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Home > Customer Centric > Optimise Performance
Revenue Enhancement and Optimisation
A no cost exercise that is typically funded on a revenue share basis that delivers SIGNIFICANT income enhancement straight to the bottom line.
Forming an Enabling Culture
From these programmes there is the potential to build towards “Investor in People” certification within 12-18 months timeframe.
Workforce Organization
We are able to provide a strategic and functional coaching programme that looks at business structures, team organization, and also features specific coaching for agents to help them in every day situations. … preparing for fires and not just fighting fires .
Process Mapping
A train the trainer programme in getting the members of an organization to learn “brown paper” mapping techniques. Ideally this would form part of a cultural review that is focused upon enabling the workforce.
Collection Strategies and Practices
fasEo would offer to review and rewrite the collections strategic approach to:
- Address the customer contact strategy from pre-collection, cycles 1+, and through to charge-off and recovery.
- Increase agent productivity within the existing platform and telephony.
- Install appropriate tracking and measurement.
- Mitigate roll rate and lead to a reduction in eventual charge off values through improved production.
- Deliver agent training
Rework and Root Cause Analysis
We would propose a programme of Root Cause Analysis to eradicate the base problem, reduce the re-work and make significant positive impact in the level of customer service.
Managing Information at all levels & MIS
Our database experts can review internal systems and data feeds to overhaul reporting, delivery and use.
Delivery Systems
We would propose a review of how the core engine can better deliver against user requirements.
Marketing and Development
Post Account Acquisition
We offer our services in the following key areas of expertise:
- Appropriateness of products offered
- Channel availability – embracing the newer communications, and in many sectors more effective channels of email and web for sales opportunities, contact and activity strategies.
- Inbound sales development from account service call.
- Product growth and switching.
- Activation. Defection and inactivity avoidance.
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