Customer Operations

Delivering effective and efficient customer engagement

Deloitte’s Customer Operations practice helps companies develop, implement, and operationalize multichannel customer interaction capabilities for both external and internal customer-facing operations. Our team includes a mix of people with strategy, operations, technology, and industry experience who have either managed high-performance contact centers or consulted in them extensively. These backgrounds help us understand the nuances, demands, and requirements specific to customer operations, contact centers, and other customer interaction points.

Our services

Operational assessment. Identify what can be done to improve customer interaction efficiency and efficacy. Compares current state with desired future state and/or leading practice and identifies gaps.

Operating model design. Design and implementation of new or improved organizational, capability and business models to improve customer experience and reduce cost.

Omni-channel effectiveness. Improving consistency, integration, and efficacy of customer interactions across customer contact channels and/or deploying additional channel capabilities. 

Technology enablement. Contact center technology strategy, selection, design, and/or implementation guidance and oversight.

Sourcing strategy. Identifying and implementing enhanced approaches for sourcing operations (business process and technology) to support customer operations.

Transformation roadmap and execution. Creating pragmatic, executable paths forward to positively impact customer interaction issues. Driving execution and delivering results.


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Bottom-line benefits

Reduced customer operations operating costs

Improved customer experience and satisfaction

Increased revenue by improving customer retention, leading to increased sales

Improved competitive positioning through differentiated customer service

Improved process efficiency throughout the full life cycle of customer support