Customer support

• Estimation of the likely ticket volume and staffing requirements based on the business case

• Software procurement, incl. evaluation based on product demos and online resources, incl. moderation of the data protection check and planning ahead of the configuration

• Personnel procurement, including contract initiation and management of the outsourcing service provider

• Process conception for agents, including workflow diagram, FAQ overview, prioritized admin feature list for product department, etc.

Legal

• Steering the creation of privacy statement and terms and conditions for customers and consultants, including competitor research, control of legal and clarification of product-related queries

• Clarification of open legal questions across all subject complexes, including structured recording and control of legal and input providers

Quality Assurance: Mystery Calls 

• Creation of a test concept for new and badly rated consultants, including modeling of the costs

• Obtaining and evaluating offers up to the conclusion of the contract and onboarding of the provider

• Definition of the operational procedure during the pilot phase and regular operation and draft of a detailed process

• Draft of a test guide including test scenarios and a prioritized list of questions

Quality Assurance: Call Monitoring 

• Presentation and evaluation of options (proactive vs. requested, listen vs. barge, real-time vs. recorded, with or without AI support, etc.), including management of legal and technical service providers, identification of the respective requirements, assessment of development and operational efforts etc.

Miscellaneous

• Assisting in creating a KPI list and drafting dashboard scribbles to design the tracking

• Support with recruiting (creating job ads, interviews, managing HR consultants) and onboarding new team members

• Evaluation of possible internationalization strategies, especially with regard to tech stacks, operational synergies and implementation risks

• Sparring partner for product development on conceptual product-related questions