- Customer experience and value
- Deflect demand onto low cost channels
- Improving first call resolution
- Reduce avoidable demand
- Consistent Processes execution
- End to end process integrity
- Digital Processes
- Better performance through WFM
- Challenging cost by benchmarking
- Call centre consolidation
- Resource impacts in transformation
- Reducing costs through outsourcing
- Optimise Service Levels
Addressing resource issues in major transformations
Large scale change programmes often place massive extra workload on management and operatives of customer service organisations. For example resource is diverted during analysis, UAT and training: extra work is created through business preparations on data cleansing, minimization of work in progress and clearance of stalled backlogs, and finally, productivity dips post implementation due to learning curve issues. These issues can lead to destruction of value and programme failure. .
We believe that provided planning starts early, these issues can be mitigated, by using the market for national and offshore outsourced services to procure flexible resource augmentation services.
- How well understood are the impacts of the programme on the business
- Are there unchallenged assumption that the business can 'absorb' the impacts
- What are the options and what are the cost/benefits of each
- How do we define and procure services when there may be significant uncertainty
Our sourcing, programme and change management capabilities can help you select the right partner, put in place contracts focused on delivering benefits and reduce implementation risk through rigorous programme management.