Alexander Proudfoot helps companies better execute their plans and strategies to deliver substantial improvements in performance and profitability. More about Alexander Proudfoot
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.
We help companies across all industries transform the effectiveness of their contact centers, providing practical solutions to solve today's most pressing challenges.
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