Our Effective Service Assessment Framework sets out how we approach helping you solve your pressing business challenges.

At the centre of the framework are your customers. We typically begin our engagement by conducting a detailed assessment of a selection of your customer contacts, enabling us to carry out a qualitative and quantitive assessment of what your customers are trying to do, how often they have to contact you, whether those contacts represent “value” or “failure” for them and how effectively your current processes and ways of working allow those contacts to be handled.

The insight you gain will shine a new light on how current performance is assessed and spark a conversation about opportunities for improvement.

We then explore with you the different elements of your operating model to understand what’s really driving performance or under-performance, joining the dots on cause and effect that are not always obvious to the organisation. This includes a review of technology, processes, channels, people and leadership capability and metrics - deep diving into areas that are highlighted as potential issues within YOUR business.

We would normally expect to complete the assessment and produce our findings to you within a four to six week timeframe, depending on the size and complexity of the organisation.

The assessment will provide actionable insights, backed with data, that will turbo charge your business improvement or transformation programme.

Contact us today for more information on how the Effective Service Assessment could help you achieve your goals.