Voice of the Operation

The Voice of the Operation is exactly that, it’s about understanding the characteristics of your operation, both customer facing and non-customer facing, and how they impact on customer satisfaction, loyalty, recommendation and future behaviour.

Improve customer experience and operational efficiency

It provides a clear picture of the causes of customer dissatisfaction, wasted effort and inefficiency and identifies your end to end service delivery blockers. It can also look at employee engagement and how improvements in staff motivation and fulfilment not only reduce your staff attrition but also significantly improves your customer experience and operational efficiency.

Contact Observation

Contact Observation forms part of our Voice of the Operation methodology. It is centred on really understanding a contact centre’s organizational capability, including all aspects of call handling and associated processes. It identifies factors that drive value and those that drive failure. It’s about uncovering the DNA of a perfect call, not only to improve  your customer satisfaction but also for cost to serve optimization. More

Employee Engagement

Employee engagement is the art of coaching and empowering your customer facing employees to take pride in their job, influence how it is structured and managed and, as a result, deliver a consistent, cost effective customer service. More

Statistical Analysis

We use a variety of statistical techniques to deliver true insight into what drives customer satisfaction, customer loyalty, customer recommendation and future behavior. From this we can predict the potential impact of making specific targeted interventions. More