Overview
Customers expect the same quality experience across channels. Red Shore Solutions delivers multi-channel support operations that align voice, chat, and email handling under one managed operating model.
Common Challenges We Solve
- Channel silos create inconsistent customer experiences.
- Voice queues and digital channels compete for the same staffing pool.
- Coaching and QA standards differ by channel and team lead.
- KPI reporting is fragmented and hard to act on.
Scope of Service
- Unified support design across email, chat, and phone.
- Queue and routing governance for balanced coverage.
- QA scorecards calibrated for channel-specific expectations.
- Coaching systems tied to measurable performance changes.
KPI Focus
- SLA response and resolution by channel.
- CSAT trend by channel and issue category.
- Contact quality and compliance adherence.
- Transfer rate and escalation outcomes.
How Delivery Works
- Channel assessment and service goal alignment.
- Workflow harmonization and escalation design.
- Managed launch by channel priority.
- Ongoing optimization through weekly and monthly review cycles.
Ideal Fit
- Growing support teams that need consistency across all customer touchpoints.
- Businesses that need rapid scaling without losing service quality.
Frequently Asked Questions
Do you support all channels under one team?
Yes. We build one coordinated delivery model with channel-specific expertise.
Can reporting be split by channel and issue type?
Yes. Reporting can be segmented for operational and leadership views.
How do you keep quality consistent across channels?
Through calibrated QA scorecards, regular coaching, and governance reviews.
Can this model handle seasonal volume spikes?
Yes. Capacity planning and staffing flexibility are built into delivery operations.