• Methodology Whitepapers

  • Project Implementation
  • Technical Support and Customer Care

5CA works according to best of breed methodologies, which are the basis for the Standard Operational Procedures (SOPs) we have in place. These SOPs ensure the consistent high quality of the service we provide to our clients every day.

Project Implementation Methodology

The implementation phase of a new project is crucial to ensure the right foundation is laid out for delivering our services. 5CA’s project implementation methodology is the framework for each new project; together with our clients’ project characteristics and specific requirements, the implementation plan is constructed.

• Statement of Work
  

  First of all, a Project Manager needs to be assigned by the client and 5CA. These Project Managers will be the Single Points of Contact throughout the implementation phase. Both parties work together in creating a Statement of Work (SoW), in which all steps and responsible parties are described, including deadlines for each step.

• Technical Implementation
  

  After both parties have agreed upon the SoW, the technical implementation can be started (e.g. access to systems and tools, telecom & IVR set-up and reporting). Considering 5CA’s experience, the ease of our systems & applications and the flexibility of our providers, the technical implementation is usually not complicated. Nevertheless, we always take our time to make sure all aspects are tested & working well in advance of the start of the project.

• Recruitment & Selection
  

  It is essential to start the process for recruiting and/or selecting the people to do the job as soon as possible. Providing high quality services starts with the recruitment & selection process. 5CA always deploys employees who are native speakers or highly proficient in the supported languages. 5CA has an excellent recruitment and selection process in place that enables us to staff the team with the technical and soft skills that are needed. All candidates are screened and tested using a skill matrix that is developed together with our clients.

• Training
  

  Training is a crucial stage of project implementation. 5CA has different training methods in place, which are all used on a frequent basis: class room (on-site) training, train-the-trainer, and web based training. For each new client, a customized initial training program will be developed, which covers product & procedures and soft skills & behavioral training. Every training includes one or more exams, which determine who will be allowed on the project. All knowledge is documented in 5CA’s knowledge database and standard operating procedures for training.

• Go Live
  

  During the implementation phase 5CA and the client have agreed upon communication workflows. Especially during the start-up phase of the project, there is continuous contact between our client and 5CA to ensure a good start of the project and our services.

  5CA actively monitors quality of service. On average 5-10% of all calls & tickets handled are being evaluated by Quality Assurance Agents. Analysis is carried out on a daily, weekly and monthly basis, results compared to client’s requirements (Service Level Agreement) and improvement plans are launched immediately. Up-training and refresher trainings are provided on a continuous basis. 5CA has its own training labs in place for ongoing training and practice.

Technical Support & Customer Care Methodology

When providing technical support & customer care services it is essential to have clear procedures in place and to make sure that the customer receives feedback to his/her inquiry as fast and accurately as possible. 5CA’s methodology has been based on our extensive experience and ensures customer satisfaction by providing expedited access to key information.

• Tier 0 – Web Support

  Most companies offer their customers the possibility to find answers on the most common issues via their website. This can be done via a Frequently Asked Questions (FAQs) section and/or a Knowledge Base. 5CA can help creating the content of this section and updating it regularly; an efficient way to make use of the knowledge 5CA has regarding your products and common issues.

• Multichannel
  

  5CA offers a variety of channels via which your customers can contact support:

  • Phone: your customers call to a telephone number, which can be your own number, or a number provided by 5CA, which connects them directly to 5CA’s call center system. Our system intelligently routes the call to the right agent. 5CA is able to provide different types of telephone numbers, such as toll free numbers, local (PSTN) numbers and so-called premium rate numbers (this generates revenue which can lower the overall cost of support).
  • E-mail/Ticket: customers send questions using a web form with predefined fields, or using a traditional, free-text e-mail. 5CA answers questions using our own ticketing system or we work directly with our client’s CRM/ticketing system.
  • Chat: customers use a web-based chat application. Chat is an efficient way to offer customer to directly contact support, with the advantage that chat is less time-critical than phone support, since multiple requests can be handled at the same time. This means in general that our agents can be more efficient which lowers cost of support. Also in this case, 5CA can use its own application, or we work directly with our client’s chat application.

• Tier 1 Support
  

  Tier 1 Support provides solutions to basic problems using a mostly standardized process, from diagnosis to resolution. Any customer will always first connect to Tier 1 Support, unless specifically set-up otherwise.

  Tier 1 Support Agents have the following tasks:

  • Logging of mandatory customer data, product-specific information and description of issue
  • If the issue can be solved, provide the customer with a resolution and, based on the customer’s feedback, “close” the case.

  Solving the case might imply issuing an RMA (Return Merchant Authorization) for swapping or repairing the product. For those problems not solved during the first contact with the customer, the Tier 1 Support Agent will provide an estimated time-frame for follow up and will escalate the case to Tier 2 Support.

• Tier 2 Support
  

  Tier 2 Support diagnoses the issue (if not already done by Tier 1), and guides the customer through a complex problem-solving solution. This level is aimed at more complex problems and configurations.

  Tier 2 Support Agents have the following tasks:

  • Follow up with customers: answer questions, report the status of a pending issue, update customer expectations, or get more information about a pending issue.
  • Attempt to provide workarounds to address the problem
  • Escalate unresolved support requests to Tier 3. Work closely with Tier 3 engineers to analyze, understand, and resolve difficult issues.

• RMA (Return Merchant Authorization)
  

  For many of our clients 5CA is entitled to issue RMAs if the product is determined to be DOA (Dead on Arrival) or defective within the warranty period. Based on procedures, agreed upon with our clients, 5CA’s agents will follow the necessary steps and inform the customer accordingly. The actual swap, repair or refurbishment is provided by one of 5CA’s fulfillment partner, or any other partner of our client’s preference. Given that 5CAs core business is call center services, we strongly believe that fulfillment services should be put into the hands of a partner whose core competence is RMA & Refurbishment.

• Tier 3 Support
  

  If no resolution for the customer’s issue has been found by Tier 2 Support, the case is escalated to the client’s engineers, defined as Tier 3 Support. The engineer will investigate the issue and can escalate to Product Development if needed.