Call Center Optimization
Pinpoint problem areas by implementing KPIs that matter
Measure performance at the lowest granularity level - individual calls
Analyze the data and find root causes of suboptimal performance
Implement improvements and measure the results
Asses the impact of implemented change and raise the performance bar
Collections Optimization
Select a small number of KPIs that explain 90% of changes in the AR portfolio
Measure performance at the lowest granularity level - individual customer bills
Analyze the data and find indicators that show concentration of value
Integrate measurement and analysis with operations (systems and organization)
Implement improvements and measure the results
Asses the impact of implemented change and raise the performance bar
Marketing / Customer Contact
Multi dimensional market segmentation (demographic, psychographic, geographic, proximity
to the network, etc.)
Multi-channel marketing campaign development and delivery (phone, IVR, text, mobile,
web)
Feedback capture and marketing campaign effectiveness measurement
Campaign reassessment and realignment when necessary
Customer Experience
Define customer segments
Capture customer feedback utilizing customer preferred communication channels
Store customer feedback in a single source of truth database
Set performance targets and measure customer satisfaction
Implement improvements and measure the results of your efforts