Customer Service Engineering
Contact Centre managers are under constant pressure to both control costs and protect levels of customer service. Given the highly complex nature of their environment, this presents them with an ongoing challenge: how to achieve the precise operational control necessary to balance these objectives.
Customer Service Engineering (CSE) approaches the Contact Centre as a Strategic Production Unit and applies engineering principles to ensure organisations achieve the desired quality of service at the lowest possible cost of servicing the customer.
CSE distinguishes itself in many ways, including the providing of services on a ‘Pay-as-you-go’ model. Known as Software as a Service (SaaS) today, this is the commercial model CSE offers to make Business Intelligence tools accessible to customer service operations without the need for major capital investment.
What We Do
We at Customer Service Engineering are productivity specialists who focus on the operational engineering aspects of contact centres and other customer service operations.
CSE ensures that our clients' customer service infrastructure and operations run as efficiently as possible providing the required quality of service at the best possible cost per transaction.
As most of our people are engineers or mathematicians by training, we apply an engineering perspective to Customer Service productivity to manage efficiency, effectiveness and environmental factors in tandem.
CSE’s focus is to deliver measurable results that benefit the bottom line.
Technical ToolsWe provide all the technical tools and skills needed to achieve desired results.
Consulting & ManagementWe provide the consulting and management input to use complex tools and systems to best effect.
PersonnelWe provide the personnel needed to drive projects, use the Business Intelligence tools and deliver the desired results.
SaaSClients have the option of engaging on a Software as a Service (SaaS), managed risk, or outright purchase models.
International ReachCSE operates in South Africa and Australia and offers products and services to customers in Southern Africa, the Middle East, and Australasia.
Get In Touch
Pegasus Building 1,
Corner January Masilela and Amarand Avenue