SPS as a long-term partner for top customer service
Challenge
Telephone and administrative support since 2001
Client is a large German health insurance company
Objectives: top customer service, round-the-clock availability, easing the burden on the internal customer service team, optimal scaling of staff deployment
Telephone support for the head office, email processing, implementation of customer service surveys and data management
Additional implementation of large-scale customer satisfaction analyses (NPS analyses) since 2019 as a basis for reorganization to improve the customer experience
