Touchpoint Change, Contact Centre Performance Review, Strategy, People, Processes, Technology.

 

Operational Performance Reviews

 

 

 

Helping you make the most of your

 

strategy, people, processes and technology.

 

 

  

Our Contact Centre Transformation Programme is a comprehensive review of your customer operation.  It has been designed to consolidate a number of review services that we have used previously, both within the UK and internationally.  The programme is a rapid, effective and affordable package that delivers quick win initiatives and identifies longer term strategic actions, driving with precision to the core of any operational problems or strategic questions.

 

In just five days, we take a broad view of your operation and how well it delivers your objectives and represents your brand.  Our industry experience has taught us the fundamental problems that arise in contact centres time and again.  Our specialists can hit the ground running in any organisation, and uncover those issues rapidly.  We have designed a number of tools and models that support the delivery of our programme, and further reduce the time it takes us to formulate recommendations. 

 

In consultation with directors, managers and staff, we can prioritise and sequence the resulting actions to generate a plan of action that can be delivered in line with the urgency and level of resources available. We can then start to address these issues and deliver the benefits.  As one of our clients pointed out, “Unlike everyone else, you didn’t cost me thousands to tell me what was wrong.  I already knew that anyway. Your time was spent putting it right.” 

 

The output of the Transformation Programme is a comprehensive report of findings with a solution approach and outline plan for implementing the proposed changes.  It is the client’s choice whether and when they wish to embark upon the follow on Implementation Phase.

 

Whilst it is difficult to forecast what benefits each client will derive prior to the review, listed below are some of the improvements that clients have seen as a result of our recommendations arising from the programme.

 

• Reduction in abandoned calls.  In the case of a holiday company this reduced from 25% to 0.5%
• Improvement in call handling times.  An outsourcer saw a reduction of 20%
• Improved conversion rates on enquiries to sales.  A Financial Services operation saw telephone sales increase by over 300%
• More effective resource planning.  A South African bank increased call minutes by 10 times with a headcount increase of just over a 100%
• Improvements in achieving Service Level Agreements.  An emergency service moved from 5% of calls answered to over 80% in less than 3 months

 

A streamlining of processes, improved efficiency and a less frustrated workforce are inevitably achieved in the follow-up to our reviews too.  The review process has four main stages:

 

Stage 1 - Strategy 

• Understand key business drivers, branding and priorities

• Review capacity model & measure staff utilisation

• Establish financial ratios of operation i.e. cost per call minute etc

• Review the operating model

• Review performance measures and reporting

 

Stage 2 - Business Processes 

• Review customer journey (marketing to retention)

• Review call flow processes

• Review link between front and back office

• Review complaints process and volumes

• Examine key operating processes

 

 Stage 3 - Information and Communication Technology 

• Business continuity planning

• Review line capacity and call routing

• Telephony audit and review costs and features

• IT application review (usability etc) and opportunities for user productivity enhancement

• Opportunities for exploitation

 

Stage 4 - People 

• Profile a cross-section of headcount

• Review recruitment processes

• Examine induction and training/ development programmes

• Assess the positive and negative impact of any incentive / bonus scheme

• Review performance management and coaching activities

 

 

From an analysis of these four areas, we can get to the heart of any problems or constraints in your business and formulate a action plan that will address them.

 

Tell us about your issues and priorities and we will explain how we would approach the Review in your organisation and what you might expect out of it.

  

 

See also details of our Quick Opportunity Review on our brochure page.

 

 

© Touchpoint Change Consulting Ltd, 2009.