With our unique Discovery Audit Framework we help contact centres and processing units to assess and improve the use of time spent on each contact-handling sub-activity, and the status of each supporting system such as ACD, CRM or ID&V.
The detailed measurement of the use of time in systems and interactions in a sample of activities produces a unique analysis of processes and operations. As a result, our clients have literally saved millions of pounds.
Our assessments are used for:
- productivity reviews
- capital investments
- training initiatives
- base-lining change
- government reviews
- pre- and post-acquisition due diligence.
We undertake projects in support of clients wishing to benchmark their outsourcers and outsourcers seeking to demonstrate standards to their prospects and clients.
We work with in-bound and out-bound operations, sales and service centres, emergency control rooms, contact centres, white mail and email response units, help desks.
The Discovery Audit Framework is a structured approach that utilises our bespoke data-gathering software. By assessing a representative number of transactions we can determine the value of change – in people, process and/or technology. We can also assess the impact of call avoidance and planned workload fluctuations (see Figure 1).
Figure 1: Discovery Audit Framework
Phase 1: Discovery
We review and assess all major components in the service definition and delivery chain using:
- representative contact sampling using our unique contact analyser toolset
- structured interviews with operational and support staff
- benchmark questionnaires to help position the performance of the contact centre in relation to its competitors
- analysis of key processes affecting the customer experience
- anonymous interviews and questionnaires with contact centre team members
- qualified observations.
Phase 2: Design
We work with clients to develop an agreed action plan for change that is both realistic and achievable. The plan is aligned to the strategic business goals and is supported by a cost-benefit analysis. Our approach is inclusive – input from all key stakeholders is gathered and our analysis regularly shared. All ultimate action is based on facts gathered:
- bottom-up to gain an understanding of the dynamics of individual contacts and how they are segmented
- top-down to place any action in a strategic context.
Phase 3: Delivery
Results are delivered and benefits realised. Our analysis will provide a detailed understanding of the use of time and efficiency of the operation. We will identify those systems and practices with a viable ROI for improvement.
Figure 2: Graphical output of discovery unit
