Contact Centre Diagnostic
Get your contact centre humming
Over $3.7M in cost savings identified
Over $5M in revenue opportunities identified
”We now have a comprehensive view of the pain points and opportunities across every part of the operating model and really great insights into what is causing them, with actionable ways we can make improvements.”
Michael Hooper - COO | VicRoads
”The insights provided through this review have been invaluable in shaping our people experience strategy. The recommendations will not only support the transformation of our operations but also help us build a unique and attractive proposition for current and future employees.”
Emma Stapleton - Head of Contact Centres | MECCA
The diagnostic is a proven methodology for shaking out the answers to your stickiest problems and giving you solutions that stack up.
Scoping out your diagnostic
Before moving forward with the work, we begin with a detailed project brief.
The project brief serves as the foundation for defining the specific goals that the diagnostic will help you achieve and our approach for achieving them.
Once we are aligned on the brief we complete a fully costed proposal.
Our Approach
We combine both qualitative and quantitative methods to uncover the answers you need.
We offer a comprehensive review of the key elements of your operation, including your service strategy and operating model.
This review is designed around the specific goals you want to achieve, ensuring it aligns with your broader business objectives.
One unique part of our diagnostic identifies Failure Demand within your contact centre, where customers need to reach out because something has gone wrong in their experience.
This could range from issues like logging into their account, website navigation problems, fulfilment delays, billing errors, and more, putting significant strain on your resources.
Let us help you uncover the sources of this issue and guide you in making impactful changes to reduce unnecessary customer contacts.
Our methods
Observation
External benchmarking
Call listening
Failure Demand
Service Blueprinting
Interviews
Internal data reviews
Market Scans
What we deliver to you
A customised report with key findings and insights
A list of actionable recommendations, which includes short and long-term initiatives.
We can work with you to design and deliver the recommendations.
A roadmap on how to phase your initiatives.
We offer a presentation of the review and recommendations to your leadership team and stakeholders.
