Delivering The Benefits
Too many technology projects fail to deliver on their stated goals. Organisations are repeatedly failing to take advantage of new technology deployments to improve their business
Sabio believes that technology should act as a catalyst to improve the performance of your business. Whilst some business benefits can be gained by simply replacing old technology with new, this does not represent success alone.
Real success is the ability to fully exploit technology to transform your customer service operation.
Technology deployments that really transform your business go hand in hand with operational change. Operational change involves your people, processes, technology and customers. It requires a commitment from your business, a detailed understanding of your operational processes and the ability to implement change.
Sabio's Target Operating Model consultancy engagement is designed to enable your business to make the operational change required to fully exploit your technology solution. The Target Operating Model focusses on engaging your people throughout every stage of the project to ensure that new technology and processes are understood and adopted. Additionally, the process helps you to define and deliver an operational structure and a set of best practice processes that will transform your customer services operation.
The Target Operating Model process
Sabio's Target Operating Model process is designed to fit around a more traditional technology implementation process. The key objective of this approach is to ensure that your operation extracts as much value out of the technology as possible.
Key activities include the following:
Most organisations simply turn up and ask you how you want your new system to be configured. Sabio consultants carry out a diagnostic of your operation to understand your business challenges and how the technology can be deployed to maximum potential. Information gathered through the Insight process I used here. This process is key to informing the design phase of the project.
Throughout the entire project, Sabio will work with all of your key stakeholders to ensure that they are fully engaged with the project and what it will deliver. This typically involves running a series of workshops and one-to-ones as well as identifying champions to inform and engage throughout. Key stakeholders include Execs, Managers, Customer Services advisors and everyone in between. We have found that this approach is key to the success of the project.
When the new technology is deployed, your team will be tasked with testing all of the functionality and capabilities. We have found that accompanying your team during this phase and 'hand holding' the testing process significantly improves your teams understanding of how the technology works. This leads to greater uptake, less panic at go live and reduced incidents raised.
Once the technology is live and has had a chance to settle in, Sabio carry out a post implementation review. This is designed to ensure that the technology is working as planned, the processes that have been defined are fully optimised and utilised and that people are using the technology to its full potential. Post implementation reviews are a great way to ensure that best practice is maintained.
With real people (customers and staff) using the technology and processes it is important to monitor how they are performing and optimise where necessary. This could include making simple tweaks to call routing, changes to your quality process and amendments to how you gather customer feedback. The best customer services operations continuously review and optimise – we can help you develop this culture within your operation.
TOM Focus areas
The Target Operating Model Is focussed on the following areas:
How can your technology and processes change to ensure a happy, productive and customer centric culture. How can we introduce change into your business and ensure that changes are fully adopted and embraced.
Your people are at the heart of your organisation. Delivering successful technology projects often means changes to culture, working practices, contracts, incentives and KPI's. This module focusses on how to measure, engage and develop your people through effective change management. Sabio's consultancy team has helped many organisations undergo successful change programs. Don't miss the opportunity to transform your organisation - make sure that you change for the better with the help of our team!
This module is focussed on how the multi-channel technology integrates into your business and is designed around your customers. Whether it is using social media to engage and develop your community or using web chat to help your on-line customers.
Whether it's integrating your website to your customer service centre or simply routing emails more efficiently. When it comes to multi-channel customer engagement, Sabio's consultancy team will provide you with the expertise to really make this work for your operation.
Most organisations have some sort of quality process in place however these are often box ticking exercises that are designed to ensure that staff are following process. Not enough value is placed on customer engagement, staff empowerment and process improvement.
Sabio will help your organisation to develop a truly engaging quality process that empowers your staff and engages your customers. We can help you to develop a process that allows you to quickly identify the contacts that really need assessing. Don't just carry on ticking boxes - evolve your quality process to value trust, empowerment and emotional engagement between your staff and customers and see your customer feedback scores go through the roof!
Work Force Management
Work Force Management is a skilled profession that sits at the heart of any successful customer services centre.
A high performing planning team can deliver significant savings to your operation and provide your leadership team with confidence and clear insight into how your operation needs to grow whilst delivering a consistent customer experience. Your planning team should manage contacts across multiple customer channels and across the front and back office.
Technology is only one part of a successful planning team. This module is designed to allow Sabio to help your organisation to develop a world class planning function that compliments the technology with a focus on best practice processes and engaged people.
Without exception, award winning contact centres have strong technology and processes to capture customer feedback and learn from it.
Feedback is one of the most important activities that can be carried out by todays customer centric organisations. Unfortunately though, having invested in technology to gather feedback, far too many organisations fail to adequately respond to the feedback they are given from customers and staff. Feedback contains a goldmine of information that, if acted upon, can transform your organisation.
To really take advantage of your new customer feedback solution, Sabio's consultancy team has created a set of best practices processes that will help you maximise the benefits of the technology. These processes have been developed through years of experience of working with award winning contact centres who have totally transformed their operations by acting on feedback from customers and staff.
Sabio's consultancy process focusses on helping your organisation in the following areas:
- What questions should you be asking customers?
- How should you offer the service to customer for maximum uptake?
- How do you incorporate the feedback into your staff performance management process?
- How should your quality process change to reflect customer input?
- What is the best way to feedback to the rest of your organisation?
- How do you react to positive and negative feedback?
Sabio's best practice customer feedback process includes the following activities:
- Initial planning session to establish setup and questions
- Engaging all key stakeholders to discuss, establish and embed customer feedback strategy
- Review and recommendations of agent performance management process
- KPI's, sharing anecdotal feedback etc.
- Review and recommendations of quality process
- Comparing internal and external scores, structure of quality form etc.
- Establish process to feedback to rest of the operation
- Establish process to respond to positive and negative feedback
- Go live support
- Post implementation review carried out 2-3 months after go live to ensure processes are established, review feedback and adjust processes as necessary
Reporting and MI
This module is focussed on ensuring that the technology is configured to provide you with the right information to run a successful operation.
It focusses on ensuring that you are measuring your staff correctly and on how is the information presented to them to ensure maximum performance is achieved.
Sabio will help your organisation to design reports that will provide your management and team leaders with the right information in the right place at the right time. We aim to ensure that that your analysts can analyse – not spend all of their time generating reports.