Provide the Change Management for Outsourcing of a range of services including store call handling, e-commerce queries and customer relations support
Our Business Change Management approach included:
We helped our client to reduce their customer complaints by 98% (12% to 0.2%) in 12 months. We delivered £50k per year saving via Interactive Voice Response (IVR) messaging to avoid contact. We reduced their contact rate from 27% to 4%.
Similar strategic operational improvement work includes driving adoption of a set of standard operating procedures for a 17 language technical support shared service centre for a technology business, and identifying why some International markets were significantly more lucrative than others for a multi-national retail business.
Let us help you with the change management aspects for your outsourcing. We work with organisations to deliver customer centric change, with tangible results and sustainable change outcomes.
“Professional, reliable & diligent – highly recommended”