Our Solutions - Outsourced Management Support
Insight Now is working with a major mobile telecommunications company in the UK to manage more effectively their relationship with an outsourced provider of outbound call support.
Our client found that traditional operational MI, whilst good at monitoring basic standard performance, told them very little about how the customer really felt about the call they had received.
Using our Survey 360 service, Insight Now have created a management tool that enables the senior executives within the client company to track the customer experience in real-time, apply customer-centric measurements to performance related monitoring and, as a result, agree results-based remuneration packages with the companies involved.
Our approach integrates three perspectives of the delivered experience: the customer perspective; the advisor perspective and the team leader / coach perspective. The gaps between perceived and actual service delivery across the three perspectives are exposed rapidly via live dashboards available in the telecomms' company and simultaneously with their outsourced partner, to inform and drive the alignment of processes, behaviours and technologies.
By adopting this approach, everyone who has an influence on customer experience gains a real understanding of the service being delivered and thus the outsourced relationship can be more effectively managed.