Unify 7P Contact Center Discovery

The role of the contact center is evolving at a rapid pace - from expanding interactions with omni-channel communication strategies to driving more efficient operation leveraging AI and analytics and more.  To help you assess the potential for your organization and help you make the right decisions, we offer a 360-degree assessment of your existing operation - 7P Contact Center Discovery.

Unify 7P Contact Center Discovery

The role of the contact center is evolving at a rapid pace - from expanding interactions with omni-channel communication strategies to driving more efficient operation leveraging AI and analytics and more.  To help you assess the potential for your organization and help you make the right decisions, we offer a 360-degree assessment of your existing operation - 7P Contact Center Discovery.

Our 7P Contact Center DiscoveryTM Assessment Framework 

Using our 7P’s Contact Center Discovery™ Assessment Framework we audit where your organization is today and where you want to be in the short, mid, and long term. This objectively assesses your needs with a 360-degree view and provides a set of recommendations to help you achieve your goals.

7P Contact Center Discovery in Detail

  • Our Approach

    We spend time with nominated technical and operational stakeholders, who perform critical roles in the contact center. The aim is to gain a clear perspective on the current customer, employee, and operational experience. This is what we call our Discovery Phase. Key stakeholders should include: Contact Center Advisors, Team Leaders, Quality Management, Heads of: Contact Center, Customer Experience, Transition / Change, Training, HR, IT and Finance.

  • The Results

    The output from the Discovery Phase is a comprehensive recommendations report referencing the 7 Ps Contact Center Discovery™ considering the impact of people, process, and technology.
    The recommendations that will materially impact metrics may include: CSAT improvement, Productivity, Channel shift, Contact avoidance, ESAT, Net Promoter Score, Shrinkage, Adherence, Cost to Serve, Retention.

    Recommendations will be prioritized to ensure they reflect your objectives and we offer a follow up workshop where all key stakeholders are engaged to review the results and determine the commitment needed to fulfil the agreed priorities

  • Potential Outcomes

    A 7P Contact Center Discovery engagement for a UK Hospital provided the foundation to build a 7-point plan for Year 1 which resulted in: 

    • Staff turnover reduction from ~20% to less than 5%
    • Call abandonment reduction from 20% to 3% 
    • Average call waiting time reduction form >30 sec to 10 sec
    • Staff recruitment growth to meet planned budget
    • Reduced training requirements by 45%
    • Simplified quality assurance processes

Want to learn more about our services?

Ready to talk to sales? Contact us.
Find a Partner +44 1291 430 000 Email Us