| Algemene aanbevelingen per module | ✔️ | ✔️ | ✔️ | |||
| Domein: SLA's & KPI's | ✔️ | ✔️ | ✔️ | |||
| Domein: Rollen & Team Structuur | ✔️ | ✔️ | ✔️ | |||
| Domein: Personeel & Recruitment | ✔️ | ✔️ | ✔️ | |||
| Domein: Kanalen & Openingstijden | ✔️ | ✔️ | ✔️ | |||
| Domein: Localisatie & Talen | ✔️ | ✔️ | ✔️ | |||
| Extra module: AI | ✔️ | ✔️ | ✔️ | |||
| Keuzehulp: Uitbesteden | ✔️ | ✔️ | ✔️ | |||
| Domein: Strategie & Uitdagingen | - | ✔️ | ✔️ | |||
| Domein: Basis, Prestatie en WOW factoren | - | ✔️ | ✔️ | |||
| Assessment 2: Huidige Operatie vs Ideaal Model | ||||||
| Gap analyse | - | ✔️ | ✔️ | |||
| Gepersonaliseerde aanbevelingen per module | - | ✔️ | ✔️ | |||
| Benchmarks | - | - | ✔️ | |||
| Assessment 2 data entry | ||||||
| Handmatige invoer | ✔️ | ✔️ | ✔️ | |||
| Bestand upload | ✔️ | ✔️ | ✔️ | |||
| Begeleiding bij invoer | - | - | ✔️ | |||
| Implementatieplan | ||||||
| Gepersonaliseerde aanbevelingen per module | - | ✔️ | ✔️ | |||
| Tool voor implementatie | - | ✔️ | ✔️ | |||
| Uitvoering van implementatie | - | - | ✔️ | |||
| Resultatenbespreking | ||||||
| Online intakegesprek | ✔️ | ✔️ | ✔️ | |||
| Online resultaten bespreking | ✔️ | ✔️ | ✔️ | |||
| Datavalidatiecall na Assessment 2 | - | ✔️ | ✔️ | |||
| Resultaten bespreking op locatie | - | - | ✔️ | |||
| Strategische evaluaties implementatie | - | - | ✔️ | |||
| Evaluaties | ||||||
| 1 evaluatiemoment | - | ✔️ | ✔️ | |||
| Maandelijkse evaluatie | - | - | ✔️ | |||
| Langetermijn evaluatie | - | - | ✔️ | |||
| Workshops | ||||||
| Mogelijk tegen meerprijs | ✔️ | ✔️ | ✔️ | |||
| Inclusief 1 workshop of sessie | - | ✔️ | ✔️ | |||
| Inclusief 2 workshops of sessie | - | - | ✔️ | |||
| Support en begeleiding | ||||||
| ✔️ | ✔️ | ✔️ | ||||
| Telefonisch | ✔️ | ✔️ | ✔️ | |||
| Videocalls | - | ✔️ | ✔️ | |||
| - | - | ✔️ | ||||
| Op locatie | - | - | ✔️ | |||
| After Care | 1 maand | 3 maanden | 6 maanden | |||
Let's go!
Ready to set up your customer contact strategy? Good! I am incredibly looking forward to embarking on this journey with you.
Book your strategy call right away!