Our clients customers are clear on what interactions they expect from certain channels, and in many cases they already manage their service relationships in these ways. However, to get this specific level of understanding for clients we often need to conduct a time-in-motion study, mapping elements such as degree of complexity of the customer interaction, the level of confidence the customer has in using particular channels, the channel’s attributes and how well it supports particular customer interactions, and the cost of maintaining services through each channel.
A channel strategy can then be developed identify and balancing the significant business benefit in lower cost-to-serve and improved customer service delivery.
Some of the key components of the study include:
Root Cause Data Capture: Provides a full view of every contact and manual transaction received and managed at the contact centre, identifying perceived value and real costs of interactions
Transaction Process Mapping: Provides for current and future state transaction management planning via Value / Irritant matrix.
Value / Irritant Mapping: Maps the inherent value of contacts and transaction within the contact centre. Enables all contacts and transactions to be assessed for either elimination, automation, simplification or opportunity leverage.
Solutions Roadmap: Establishes a clear contact handling strategy that defines how particular contacts will actually be eliminated, automated, simplified or leveraged. Elimination of lowest value transactions via redesign or reorganising specific reasons for transactions. Simplification of medium value transactions via increased information provision at the original customer interaction point