Consultancy customer contact strategy

I help you lower employee turnover, decrease absence rates, and regain control over your staffing costs by implementing a sustainable customer contact strategy.

Do you want to improve the results of your customer contact team?

As (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.

That is what I help you with.

What would it mean for you and your team if you...

✔︎ Reduced turnover, absenteeism, and personnel costs?
✔︎ Ensured the team collaborates with joy and satisfaction to achieve goals?
✔︎ Systematically increased customer satisfaction while reducing unnecessary contact moments between the customer and your organization?

I will help you with a long-term strategy to make your customer contact department shine in all areas.

Hi! I am Cynthia: expert in leadership of customer contact teams.

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.

In 2021, the Customer Contact Management Association (CCMA) awarded me Manager of the Year.

In late 2022, I founded The Caring Company and have been advising companies to make sustainable changes to improve their customer contact teams.

The Caring Company klantcontactsttrategie

Manager of the year

In 2021, the Customer Contact Management Association (CCMA) awarded me Manager of the Year.

17+ years of experience

In improving customer contact teams in terms of leadership, team dynamics, processes and practices.

Committed and accessible

I am highly accessible and committed to getting the best out of your team.

Consultancy Program Customer Contact Strategy

What can you expect as 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 is going on 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. Aftercare

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.

What do others think of The Caring Company?

What are the results of the Consultancy Program?

✔︎ At 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 related to your customer contact team.
✔︎ You have tools and insights to lead your customer content team forward in 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.

Do you want to improve your team, but you lack the expertise and experience in-house to solve the bottlenecks?

✔︎ A 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

✔︎ Aftercare: After the assignment, I will be available for your organization for 45 minutes per week for months for sparring, coaching, or mentoring.

Frequently Asked Questions

Each Consultancy Program is tailored to your specific needs, so you’ll receive a customized quote once the goals are clear and the requirements are established.

This depends on the complexity of the operation and the available resources. Typically, a process lasts 3 to 6 months.

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. In addition, I can also help find the right profile leadership for the team by drafting a profile, reading along with job postings, 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 discuss your personal needs.

At the start of the Consultancy Program, we determine the desired goals so that you have clear advice and practical steps to achieve the desired result at the end of the process.
I base my advice not only on my expertise and experience, but also on an extensive network of experts whose knowledge and skills I can use to achieve the set result. In addition, in the three months following the delivery of the Advisory Report, you can continue to book weekly 45-minute calls for questions, sparring, coaching, or mentoring to ensure the outcome of the process.

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.

The program is suitable for customer contact departments with in-house or partially outsourced teams. The size of the team does not matter for the program. I have expertise with in-house as well as outsourced and offshored teams, both B2B and B2C, across start-ups, scale-ups, multinationals, and national and international teams. Still have questions if your specific situation applies? Book a free match call and we’ll discuss your situation!

You can fill in this call in several ways. For example, to spar, ask for brief advice, or present a case. I can read along with vacancy texts. But you can also use this call as coaching for managers or employees in the team.

You can fill it in as it suits your needs. Three times fifteen minutes? An hour and a half every other week? Or do you prefer a workshop or training? We’ll make sure to tailor it to your needs.

You can also opt for a training or a workshop, according to your needs If you choose to leave After Care out of the Consultancy Program, I will adjust this in the quotation.

During the introductory meeting, We determine the key stakeholders and discuss their contribution I will also provide an overview of which tools I need access to. I will bring my own laptop, so please don’t worry about that for me.

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 have more than 17 years of experience in the field of customer contact I have been an agent as well as a suI have been an agent, manager, and director. pervisor and (final) manager. Because of this, I understand precisely how to translate strategy, operations, data and bottlenecks. I can also translate these points into customer needs. Not only from experience, but also based on scientific theories of human behavior. From my background as a neuroscientist, I know how to link data and human behavior and how to achieve the best results here, while also making you money at the bottom line I bring the experience and expertise you lack within your organization to take the department to the next level.