Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Contract Solutions: Consulting

284 views

Published on

Published in: Business
  • Be the first to comment

  • Be the first to like this

Contract Solutions: Consulting

  1. 1. Continuous Improvement Consulting February 22, 20131 © 2013 Contact Solutions.
  2. 2. You are missing out IVR can cost you $millions Fix it. Your IVR Continuous Improvement • Not optimized Consulting • Your environment • Poor customer experience • Our expertise • Higher costs – Day after day • Guaranteed savings – Month after month identification – Year after year2 © 2013 Contact Solutions.
  3. 3. You have the power to fix this. Contact Solutions can help. Make it happen...Lean on us. • Proven track record; Recognized experts • Insight gleaned from industry’s deepest dataset – Billions of calls – $millions in identified savings • Now available on your platform3 © 2012 Contact Solutions.
  4. 4. Continuous Improvement ConsultingAt a glance Systematic approach• 3-5 week engagement Measure Analyze• Voice channel Continuous Improvement Consulting• Guaranteed identification of cost savings Repeat Improve Proven expertise. Measurable improvement. Guaranteed savings identification.
  5. 5. Continuous Improvement Consulting Identifying improvement opportunities Systematic approach • Current state assessmentMeasure Analyze • Key challenge/opportunity identification Continuous Improvement Consulting • Recommendations with identified cost savingsRepeat Improve Proven expertise. Measurable improvement. Guaranteed savings identification.
  6. 6. Collaborative Approach A key to lasting success • Technology and software utilization reviews – Vision, usage and processes • Facilitated workshops and interviews • Transaction / contact shadowing • Data validation sessions • Joint findings readout presentation(s)6 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  7. 7. Step 1: Measure Baseline to set the bar• Capture the current state in the voice channel – Transaction/contact shadowing• Understand key business objectives – Facilitated workshops and interviews• Collect information and metrics across perspectives – Baseline key performance indicators (eg., FCR, CSAT, AHT, ACW)7 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  8. 8. Step 2: Analyze Synthesize findings to uncover opportunity • ID strengths and weaknesses – Based on best practices – >10 years design and process innovation • ID opportunities to increase self-service without sacrificing CX – Prioritization of key performance metrics – Data validation sessions • Determine high impact improvement areas – People – Process – Technology8 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  9. 9. Step 3: Improve Actionable recommendations to achieve results • Build client-specific recommendations – Detailed savings identification – Best practices, proven expertise, and proprietary measures • Present plan – Identified savings will be at least 5x the cost of engagement…guaranteed – Detailed recommendations document • Client achieves improvement by implementing recommendations9 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  10. 10. Step 4: Repeat Make Continuous Improvement stick • Evaluate performance of implemented recommendations – Included 90-day, onsite Health Check • Tuning suggestions for improved performance • Repeat engagements for additional savings identification10 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  11. 11. Continuous Improvement Consulting Engagement Timeline The initial steps are conducted over a two-week period. The following diagram depicts the high-level timeline for execution. 1/31- Description 2/1 2/5 2/6 2/7 2/8 2/11 2/12 2/13 2/14 2/15 2/19 2/20 Kickoff Current State Transaction Analysis Current State Channel Analysis Current State CC Profile Analysis Current State Technology Analysis Recommendation Definition & Modeling Recommendations Report Building Recommendations Delivery - Contact Solutions Onsite Schedule 90-days after the delivery of the recommendations Contact Solutions will review recommendations implemented and evaluate their performance. Additional tuning suggestions will be provided as necessary.11 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  12. 12. Continuous Improvement Consulting Working Team Your Contact Solutions Team Client Team • Justin Lemrow, Engagement Manager • Sponsors – Management consulting experience – Six Sigma black belt • Client people & process experts – Recognized expert in applying CI methodology to contact center • Systems and reporting support • Joe Bast, Business Analyst – Strong IVR optimization experience – Expert in continuous improvement analysis – Exposure to call center operations across industries12 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  13. 13. Continuous Improvement Consulting Deliverables Actionable Improvement Engagement Readout Recommendations • Discovery Scope Summary • Onsite review of: • Current State Assessment – Work performed – Key transactions – Identified challenges – Contact channels – Identified savings opportunities* – Contact center profile – Action plan to achieve results – Key supporting technologies • Recommendations – Qualitative benefits – Quantitative *GUARANTEED recommendations IDed savings at least 5x cost – Conceptual design of engagement • Next Steps13 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
  14. 14. Thank You! Questions and answers14 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.

×