Operational Health Check
Our operational health check is a fast tracked review and benchmark of key components of a high performance culture. The output is a report that provides an overview of your operation’s performance in each area including strengths and opportunities to drive lasting change.
A health check across the Triple Play – Culture, Customer, Commercials
Operating model
Workflow and productivity
Workforce planning
Operating rhythm
Employee engagement
Change readiness
Process effectiveness
Tools
Leadership
CX
360 Degree Review
Our 360 Degree Review provides a view of current state relative to market and helps identify opportunities to evolve or transform operations for your business.
Macro Industry Trends
Co-design & Recommendations
Capability Maturity Assessment
Contact Centre
Health Check
CUSTOMER
CX insights, ratings, loyalty, customer journey pain points, distribution strategy
OPERATING RHYTHMS
Meeting cadences, coaching, leadership, communication, visibility (reporting)
PARTNERING
Capability, partner satisfaction, effectiveness, alignment in goals, ownership and oversight
PEOPLE &
CAPABILITY
Leadership, employee experience, talent attraction, development and retention, operating model, right people, right role, capability development, tools, speed to competency
PERFORMANCE & PRODUCTIVITY
Performance against core KPls, productivity, workflow, AHT, capacity planning, WFP, process improvement opportunities, controls
PLANNING & EXECUTION
Meeting cadences, coaching, leadership, communication, visibility (reporting)
TECHNOLOGY & TOOLS
Digital, contact centre systems, capability, utilisation, automation, AI, channel mix efficiency & effectiveness