Tata Elxsi undertook the study and analysis of a Customer Care Centre focusing on the overall service interactions and customer experience. The study involved external elements (branding, visibility) and internal elements (store layout and design, navigation, customer profiles, interactions, in-store elements, communication, etc.).
A detailed service quality audit was conducted which included shadowing key customer journeys, role-playing, observations, and customer and staff interviews. The observations were photo-documented and specific feedback was sought from the customer care staff at the centre. The comprehensive observations were presented to the company's service team along with suggestions and recommendations on enhancing the space, customer experience, interactions and key service touch points. Specific recommendations were made on enhancement of visual communication in the centre, one of which included leveraging the brand's existing mascot. A concept for a self-service bill payment kiosk was also suggested.
Our service offerings include:
- Service Quality Audit and Insights
- Service Design Concepts and Ideas
- Experience Design