Audits & Strategies
Customer Contact Audits and Strategies
Topics covered include:
Call volumes and categories
Existing and future use of self service/online assistance
Segmentation based routing options and workflows
Customer identification options
Inter site routing options
Multi-media unified queuing
Customer Experience Audits and Strategies
Topics covered include:
- Customer feedback options
- Mapping what does and does not work for customers
- Identifying and ranking customer priorities
- Developing tactical and strategic responses
- Developing a continuous improvement methodology
Customer Service Audits and Strategies
Topics covered include:
- Identifying strategic drivers that shape the customer service mission
- Crafting a customer service mission
- Customer service business goals and accountabilities
- Short and medium term competency milestones
- Performance gaps
- Vision for the future customer interface(web-retail-call centre)
Mobility Audits and Strategies
Topics covered include:
- Current and future demand for mobility services
- Ranking demand against benefit
- Current and future infrastructure needs to support mobility
- Security and business continuity issues
- Deployment options and roadmaps
Network Audits and Strategies
Topics covered include:
- Current and future traffic demands
- Performance issues
- Converged network options and roadmaps
- WiFi requirements
- Network monitoring options
- Security and business continuity issues
Optimisation Audits and Strategies
Topics covered include:
- Call centre queuing/routing
- Abandoned/dropped/transferred calls
- Peak traffic management
- Call duration/resolution
- Agent talk time/wrap up
- Service consistency
Performance Mgt Audits and Strategies
Topics covered include:
- Gap analysis of current performance management practices
- Competency, systems and workflow requirements
- Balanced scorecard analysis and use of MI
- Effectiveness of induction and ongoing coaching/training
- Spread of performance levels within agent community
- Use of best practice to improve performance
Process Optimisation Audits and Strategies
Topics covered include:
- Identification and root cause analysis of service failures
- Priority ranking of customer and business needs
- Options to reduce cost of failure
- Infrastructure and application requirements
- Short term and medium term improvement plans
Reporting Audits and Strategies
Topics covered include:
- Gap analysis on current and future reporting needs
- Reporting requirements
- Quality of data analysis
- Integration requirements
- Options for report generation
- Benefit analysis
- Short/medium term improvement plan
Resource Planning Audits and Strategies
Topics covered include:
- Current and future resource planning needs
- Resource planning requirements
- Resource planning culture and agent involvement
- Quality of data analysis
- System interdependencies for additional data sources
- Short/medium term improvement plan
Unified Communication Audits and Strategies
Topics covered include:
- Current and future demand for unified communication
- Ranking demand against benefit
- Current and future infrastructure needs to support unified communication
- Unified access options
- Security and business continuity issues
- Deployment options and roadmaps
Further information on any service or enquiries regarding bespoke versions of any of the standard services are welcome and can be made via our contact us facility.