Customer Service QuickScan

Sometimes it is useful to have someone who looks along with you, someone with years of experience who takes a fresh look at your customer service. SpangenbergGroep's Customer Service QuickScan gives you insight into the functioning of your customer service.

We analyze the main themes and bottlenecks within each customer service area, as well as specific themes related to your business. The goal of the QuickScan is to identify the gap between the desired situation and the current situation. After mapping, we provide advice on the steps to take to achieve the desired situation

What can you do with the customer service QuickScan?

Our Customer Service QuickScan offers you practical tools to improve your customer service organization. We assess the degree of customer focus and analyze processes such as rostering, quality monitoring, reporting, and more. All this is done by experienced professionals.

QuickWins allow you to get started immediately and often yourself. They are small changes that are easy to implement, but have a positive effect on the quality of customer service.

For more challenging change projects, we understand that you may need some extra help. That's where we're ready to help. In addition to performing the QuickScan, we can support you in actually implementing improvements in practice.

How does the Customer Service QuickScan work?

The main feature of a QuickScan is the speed with which the analysis is performed. It is a quick and efficient way to gain insight and direction for optimization. With a QuickScan, you know exactly where to start improving.

We do this by default in 5 steps. We start with an orientation phase in which we look together at backgrounds and objectives. Then we perform the analysis and identify bottlenecks and areas for improvement. We then prepare a report that we discuss together.

Depending on various factors, a QuickScan can be completed within a few days. This gives you quick insight into bottlenecks and areas for improvement. You can start implementing improvements yourself, or we can help you.

Request QuickScan?

We'd love to look at your customer service challenges with you! Request your Customer Service Quickscan here!

Yes I want a Free Quickscan

Click here to apply!

Step 1

Orientation interview. In this we discuss the background and determine the objectives.

Step 2

Interviews with stakeholders such as agents, team leader, manager, coach, trainer etc.

Step 3

Listening in, watching along

Step 4

Analysis & Reporting. We describe our findings in a report

Step 5

Discussing the report and possible next steps

Spangenberg Group?

We like to keep things simple. With our no-nonsense approach, we can get results surprisingly fast! With independent customer service advice you gain extensive experience. SpangenbergGroup SpangenbergGroup stands for:

Straightforward, no-nonsense approach
Extensive experience in customer service optimization
Quick results and improvements
Experience managing our own contact center
Great flexibility, always the right people available.

Questions or contact?

Do you have questions or want to contact us? You can do so by phone 085-8884661! You can also use the form below

What our customers say about our services

 5/5

As a start-up, we were looking for a scalable solution for our international customer service. We then started a partnership with SpangenbergGroep. In the years that followed, we grew rapidly and SpangenbergGroep ensured that our customer service grew nicely along with us. From a few hundred interactions per month to a few hundred interactions per day across all possible channels. In particular, its flexibility and ability to completely unburden us have enabled us to grow from start-up to multinational.

"Our collaboration has now been running for almost 2 years and I must say it has exceeded my expectations. It is always difficult to convey product content knowledge remotely and this has also forced us to look at our own documentation and training courses. Working together has taught us, at least me, that it is unnecessary and actually undesirable to transfer all knowledge in this way. For instance, we now have comprehensive lists and work instructions, where before we built on the individual knowledge of our own team. Why go it alone when we know more together? In other words, why do it the hard way when it can be done together."

In our peak season, we had to deal with a large increase in customer inquiries. Since we operate in almost all European countries, this was a challenge. We started looking for a partner who could support us in Dutch, Spanish, Italian, German, French and English. In addition, we wanted support on telephony, e-mail, chat and ticketing. In the end, we chose SpangenbergGroep. We have now been working with them for 5 years. In high season we need a lot of staff there and in low season a lot less.

We have our own internal call center where we handle much of our customer service inquiries ourselves. SpangenbergGroup is a flexible shell for us. We have a permanent staff and SpangenbergGroup's team supports us when it's busy. In this way, we avoid a queue for our customers. The employees of SpangenbergGroep carry out almost all tasks, which means that they fully participate as the first line. This gives us the flexibility to be easily accessible even when we are busy.

With our webshop, we wanted to expand into Germany. We ourselves did not have any German-speaking employees who could answer customer service questions. SpangenbergGroup is now helping us with German customer service so that we can simply provide good accessibility for our German customers as well.

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Read all about customer service on wikipedia here