Quality Connex have an established framework for conducting strategic reviews and sales and service diagnostics.
This is a proven methodology that evaluates all aspects of a Sales and Service operation and their underpinning technology. In addition to Sales and Service this diagnostic framework can be applied to other operational areas for example; Claims and Back Office Processing.
We use this framework
- To benchmark across your business
- Evaluate gaps in an operational environment across virtual/multi centres or across teams
- Highlight appropriate practice areas within your business
- Capture business requirements for future change
This diagnostic forms the basis of determining future requirements in a Sales and Service environment that will improve customer experience, employee engagement, productivity and effectiveness, increase sales and reduce cost to serve. The areas in scope for review are modulated your business can review all frameworks (listed below) or just the areas requiring immediate attention
Each area of the diagnostic (outlined in the above diagram) will be scored against industry appropriate practice and our database and operational experiences. Each section has a series of questions (ranging from 40-60 questions dependant on the section) that are weighted and allocated based on observed evidence against appropriate practice. Below is an example of the diagnostic output which will be included in a final report tailored to your needs;
The diagnostic report is purposely developed to provide a fact based view of your operation at a particular period in time. It will provide a thorough analysis on the current position and enables a clear consensus on areas that need to be addressed.
What we do?
- Best practice contact centre and service desk design
- Technology roadmaps
- Omni-Channel Strategies
- Business requirement definition
The value added to our Clients
- Significantly improved customer experience, value, engagement and loyalty
- Reduced cost to serve
- Recommendations that will move your business into the future
Customer Contact Implementations
We have an experienced team of project, customer contact, customer experience and contact centre subject matter experts who understand customer service. Our proven methodology will lead to a successful implementation of new, existing and or home based operations. Quality Connex in conjunction with their hosted technology offering; provide services around short to long term solutions.
We’re passionate about our products and would love the opportunity to demonstrate it