Overview    CIE    Service Offerings    Methodology    Results    Tools

Could you be doing more with less?
  
Customer contact operations often account for a major percentage of a company's operating budget. Increased pressure to reduce cost has caused organizations to look to their customer operations for efficiencies and savings forcing managers to consider consolidation and/or centralization of contact centers. Increasing the utilization of more cost effective interaction channels without compromising quality continues to challenge management. With customers demanding 24x7 service, faster response times, increased access and one-stop shopping, contact center consolidation and efficiency can be considered a likely strategy to meet these requirements while decreasing operating expenses.

Cost management and contact center consolidation can be an attractive business proposition. It promises a host of potential benefits including labor savings, operating efficiencies, improved service quality and a greater use of technological resources.

Fundamentally doing business differently requires call-handling fundamentals to be aligned. True consolidation and/or targeted automation affect routing, staffing, information access, processes and technology.

A cost-focused program requires a comprehensive analysis to identify the economies, benefits and risks involved in every decision. Detailed migration planning for consolidation is required to ensure that the project meets both the schedule and the business requirements without disruption to the existing customer base and service levels. A detailed review of people, telecommunication, process and other operating costs can deliver tangible, results to your bottom line.

The Solution
The Customer Group, LLC. has developed a proven approach to successfully identify gains in productivity, profitability and service levels. We call it Customer Cost Management (CCM).

Customer Cost Management is a proven approach for assessing the opportunity, planning the changes and supporting the efforts to streamline an operation and equip it to "do more with less".

Our projects have resulted in considerable efficiencies, cost savings and quality improvements achieved through increased consistency and effective consolidation. Ongoing monitoring and evaluation of current operations can result in opportunities to more effectively manage the costs of interacting with your customers.

CCM Approach
The CCM approach begins with the study of the customer interaction strategy and vision. Having this insight, we then turn our full attention toward understanding the current people, process and technology capabilities, forecasts, requirements and costs. Every facet of your current interaction center model will be reviewed and analyzed relative to consolidation opportunities and cost-savings.

The Bottom Line
Today's business environment has changed. Mergers, acquisitions and other forms of major organizational change have forced companies to quickly change their approach to their service offerings. During the change cycle, creating a competitive advantage through optimization (centralization or consolidation) of a contact center is often a critical success factor. Effectively managing and optimizing the cost/benefit balance requires educated and thorough attention. CCM focuses on customer interaction operational excellence to deliver tangible, bottom-line profit improvement.