We use a comprehensive framework covering six areas to assess customer service and contact centre organizations

Service Vision and Strategy

  • Channel Strategy (includes voice, internet, email, mobile, post, TV and Field Force)
  • Customer Experience
  • Value Proposition
  • Customer Insight
  • Segmentation and Profiling
  • Operating Principles
Vision and strategy driven by deep customer insight Customer preferences drive transformation and can improve satisfaction and NPS levels materially
Channel strategy aligned to business objectives Customer transformation complements delivery of business outcomes (e.g. 10% cost base reduction)
Single customer service vision and governance Customer experience improved and costs are reduced (e.g. rework and duplication costs eliminated)
Tangible and prioritised steps to realise benefits Over 90% of customer service strategies do not focus on or realise benefits effectively

Operating Model and Design

  • Sourcing Strategy (insource, co-source, outsource, offshore)
  • Call Centre Consolidation, Centralisation
  • Operating Model (Virtual, Functional, Geographic, Hub and Spoke)
  • Specialisation vs Multi-skill
  • Inbound and Outbound Sales and Service
  • Property and Facilities
  • Organisation Design including Span of Control
  • Business Continuity and Recovery
  • Metric Design
Operating model reflects customer and business needs Re-configured organisation is streamlined to typically achieve 10% cost reduction/ productivity increase
Optimal use of resources Targeting resources to specific customer outcomes eliminates significant amounts of waste
Clear governance and control structures Reduced management layers and activity duplication can offer quick cost reduction opportunities
Performance measures aligned to objectives Strategic ‘golden thread’ drives decisions and behaviours that better realise desired outcomes

People Development

  • Recruitment and Induction
  • Training and Development, including Competency management
  • Talent Management and Retention
  • Performance Management
  • Reward and Recognition
  • Leadership
  • Culture and Values
Competency based recruitment, training and reward Flexible, empowered and motivated staff can reduce attrition, absence and recruitment costs by 10-30%
Customer centric culture and values Embedding a customer culture can significantly improve customer satisfaction levels
Positive coaching and development culture Continuous personal development raises standards and ensures a consistent customer experience
Efficient sourcing options ‘Right’ sourcing through in-, out-and co-sourcing can drive significant economic benefits

Operational Management

  • Demand Management: Forecasting and Scheduling, including Field
  • Force
  • Co-ordination of Delivery through channels
  • Reporting and Management Information
  • Customer Analytics
  • Communications (internal and External)
Accurate forecasting and scheduling Workforce management can reduce staff costs by 25% and manage peaks and troughs in demand
Reduced cost to serve Optimising productive time through effective performance management can reduce resource costs by 10%
Resolution of operational issues Typically 20-40% of customer contact demand is ‘avoidable’ or self inflicted
Consolidated operations Significant cost savings (operational and capital) can be achieved through streamlined operations

Processes and Procedures

  • Customer Centric Processes
  • Process improvement (Six Sigma, LEAN)
  • Process standardisation and automation
  • Knowledge Management
  • Quality Management
  • Feedback Loops (internal and external customers)
Simplified and standardised processes Typically organisations can achieve more than 10% productivity improvements through consistent execution
Online knowledge base and single customer view Effective knowledge management reduces costs, increases up-selling and improves customer service
End to end process (customer journey) view Fixing poor operational interfaces, reducing demand and re-work can lower costs by 5% and reduce end to end process times by 10-50%
Consolidated operations Significant cost savings (operational and capital) can be achieved through streamlined operations

Enabling Technology

  • Telephony (CTI)
  • IVR (skills based routing)
  • Speech Recognition
  • CRM
  • Channel systems
  • Quality Management
  • Knowledge Management
  • Call Recording
  • Workforce Management
  • Data Management and Security
Effective use of technology Customer driven business requirements inform the desired technical architecture and ensure appropriate investment decisions are made
Accelerated implementation at lower costs Standard/repeatable processes enable systems to be configured once with reduced complexity and cost
Increase channel choice and improve self service Sales and service through digital channels can now be achieved at a fraction of the cost
Enabling flexible operations Increased employee engagement and cost reductions are achievable through using next generation technologies and networks