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Enterprise Consulting - Process

Service-Delivery Process Optimization 


Objective:

Increase efficiency and effectiveness on a sustainable basis for a range of operations delivery platforms including customer service centers, field offices, and contact centers.

Features:
  • Process diagnostics and high-level mapping
  • ProcessScore™ depicts processes as they relate to strategic objectives and associated measures, history, trends, targets, assessment rules, cause-and-effect relationships, and other analytical and graphical viewing options
  • Comprehensive set of predefined, industry-specific KPIs
  • Pinpoint process gaps that trigger when actual results move out of defined tolerance ranges for selected KPIs
  • Consolidation, re-alignment, and integration of processes 
Benefits:

  • Accelerated time-to-value
  • Greater service delivery efficiency and effectiveness
  • More accurate demand-forecasting and decision-support
  • Increased value of operations
  • Enhanced service delivery capabilities
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Strategic BPO 

Objective:

Define and implement strategies enabling clients to disaggregate business processes across time zones, geographies, cultures and channels. Harness BPO to optimize service levels, reduce and improve cost structures, and strengthen competitive positioning.

Features:

  • Total cost-of-delivery analysis
  • Construction/maintenance of strategic BPO road map
  • Decision-support for consolidation, superior sourcing and shoring alternatives 
  • Vendor selection guidance and assistance with complex RFPs
  • Presentations with decision-makers for assistance in demonstrating the value of BPO deployments
  • Risk assessment and mitigation
  • Facilitation of BPO management meetings/workshops
  • Service level definition and management
Benefits:

  • Focus on core competencies
  • Increased operational efficiency and reduced operating costs
  • Improved customer experience
  • Risk mitigation
  • Accelerated speed-of-migration and integration of processes
  • Increased retention and customer-generated revenues
 

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Contact Center Optimization 


Objective:

Deliver an enhanced customer experience through customer segmented-treatment and skills-based routing. Automate more calls while improving first call resolution rates. Identify and measure key operational performance indicators.  

Maximize productivity and flexibility and reduce agent costs. Improve operational efficiency. Increase customer revenue and retention rates.

Features:

  • Improve integration with speech-enabled interactive voice response (IVR), Web and agent desktop systems
  • Reduce agent handling time, routing the contact to the best available agent
  • Apply automated data captured in the IVR and Web
  • Increase first contact resolution and customer satisfaction
  • Supply maximum data to agent to reduce repetition of  customer questions
  • Forecast staffing needs accurately; fulfill staffing needs efficiently, making expert use of resource and planning tools
  • Capture detailed contact metrics from each contact touch point
  • Improve the customer experience through continuous monitoring—recording both data and voice—and training/coaching call center agents based on the findings
  • Improve up-sell/cross rates through effective agent training
  • Enhance analytic capabilities to capture information about customer preferences and translate that data into business strategy and process.
Benefits:

  • Maximize contact center investments
  • Improve customer experience quality
  • Reduce overall operating costs
  • Increase efficiency and reduce non-productive charges
  • Boost customer retention
  • Increase customer revenue through effective up-sell/cross-sell



 Find out how Osprey's enterprise process consulting can help
your company.