Deep-Dive Assessments

These assessments are engaged when a client: knows specific root causes that need correction; are launching into a new area (for example, line of business, a center move or addition) or as follow-on to correct deficiencies provided from a quick-hit assessment.

Clearly defined and stated overviews of the business and operational improvements to be achieved for each area are stated. Using the client's philosophies and objectives as guidelines, this assessment accomplishes an in-depth evaluation of the strategies, operations and technologies involved in the target areas such as: IVR utilization, agent desktop consolidation and systems integration. All required functional areas across the enterprise that may be contributing to the issue(s) are involved as needed. The process and procedure threads, including people and technology, are followed from origination to completion including extensions into processes external to the contact center.

Example deliverables include:


  • Findings:
     
  • Documentation of where processes are broken
  • How they are blocking attainment of corporate objectives                                                
  • Social Network image                                                                                  
  • Operational impacts on
            
  • Customer satisfaction                                
  • Sales                                                                                                
  • Agent productivity                                                                                                                                
  • Customer attrition and loyalty
  • Recommendations, including details needed for each solution to be implemented by Piercetech, the client or a combination of resources, for example:
     
  • Data mapping                                                                                                                                
  • Report designs                                                                                                                                
  • CTI and routing elements                                                                               
  • Integration designs and requirements                                                                                   
  • CRM additions, modifications and integration                                                                                      
  • Agent or other workstation screen designs                                                                                           
  • Form development                                                                                                                                
  • Custom software development                                                                   
  • IVR menu designs, flows; integration for self-service applications                                              
  • Recommendations, plans and designs for utilizing Social Networks                                          
  • Service to sales expansions                                                                      
  • Other systems integration
  • Prices to implement solutions                                                                                                    
  • ROI's for each recommendation                                                                                                    
  • Timelines and project roadmaps to accomplish client long-term client objectives