Harmonize

In the Harmonize phase of the solution, the focus would be on driving operational excellence to enhance user base growth. We will address the following themes in this section:

Business KPI led operating model:

• Improve client’s NPS, customer retention, and customer lifetime value
• Cost-effective location strategy
• Accelerated 6 months phased, risk averted/toll gated, tools-driven vendor to vendor knowledge transfer

Process benchmarking, driving operational metrics

• CSAT, AHT, SLA, quality, abandon rate, resolution rate
• Client’s process, tech stack & tools harmonization
• Effective SOP management/run book automation
• ~10% process improvement led benefits covering value stream mapping, concurrency benefits and cross skilling resource consolidation
• Real time performance monitoring and reporting to drive transparent yet robust governance

• Seasonality management : Manage business spikes via local recruitment partners, LEAN resourcing/ elimination of skillset redundancies
• User experience management:  Driven through speech to text analytics, web form self service enhancements
• Agent management: AI-driven agent management, agent retention & engagement tools
• Process improvements: Process control & quality optimization through proactive value stream mapping
• Reporting and dashboards: Visibility, transparency and collaboration through proposed unified reporting dashboards
• Workforce management solutions

• Executive sponsorship for investing in process transformation, design thinking  & implementation
• Extend our partnerships/tools & resources to support customer’s digital transformation journey
• Set up innovation hubs to ensure implementation of best practices, continuous improvement and support
• Set up a Customer Experience Hub to monitor, manage & improve customer experience and retention across all channels