BLOGS

'Your Call'

  1. The difference between good and great customer service Julie Trajkovski 11-Jun-2013

Big on Data

  1. Big Data is all about the People Julie Trajkovski 14-May-2013

Customer Voice

  1. Customer Experience Design and Big Data Julie Trajkovski 29-May-2013

SocialCX

  1. The disconnect between Social customer interaction channels offered and used Julie Trajkovski 04-Jun-2013

Diagnostic Reviews of Service/Sales Operations

We have over 15 years experience in assessing the performance of service and service & sales operations across Australia, New Zealand and Asia. This includes assessing contact centres, branches, stores, online and other service channels.

Our methodology involves (but is not limited to) assessing the processes and performance of:

  1. Strategy
  2. Business Model of Operations
  3. In-house vs Outsourcing
  4. Organisational Structure
  5. Processes
  6. Technology
  7. Human Resources
  8. KPIs and Reporting
  9. Business Continuity
  10. Environmental Policies

The Diagnostic Review includes the following methodology:

  • Qualitative phase: interviews with key stakeholders, employees, suppliers, customers.
  • Data analysis: analysis of raw data related to customer interactions, service efficiency and effectiveness.
  • Quantitative Assessment: detailed quantitative review of up to 150 data points.
  • Benchmarking of performance: Comparative benchmarking with up to 150 other organisations domestic and international. Benchmarking may be against:
    • Competitors
    • Industry
    • Service operations of similar size
    • Public and private sector organisations
    • Organisations in a certain geographic region
    • Wider service industry
    • Other

The deliverables of a Fifth Quadrant Diagnostic Review of Service Operations include a report which details:

  1. Current and validated performance against all criteria under review
  2. Identification of areas of good performance that should be continued
  3. Identification of areas of poorer performance
  4. Quantification of inefficiency and ineffectiveness
  5. Comparison of performance with other organisations or segments
  6. Recommendations as to what to focus on in order to achieve best practice
  7. A Road Map for Implementation
  8. A Business Case for Implementation

Fifth Quadrant then may assist in managing the implementation of improvements or advising an organisation on implementation.

Download our credentials document.

For more information, please contact one our expert consultants, phone +61 2 9927 3399 or info@fifthquadrant.com.au.