Servicing & Customer Journey

Growth and profitability depend on a positive customer experience and sound operational execution. We help clients understand customer expectations and how to effectively deliver upon these expectations.

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Bridgeforce can support clients by lowering execution risk and helping them achieve established strategic goals. We work across internal groups to ensure that organizational needs are met. Examples of how we have partnered with clients in the past include:

Sample Service Offerings

  • Assessing or re-designing specific processes (e.g., from IVR script to an entire complaints or disputes process)
  • Defining staff success profiles and developing tools to improve performance across operations
  • Defining required operational changes as a result of strategic initiatives and executing upon these changes (e.g., implementation of credit score access programs, adding a new contact channel)
  • Developing and/or facilitating training programs (Operational, Technical, Leadership)
  • Reviewing customer communications to identify opportunities to reduce call volume and improve customer comprehension
  • Serving as an interim operational leader of servicing functions (or of an entire servicing center)