Servion has developed a model to map and optimize customer interaction – Contact Optimization Model. This model helps analyze, define, and optimize the customer interaction / contact and helps offer a differentiated customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level or stage.

Servion offers a wide range of consulting services. These services are offered in specific areas such as process, technology, and operations. The process starts with the validation of a business idea and provides a comprehensive view of business requirements in terms of skills, manpower, and budgets, as a result of which the appropriate technology is identified. In addition, we also offer complete project management services.

A rare combination of skill sets and more than a decade of experience have helped us to set up a competent and successful global consulting practice. We have worked with organizations around the globe to enhance customer interaction. These organizations cut across diverse verticals such as banking and finance, telecom, real estate, outsourced outbound Call Centers, retail, and transportation.

Our complete range of consulting services includes the following:

Technology GAP analysis: Technology GAP Analysis is aimed at improving the effectiveness and efficiency of a Contact Center. This analytical procedure quickly identifies the bottlenecks that impede performance and highlights what can be done to improve the same. Our Technology GAP Analysis focuses on identifying problem areas and the remedies to successfully overcome them.

It begins with an audit of the existing processes, the supporting OSS and BSS structure, support systems such as databases and hosts, technology, and finally operations. The analysis seeks to resolve not just by rectifying technology in isolation, but also by correcting the faulty base process itself. This ensures that the problem is eradicated at the root.

Process GAP analysis: Process GAP Analysis focuses on change or process re-engineering in organizations that wish to achieve higher productivity from existing people, technology, and infrastructure. It can be in areas such as adoption of advanced technology, or perhaps a process change such as consolidation of diverse Contact Centers to a single site, or the design of a business continuity plan. We have offered our services to clients ranging from industry leaders to start-ups. The offer being, recommendations that are cost effective, quick to deploy, and help increase customer satisfaction and loyalty.

A typical technology enhancement plan for an existing Contact Center includes improving the current technology applications and defining an implementation roadmap for the future

Workforce optimization: Workforce Optimization assesses existing customer interaction routing and workforce scheduling practices, mines for complex interlinks between a set of variables (routing operations, number of splits, workforce skills, workforce groupings, shift patterns), and arrives at recommendations to improve schedule accuracy resulting in substantial savings. It comprises a simple, three-step process:

Assessment: This begins with a comprehensive understanding of the Call Center’s business objectives, service parameters, resources, and infrastructure. Time is spent with IT, operations, and business teams to make the learning effective. A comprehensive set of data is also collected from the reporting systems to validate our understanding.

Analysis: This process entails a two-level analysis of the findings from the assessment phase. Level A analysis helps to put a prima facie ‘systems model’ of the Contact Center in place. The Level B analysis gathers further data and observations. It provides for a further refined ‘systems model’.

Recommendations: The various alternative routing strategies and schedules, the savings and gains to be made with them, and their implementation difficulties are weighed and a set that is of maximum value to the client is provided.

Outbound operations optimization: This service assesses the existing Contact Center setup thoroughly and brings out critical points that are a major block towards achieving set targets and improving Contact Center performance. The service specifically looks at the processes of calling, selling, and revenue generation. Outbound Operations Optimization service is a simple, three-step process.

Assessment: It begins with a comprehensive understanding of the Contact Center’s business and operational activities through a data collection workshop. A detailed study is conducted on the current operation setup where agent productivity and sales turnout are checked along with quality reports.

Analysis: The gathered data is sliced, diced, and mined for detailed analysis. A relevant report is generated where all gaps are highlighted. The consultant performs a detailed audit of every report and compares it with his observations. Every agent is audited – voice files, feedback, utilization, and lead report are assessed.

Advice: A detailed set of recommendations on how the Contact Center can increase agent productivity, sales, and revenue, while keeping quality intact, is generated. The performance optimization report provides a combination of solutions that includes a refresher training module on product, agent monitoring, and call feedback; quality training and quality feedback; and an increase in net conversion of sales.

Technology solutions

Servion utilizes the best-of-breed technologies, products, and systems integration skills to develop product offerings and services that can be adapted to a range of businesses. These include Customer Interaction Management solutions (end-to-end Contact Center solutions) and application integration services.