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Consultancy

Conn3ct offers a range of fully customised Consultancy Packages for Contact Centre and Unified Communication optimisation based on our 30 years of knowledge and experience. Our Consultancy Packages have been crafted through extensive experience working with global blue-chip customers.

Our Consultancy Approach

Our approach is to understand the business goals and the customers’ journey across all touchpoints, so we can design the best solution to help deliver exceptional customer experience. We start by taking a top-down approach to understand your business issues, so we can deliver the best solution to meet them.

  • What are the key business goals and drivers?
  • How does the business operationally support those goals?
  • How does available Contact Centre technology support the business operations?

We then view your business from your customer’s perspective to add value and provide insight.

  • How easy is it for customers to interact with you?
  • What channels are available and can they self-serve where and when required?
  • How easy is it for the agents to provide effective customer service and first-time resolution?
Customer Experience Audit

“Understanding the customer journey is about learning what customers experience from the moment they begin considering a purchase, and then working to make the journey toward buying a product or service as simple, clear, and efficient as possible.”


- McKinsey & Company

Business Outcomes

Our approach is to understand the business goals and the customers’ journey across all touchpoints, so we can design the best solution to help deliver exceptional customer experience. We start by taking a top-down approach to understand your business issues, so we can deliver the best solution to meet them.

 

 

Problem and Change Management_V2

Timelines

Our approach is to understand the business goals and the customers’ journey across all touchpoints, so we can design the best solution to help deliver exceptional customer experience. We start by taking a top-down approach to understand your business issues, so we can deliver the best solution to meet them.

 

 

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Consultancy Packages

Our Consultancy Packages are designed to complement your offering. All our audits will identify improvements and make recommendations that can be made to the customer journey. Each audit will end with a comprehensive report that will be presented back to the customer in a Review and Feedback Workshop.

Customer Experience Audit v2

Customer Experience Audit package includes

  • Interviews and workshops with key stakeholders, e.g. COO/CXO, Key Business Unit Heads, Contact Centre Manager, Agents, etc. We will also conduct side-by-side contact handling observation within the Contact Centre itself.
  • “Mystery Shopper” analysis of customer experience.
  • Review of contact routing (customer ID&V, customer segmentation, contact recognition), in-queue treatments, IVR menus and self-service provision, contact reason, transfers, contact volumes/handling times/abandonment rates, queue times, opening times, and service levels.
  • Assessment of customer treatment consistency.
  • Review of any in-progress improvement plans or planned changes to processes or applications.
Contact Centre Infrastructure Audit_V2

Contact Centre Infrastructure Audit package includes

  • Interviews and workshops with key stakeholders, e.g. COO/CXO, Key Business Unit Heads, Contact Centre Manager, Agents, etc. We will also conduct side-by-side contact handling observation within the Contact Centre itself.
  • “Mystery Shopper” analysis of customer experience.
  • Review of contact routing (customer ID&V, customer segmentation, contact recognition), in-queue treatments, IVR menus and self-service provision, contact reason, transfers, contact volumes/handling times/abandonment rates, queue times, opening times, and service levels.
  • Assessment of customer treatment consistency.
  • Review of any in-progress improvement plans or planned changes to processes or applications.
Agent Experience Audit

Agent Experience Audit package includes

  • Interviews and workshops with key stakeholders, e.g. COO/CXO, Key Business Unit Heads, Contact Centre Manager, Agents, etc. We will also conduct side-by-side contact handling observation within the Contact Centre itself.
  • “Mystery Shopper” analysis of customer experience.
  • Review of contact routing (customer ID&V, customer segmentation, contact recognition), in-queue treatments, IVR menus and self-service provision, contact reason, transfers, contact volumes/handling times/abandonment rates, queue times, opening times, and service levels.
  • Assessment of customer treatment consistency.
  • Review of any in-progress improvement plans or planned changes to processes or applications.

Book a free consultation

We listen and learn to understand
your business challenges, so we can
deliver the best solution that will fix them.

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