Service operations: what we assess, and what it has produced
Date Published
A service operations assessment is only as good as its coverage. These are the eight areas Voyage works through, and they are worked through together, because a handle time problem is rarely a handle time problem.
The eight competencies
Project management and information gathering. Planning sessions, leadership interviews, data requests, center of excellence design, scheduling.
Site visits and discovery. Leadership, HR and recruiting interviews, team focus groups, call listening and representative shadowing, digital channel analysis.
Workforce management, customer demand and agent capacity planning. Volume forecasting and trend analysis, service level improvement, queue evaluation and consolidation, real time adherence, shift bids, absence planning.
People and management evaluation. Hiring practice and policy review, headcount, attrition and tenure analysis, coaching and performance management, metrics.
Quality, coaching, process, training and knowledge. Evaluation forms, calibration, training, knowledge management, communication and change management.
Technology evaluation and modernization. Contact center as a service and telephony, agent desktop, digital customer service, workforce optimization, analytics, self service and automation.
Cost and facilities review. Labor cost breakdown, facilities and lease review, unit cost, contractual requirements, profit driver modeling.
Recommendations and roadmaps. Opportunity and findings lists, gap analysis, maturity models, roadmap development, implementation planning and risk analysis.
Three engagements
Speech analytics at a large government call center. A program spanning six sites taking more than 30 million calls a year, covering 100 percent call recording, call type identification, and leadership training for 400 contact center managers.
A year of quality across Medicare contact centers. A 4,000-FTE organization, where the work was a quality roadmap, an analysis of current performance, and the implementation of what that analysis recommended.
Sales effectiveness at a 400-agent contact center. Working with agents and leaders to identify what the best ones already did, then building the tools and training the floor to raise conversion.
What clients said
"We found Voyage to be professional, easy to work with and laser-focused on our success. The project was incredibly successful, delivering an ROI of 3:1 while improving service and quality." Chief executive, financial services.
"Our partnership with Voyage Advisory has been strong. Their approach has driven tangible improvements in many areas of the business." Vice president, higher education contact center.