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15-Point Operational Assessment

In the past 15 years our consultants have helped dozens of clients achieve improvement in cost, service and quality through our two-week operational assessment – a low-cost, low-risk project guaranteed to deliver value.  During the course of the two weeks our expert team of consultants will move quickly through your contact center collecting information through observations, interviews and data analysis as we assess your operation’s effectiveness across 15 contact points:

Our 15-Point Operational Assessment will include the following core deliverables:

• Document work drivers, processing steps and volumes

  1. Most organizations lack a discrete understanding of work activities / effort, which can translate to inefficiencies, unnecessary cost and a demoralized workforce
     
     
• Validate processing steps and times for core work drivers via observations
  
  
• Determine costs associated with process divergence

  1. Element analysis of key work drivers highlights potential issues
  2. System dependency analysis illustrates how effectively existing CRM is utilized
  3. Desk level process decomposition exposes potentially hidden, unintended costs
     
     
• Benchmark and evaluate individual, team and center performance

  1. Benchmark data will cover cost per transaction, quality, service and productivity
     
     
• Develop staffing models for all areas in scope

  1. Activity-based management principles will be utilized to build staffing models
     
     
• Compile and quantify preliminary list of operational opportunities

  1. Quantify all opportunities, develop implementation plan and risk assessment
     
     
• Conduct time allocation study for frontline leaders

  1. Determine if perceived allocation of time aligns with reality and leadership vision
     
     
• Deliver midpoint and final presentations

  1. Include current-state view of service delivery organization, an evaluation of key operational disciplines and a forward looking view of improvement opportunities
  2. Deliver all assessment findings, observations and presentation material for future consideration