Piercetech - Customer Focused Solutions

CASE STUDY

Deep Dive Strategy Consulting

After performing a quick-hit assessment for a global bank, the need for an evaluation of two specific customer facing areas for their US operations was recognized and justified.† This was a strategic approach, with evaluations and recommendations performed with a vision vies-a-vie the business goals and objectives of the client.† The findings were presented in such a format as to allow evaluation by both executives and operational management. The two areas were:†

Call Center Dashboard & Performance Metrics and Process Assessment:

Determined the current state the of the call center measurement tools (historic and real-time)
Identified the “gaps” between the current and desired state
Explained the business impact of those gaps
Identified processes and technology required to close them

Call Center Process, Workflow and Organization Evaluation:

Provided detailed documentation of established methods

Defined the interrelationships of those elements

Identified requirements for optimization of all elements

These assessments resulted in an intensive 400-page, cross-functional document, including assessments of the following functions:

Call center management

Customer analytics

Internal project management

Technical services

Learning & development

Business function stakeholders

Some of the major insights provided by this document were:

Benchmarking

Roadmaps (timelines and costs from current to desired state)

Impact explanations, especially

Customer service

Sales

Agent productivity

Management simplification

Desktop design & function evaluation

Key Performance Indicator (KPI) identification

Dashboard designs

Executive level with compound KPIs

Management level

Agent level

VRU menu and applications evaluation

Knowledge Management utilization and improvements

ROI analysis for each element (all 8 months or less)

As a result of the above assessments, Piercetech was chosen to complete the following projects immediately, which were deemed the highest priority:

A complete VRU menu and application redesign

Agent & management dashboards architecture and design

Event & detail tracking reporting architecture and design

		SERVICES \| CUSTOMER ENGAGEMENT CASE STUDY Deep Dive Strategy Consulting After performing a quick-hit assessment for a global bank, the need for an evaluation of two specific customer facing areas for their US operations was recognized and justified.† This was a strategic approach, with evaluations and recommendations performed with a vision vies-a-vie the business goals and objectives of the client.† The findings were presented in such a format as to allow evaluation by both executives and operational management. The two areas were:† Call Center Dashboard & Performance Metrics and Process Assessment: Determined the current state the of the call center measurement tools (historic and real-time) Identified the “gaps” between the current and desired state Explained the business impact of those gaps Identified processes and technology required to close them Call Center Process, Workflow and Organization Evaluation: Provided detailed documentation of established methods Defined the interrelationships of those elements Identified requirements for optimization of all elements These assessments resulted in an intensive 400-page, cross-functional document, including assessments of the following functions: Call center management Customer analytics Internal project management Technical services Learning & development Business function stakeholders Some of the major insights provided by this document were: Benchmarking Roadmaps (timelines and costs from current to desired state) Impact explanations, especially Customer service Sales Agent productivity Management simplification Desktop design & function evaluation Key Performance Indicator (KPI) identification Dashboard designs Executive level with compound KPIs Management level Agent level VRU menu and applications evaluation Knowledge Management utilization and improvements ROI analysis for each element (all 8 months or less) As a result of the above assessments, Piercetech was chosen to complete the following projects immediately, which were deemed the highest priority: A complete VRU menu and application redesign Agent & management dashboards architecture and design Event & detail tracking reporting architecture and design
	home \| overview \| services \| expertise \| about us \| partners \| contact us
		© Copyright 2009, Piercetech. All rights reserved .