Improving Customer Experience

Operational Review

It is imperative that customer management operations simultaneously address service efficiency and effectiveness issues, while fundamentally improving the quality of the customer experience.

The Vision Consulting Operational Review offers a comprehensive and objective review of your omni-channel customer contact or inside sales operation, substantiated by contact sampling, structured interviews, MI evaluation, questionnaires and informed observations.

Our Operational Review is unique because it is evidence based, combing micro call segment detail with call quality and benchmarks. It not only provides diagnostics, but also shows the way ahead through realistic and achievable recommended initiatives and business justification.

The bulk of the data for our review is captured by our consultants sitting with your people, listening in to calls or observing the handling of other work such as, email and web chat interactions, claims / order processing.

As a customer interaction progresses, the sampler records information about the details of the interaction (call, e-mail, webchat social media), including its outcome and ‘segment’ timings.

This non-intrusive approach obtains real insight from the people that are closest to your customers namely the agents, team leaders and your sales people.

applicable to omni-channel contact centres

The Internet is here to stay, and customers will want to make contact by a variety of methods, particularly email but also including web-chat, and web-call backs.

Our time-study sampling tool can be easily configured to capture data about the handling of any form of customer contact whether by phone, web-interaction, email,, even post, whether inbound, outbound or internal. Analysis then provides insight into contact performance across all contact media.

Our experienced consultants offer recommendations for, inter alia, performance improvement, departmental structure, technology enablers and MI improvements They can help to Identify and initiate the most cost-effective operational changes to meet the challenges inherent in the current operational environment.

Deliverables

The deliverables for this review will be:

A customer contact strategy containing the important components that emerge from our review
A final report that documents all our findings and presents a roadmap for agreed improvements
Our findings include a detailed gap analysis
A summary of the operational and process recommendations
A benchmark assessment
A proposed implementation roadmap for our recommendations.

Our recommendations for change will always be pragmatic and take account of the prevailing operational and strategic context. We prioritise our action plan with a focus on securing improvements in the short term, while laying the foundations for long-term reward.

Our work is used to inform: