Contract Solutions: Consulting
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This document summarizes the services of Continuous Improvement Consulting. They provide a 3-5 week engagement to measure a company's current IVR and call center performance, analyze it to identify improvement opportunities, and improve it by providing actionable recommendations with a guaranteed identification of cost savings. Their systematic approach includes assessing the current state, identifying challenges, and recommending process, technology, and personnel changes to increase self-service and reduce costs.
Contract Solutions: Consulting
- 1. Continuous Improvement Consulting February 22, 2013 1 © 2013 Contact Solutions.
- 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 year 2 © 2013 Contact Solutions.
- 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 platform 3 © 2012 Contact Solutions.
- 4. Continuous Improvement Consulting At 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. Continuous Improvement Consulting Identifying improvement opportunities Systematic approach • Current state assessment Measure Analyze • Key challenge/opportunity identification Continuous Improvement Consulting • Recommendations with identified cost savings Repeat Improve Proven expertise. Measurable improvement. Guaranteed savings identification.
- 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. 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. 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 – Technology 8 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
- 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 recommendations 9 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
- 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 identification 10 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
- 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. 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 industries 12 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
- 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 Steps 13 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
- 14. Thank You! Questions and answers 14 © 2013 Contact Solutions. All rights reserved. Confidential and proprietary.
Editor's Notes
- #3: Unless you continually optimize your IVR, it is likely costing you more than it should. Much more, in fact, every time a customer zeros out to speak to an agent for a task that could be successfully accomplished through self-service.Agents can cost more than 15x the cost of self-service in the IVR. But if your IVR provides a less than optimal experience, your callers will not use it. And that’s just one place the costs start to skyrocket.You have the power to fix your IVR! We can help. Continuous Improvement Consulting from Contact Solutions leverages more than a decade of proven expertise. We can apply our proven methodology to your contact center environment and give you recommendations to achieve identified savings, guaranteed to be at least 5x the cost of the engagement. Last year we identified over $13 million in identified Continuous Improvement savings for our customers. You are the expert on your contact center environment. We are experts in applying a Continuous Improvement methodology to achieve quantifiable savings in the contact center. Stop missing out on the savings. We can help you.
- #5: Measure the current state of your IVR Analyze the baseline compared to industry standards; identify strengths and weaknesses based on best practices. Improve with a delivered action plan of recommendations to reduce contact center expensesRepeat the process: Make continuous improvement a permanent part of your operation.
- #6: At the highest level, the primary objective of this engagement is to identify and define improvement opportunities. In order to do this, Contact Solutions consultants will partner with our client to perform the following:Current State Assessment – a review of current transactions, contact channels (focusing on voice & IVR), structures and technologiesKey Challenge / Opportunity Identification – an exploration and identification of current issues facing the contact center and / or opportunities that can be exploited within the voice channelsRecommendation Definition – a series of short-term recommendations that can be implemented over a limited timeframe in order to achieve meaningful improvement
- #7: You are the expert in your environment and unique situation. A collaborative approach is key to achieving lasting success.Continuous Improvement Consulting pursues a collaborative approach in executing our projects. Throughout the project you might be asked to participate.
- #14: The recommendation document and engagement readout will be the primary work products resulting from this effort. The content of these work products are listed here.