Transforming Service
The operating environments for organisations are constantly changing and as a result there is an ongoing need to transform services to meet developing requirements. Our transformation services support clients from the initial planning stages through to the successful implementation of new or amended services.
The following are an example of just some of the areas that we deliver in but we are continually being asked to work in new and exciting areas. So whether it is Artificial Intelligence requirement, Customer Journey and Customer Experience development or making basic changes to your operating model we can help you.
Strategy Development
Having a clear and consistent customer service or contact centre strategy is the starting point for successful organisations. Determining an agreed role, scope and value of the contact centre and how it deals with customers is essential. Mpathy Plus have developed strategies that address all areas of how an organisation will deliver service including style, approach, branding, location, recruitment, channels, technology, structure and many other areas.
Implementation
We provide specialised services that deliver the plan including; demand forecasting, resource planning, specification of technology, recruitment, process mapping, training, performance management and other areas to ensure the contact centre meets its objectives. We provide a bespoke service to our clients, tailored to meet their individual needs ranging from full project management to the provision of ad-hoc critical friend services.
Service Design
Mpathy Plus have extensive experience of having designed and built many different types of services including multi-channel centres, virtual centres, customer service centres, help desks and sales contact centres. Our wide range of services includes conducting feasibility studies, business case development, contact centre design, mapping and developing customer journeys, project planning and the provision of project and ongoing budgets.
Digital / Channel Strategy
Identifying which channels to offer to customers and understanding the implications of doing so is complex. We are experienced in identifying which are the appropriate channels to provide for different services and how this will impact existing channels and services. We work with clients and customers in ensuring a common understanding of how volumes and services may change and the impact that this will have on resources.
Mergers, Acquisitions and Consolidation
The complexity involved in bringing together different contact centres is substantial. Particular areas of difficulty which Mpathy Plus provide support include: culture, technology, information, process, products and the most emotive and potentially difficult area, people. We also provide due diligence where options are being explored for future change.
Sourcing and Procurement
We work with our clients to determine their needs and then help them to specify and procure services and /or technology that delivers best value. We have experience in procuring services (out of hours, outsourcing, campaign management), resource (recruitment) and technology (CRM, contact centre & managed services). .