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    Alexander Proudfoot helps companies better execute their plans and strategies to deliver substantial improvements in performance and profitability. More About Alexander Proudfoot
  • Contact Center Effectiveness

    ADDING VALUE THROUGH DISCIPLINED EXECUTION

    For many, speaking with a contact center may be the first and only form of contact customers have with a company.  Their experience, as brief as it may be, forms an essential part of the company's brand.  At a time when excellent customer service can act as a valuable differentiator, companies need the confidence of knowing that their contact center is operating effectively and delivering an exceptional customer experience.

    Proudfoot's skills programs and change management expertise can also boost morale and improve retention, which means scheduling resources becomes easier and there's less need for constant hiring and onboarding.

    Typical Results

    Results you can count on
    What we can help you achieve

     

    • Productivity increased 45%
    • Revenue per call improved 48%
    • Service levels enhanced 25%
    • Operating expenses reduced 23%
    • Credit and adjustment decreased 46%
    • Weekly overtime improved 74%
    • Calls offered increased 13%
    • Average employee cost per call decreased 29%
    • After-call work reduced to free up resources
    Additional resources

    What We Do

    Your partner for rapid sustainable change
    Enhancing customer effectiveness

    We help companies across all industries transform the effectiveness of their contact centers, providing practical solutions to solve today's most pressing challenges.

    • Delivering cross-industry expertise
    • Executing operational improvement plans
    CONTACT-WWD-TX1Many companies overlook significant opportunities within their contact centers to grow revenues and improve profits. Proudfoot has helped improve the effectiveness of more than 200 contact centers during the last 10 years.
    CONTACT-WWD-TX2Our customized seven-step contact center improvement program ensures workable solutions to common shortcomings, driving benefits straight to the company’s bottom line.

    Client Results

    What our clients say
    "We now have a world-class, efficient contact center and have an unwavering focus on our customers."
    General Manager, Tabcorp Gaming
    "They have an ability to work with our supervisors and help them make a significant change in their behavior. They present a concept and then transfer the concept into behaviors, and then coach them in the work environment."
    President and CEO
    Project results - successful past projects
    • Service levels
    • Processing
    • Customer experience
    Objective: The COO of a finance company sought to address service levels in all contact centers across eleven markets around the world.

    Approach: Proudfoot partnered with the company to develop and introduce new management resources and improve end-to-end processes. These efforts helped to provide management with required visibility over performance and streamlined the company's approach across all eleven markets.

    Results: The company achieved an increase in productivity while minimizing cancellation rates. Management and supervisors brought a more proactive mindset to the contact centers and helped transform customer service levels.
    Objective and Vision:The client was struggling with inefficiencies in the workplace that were interfering with future growth objectives. The client needed a cultural transformation in order to improve the end-to-end workflow, which included changes in contracts, new providers and provider information.

    Approach: The Proudfoot project created capacity by reducing work and resolving other operational problems. Training reached all levels of the organization and coaching helped align all efforts and increase accountability.

    Results: The revamped network process achieved an increased efficiency level of 13%, reduced inventory claims greater than 60 days by 62% and a productivity increase of 27%. Moreover, employee morale reached an all-time high as a result of the changes.

    Objective: The company needed to improve customer service and restore competitiveness by cutting account opening cycle time without errors.

    Approach: Proudfoot and the client’s people partnered closely to simplify the account opening process. A system to enable management to take correct, accurate and timely action was established to improve processes and employee behaviors. The system included daily and weekly operating reports for all banking sites, which helped to increase the visibility of individual performance in real time.

    Results:
     The Proudfoot operational improvement project increased the company's processing time by a remarkable 142% and improved turnaround time from two weeks to less than 30 minutes. These results have the company a decisive advantage in a competitive environment

     

    Areas of Impact

    Proudfoot can help across all operations
    Alexander Proudfoot has more than 70 years of experience delivering operational results across various industries and operational areas. Allow us to tap into this knowledge to help you maximize your operations.
    • Utilities
    • Insurance
    • Banking
    By analyzing a client's operations and developing a tailored program to address its needs, Proudfoot is able to deliver operational improvements, product distribution consistency and cost effectiveness across the utility value chain, from customer service and energy usage to contractor management and saleable yield.
    Whether you represent life, accident and health, or property and casualty insurance, Alexander Proudfoot partners with all insurance institutions to achieve strategic, operational and customer-focused objectives through disciplined execution.
    We know how to mobilize employees to reshape any financial institution and achieve a competitive advantage. Employees can be the change necessary to take a company forward—real, deep and sustainable change.
    Other Areas
    • Productivity
    • Customer service
    • Cost reduction
    • Quality
    • Change management
    • Process reengineering
    • Operational improvement
    • Organizational realignment
    • Labor/resource utilization and scheduling