AGI.do

Processes

What will AGI do for Plan and manage customer service operations?

The annual strategic planning cycle or a significant shift in customer contact volumes prompts a review of service capacity and strategy.

Trigger
The annual strategic planning cycle or a significant shift in customer contact volumes prompts a review of service capacity and strategy.
Outcome
A comprehensive customer service plan is operationalized with aligned resources, defined service levels, and active performance monitoring.

The work itself

Grounded Work Profile

Measured by

  • Customer Satisfaction ScoreprocessProfile
  • Cost Per ContactprocessProfile
  • SLA Adherence RateprocessProfile
  • First Contact Resolution RateprocessProfile

Key steps

  • Define customer service strategy and service level objectivesprocessProfile
  • Forecast customer contact volumes across communication channelsprocessProfile
  • Allocate budget, staffing, and technology resourcesprocessProfile
  • Establish standard operating procedures and escalation protocolsprocessProfile
  • Monitor service delivery performance against operational targetsprocessProfile
  • Adjust workforce schedules and resource allocation based on real-time demandprocessProfile

How AGI delivers it

Four ways AGI delivers for Plan and manage customer service operations

  • Services-as-Software

    Get the professional outcome delivered as software, priced on results, not headcount.

    Services.do

  • Autonomous Agents as digital employees

    Hire a digital employee that does the job under earned, supervised autonomy.

    Agents.do

  • Business-as-Code

    Encode how your work runs, once, as software that executes itself.

    Platform.do

Value flow

How Plan and manage customer service operations connects

automated by

measured by

  • Africa contact center employees as a percentage of total contact center employeesstandard
  • Agent FTEs evaluated using sliding%2Finterdependent agent targets as a percentage of all agent FTEsstandard
  • Agent schedule adherencestandard
  • Australia and New Zealand contact center employees as a percentage of total contact center employeesstandard
  • Average call handling time in secondsstandard
  • Average contact handling time in secondsstandard
  • Average number of contact center seats per contact centerstandard
  • Average seat utilizationstandard
  • Average speed of answer in seconds for agent queue callsstandard
  • Average time in seconds to inbound calls abandonedstandard
  • Bridge ratestandard
  • Business to business inbound calls as a percentage of total inbound callsstandard
  • Business to business inbound contacts as a percentage of total inbound contactsstandard
  • Business to consumer inbound calls as a percentage of total inbound callsstandard
  • Business to consumer inbound contacts as a percentage of total inbound contactsstandard
  • Call agent availability ratestandard
  • Call agent occupancy ratestandard
  • Call agent utilization ratestandard
  • Caller authentication rate for IVRstandard
  • Calls abandoned in the agent queue as a percentage of total inbound callsstandard
  • Calls routed to a live agent as a percentage of total inbound callsstandard
  • Central%2FSouth America contact center employees as a percentage of total contact center employeesstandard
  • Central Europe contact center employees as a percentage of total contact center employeesstandard
  • Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests%2Finquiries", and "manage customer complaints" per $1,000 revenuestandard
  • Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests%2Finquiries", and "manage customer complaints" per active customerstandard
  • Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests%2Finquiries", and "manage customer complaints" per inbound contactstandard
  • China, Russia, and Central Asia contact center employees as a percentage of total contact center employeesstandard
  • Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests%2Finquiries", and "manage customer complaints" per $1,000 revenuestandard
  • Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests%2Finquiries", and "manage customer complaints" per active customerstandard
  • Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests%2Finquiries", and "manage customer complaints" per inbound contactstandard
  • DTMF IVR self-service resolution ratestandard
  • Direct supervisors per agent FTEstandard
  • East Asia contact center employees as a percentage of total contact center employeesstandard
  • First contact resolution rate for phone contactsstandard
  • IVR speech recognition ratestandard
  • IVR speech self-service resolution ratestandard
  • Inbound calls related to billing as a percentage of total inbound callsstandard
  • Inbound calls related to complaints as a percentage of total inbound callsstandard
  • Inbound calls related to new orders as a percentage of total inbound callsstandard
  • Inbound calls related to order modification or inquiry as a percentage of total inbound callsstandard
  • Inbound contacts received via email as a percentage of total inbound contactsstandard
  • Inbound contacts received via fax as a percentage of total inbound contactsstandard
  • Inbound contacts received via phone as a percentage of total inbound contactsstandard
  • Inbound contacts received via postal mail as a percentage of total inbound contactsstandard
  • Inbound contacts received via web chat or instant messaging as a percentage of total inbound contactsstandard
  • Inbound contacts received via web self-service as a percentage of total inbound contactsstandard
  • Inbound contacts related to billing as a percentage of total inbound contactsstandard
  • Inbound contacts related to complaints as a percentage of total inbound contactsstandard
  • Inbound contacts related to new orders as a percentage of total inbound contactsstandard
  • Inbound contacts related to order modification or inquiry as a percentage of total inbound contactsstandard
  • Inbound contacts related to technical support as a percentage of total inbound contactsstandard
  • Inbound live agent calls per agent FTEstandard
  • Nordic countries contact center employees as a percentage of total contact center employeesstandard
  • Number of agent FTEs per direct supervisor FTEstandard

Go deeper

Explore Plan and manage customer service operations

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