Continuous Improvement

Celtycs provides a well-rounded continuous improvement service to improve the quality of your customer facing operations and optimize costs. Celtycs approaches continuous process improvement by understanding customer's expectations from the entire customer journey and not just the customer service department.

The key elements of our continuous improvement solution leading to lean management approach are as follows:

•     Focus on the entire customer journey

•     Standardize processes across all customer contact processes

•     Measure all key customer experience metrics, such as:

o   Customer Effort

o   Customer Happiness

o   NPS

o   Call Quality by Experts

o   Present actionable and specific insights to cross functional stakeholders


Celtycs undertakes customer experience and quality improvement programs both as one time consulting assignments and as an on-going services which include customer experience measurement, mystery audits, outsourced quality audits and time and motion studies.




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