Despite the vast array of metrics found in every contact centre, very few Service Leaders are able to articulate how much avoidable contact their teams receive every day, and how much it’s costing them to handle.

Service waste - handling unnecessary contacts and carrying out process steps that add no value to the customer outcome - is a key driver of poor CX and inflated costs, but typically goes unnoticed and unmeasured.

Being able to identify, quantify and then take action to eliminate the root causes of service waste is critical - and is at the heart of our Effective Service approach.

It’s a way of working that’s been adopted by leaders at organisations like Aviva, Allianz, Ageas and Hyperoptic. They have learned that, by tackling service waste and designing processes to be effective, not just efficient, they can reduce costs AND provide a much better customer experience.

These companies all have metrics to help them understand:

• who is contacting them

• why those contacts are made

• how much avoidable contact they are handling

• how many repeat contacts they receive

• how effectively those contacts are handled

Service Waste is real and exists in every business that deals with customers. Just because you don’t measure it - that doesn’t mean it doesn’t exist. It does, you just don’t how much is there or how much it’s costing you in brand damage, employee burnout and hard OpEx.

How much is Service Waste currently costing you? It’s there right now. Can you afford not to know?

• Quick and easy to sign up

• Low cost, low risk project

• Can be carried out on-site or remotely

• Typically takes less than a week

• We’ll do it with your team (not ‘to’ you)