One of the big four Australian Banks engaged Flare Design in December 2012 to independently review the contact centre operation, investigating opportunities to drive operating efficiency in its customer service business. The goal was to identify possible avenues to transform the operating model utilising best practice learning and enabling technologies, creating a scalable and more cost efficient customer contact solution.
Flare Design approached this by examining, in parallel, designs that improve customer engagement, sales, and retention, and within the context of a roadmap that allowed for future development of the channel.
The analysis and recommendations highlighted the challenges the business faced in step changing its performance. This “as is” state then formed the basis for the recommendations based on best practice systems, operating practices and processes to positively transform the way this bank operates.
Following this work the bank went about developing a transformation program, establishing key executive buy-in during 2012. The effort has resulted in the agreement of a 2013-2018 transformation program, targeting very specific customer sales and service strategies, delivered through enabling technology, a new focus on people and channel independent processes to deliver on the bank’s vision.
Flare have been re-engaged and we are very excited to be involved in helping shape this future and delivering a seamless and effective customer experience. This is definitely a win-win for customer and business.