7P Contact Center Discovery

The role of the contact center is evolving at a rapid pace - from expanding interactions with omni-channel communication strategies to driving more efficient operation leveraging AI and analytics and more. To help you assess the potential for your organization and help you make the right decisions, we offer a 360-degree assessment of your existing operation - 7P Contact Center Discovery.
7P Discovery

Our 7P Contact Center DiscoveryTM Assessment Framework

Using our 7P’s Contact Center Discovery™ Assessment Framework we audit where your organization is today and where you want to be in the short, mid, and long term. This objectively assesses your needs with a 360-degree view and provides a set of recommendations to help you achieve your goals.

Platforms

Assess the landscape and the opportunity to optimize, rationalize, integrate, or transform.

Position

How and why, you interact with your customers.

Path

Where are you going: video, CSAT or innovation.

People

Team investigation, ways of working, goals and how they achieve them.

Performance

Metrics and audit: what and how well are you doing, services levels, KPIs.

Pain

Understanding business challenges, e.g., headcount, culture, costs, quality.

Price

ROI, agent wages, average cost of agent, cost per transaction.

In Detail 7P Contact Center Discovery

Our Approach

We spend time with nominated technical and operational stakeholders, who perform critical roles in the contact center. The aim is to gain a clear perspective on the current customer, employee, and operational experience. This is what we call our Discovery Phase. Key stakeholders should include: Contact Center Advisors, Team Leaders, Quality Management, Heads of: Contact Center, Customer Experience, Transition / Change, Training, HR, IT and Finance.

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The Results

The output from the Discovery Phase is a comprehensive recommendations report referencing the 7 Ps Contact Center Discovery™ considering the impact of people, process, and technology.

The recommendations that will materially impact metrics may include: CSAT improvement, Productivity, Channel shift, Contact avoidance, ESAT, Net Promoter Score, Shrinkage, Adherence, Cost to Serve, Retention.

Recommendations will be prioritized to ensure they reflect your objectives and we offer a follow up workshop where all key stakeholders are engaged to review the results and determine the commitment needed to fulfil the agreed priorities

Results

Potential Outcomes

A 7P Contact Center Discovery engagement for a UK Hospital provided the foundation to build a 7-point plan for Year 1 which resulted in: 

  • Staff turnover reduction from ~20% to less than 5%
  • Call abandonment reduction from 20% to 3%
  • Average call waiting time reduction form >30 sec to 10 sec
  • Staff recruitment growth to meet planned budget
  • Reduced training requirements by 45%
  • Simplified quality assurance processes
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