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LABBIK / How we work

How we work

From the first conversation to daily operation, and the measures we report against.

Five stages

From first call to daily operation

  1. 1

    Discover

    We map your contact reasons, volumes by hour, channels, languages and current pain points.

    • Contact-reason mapping
    • Volume by hour and day
    • Current service levels
  2. 2

    Design

    We write the processes, knowledge base, scripts, escalation paths and quality scorecard with your team.

    • Process maps
    • Scorecard
    • Reporting pack
  3. 3

    Recruit & train

    We select people for your service and train them on your products, systems and tone.

    • Role profiles
    • Training plan
    • Readiness sign-off before go-live
  4. 4

    Pilot

    We start with a measured pilot, agree adjustments, then scale.

    • Pilot scope
    • Daily check-ins
    • Go/no-go review
  5. 5

    Run & improve

    Daily operation, with weekly and monthly reviews against the measures below.

    • Daily dashboard
    • Monthly review
    • Improvement log

Quality framework

The measures we report on

Definitions only — results are agreed and reported per client.

SLService level
Share of contacts answered within an agreed time, e.g. 80% in 20 seconds (example definition, not a result).
ASAAverage speed of answer
Average wait before a customer reaches an agent.
AHTAverage handling time
Talk or chat time plus after-contact work, per contact.
FCRFirst-contact resolution
Share of issues solved without the customer coming back.
AbandonAbandonment rate
Share of customers who leave the queue before being answered.
QAQuality score
Score against the written scorecard, from sampled contacts.
CSATCustomer satisfaction
The customer's rating straight after a contact.
NPSNet promoter score
How likely the customer is to recommend you, asked at set intervals.
CESCustomer effort score
How easy the customer found it to get help.

Planning

A day in the centre

Staff follow demand hour by hour. Forecasting and scheduling keep the two lines together.

0003060912151821
Contacts per hour Scheduled staff · Illustration, not client data

Scorecard

Every contact, measured the same way

Sampled calls and chats are scored against a written checklist and reviewed with the agent.

Quality scorecardExample
  • Greeting and identification
  • Customer verified
  • Need understood first time
  • Correct resolution
  • Clear next step agreed
  • Courteous close, record updated

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