Read The Very Group's Case Study here
See how end-to-end customer journey improvements worth half a million pounds have been delivered within a year, driven by advisors in the model office, using agile transformation methods.
Summary
Located at The Very Group’s HQ, the Customer Closeness Centre (CCC) combines model office principles with agile methodology to detect, explore and fix problems, applying a ‘fail fast’ approach to test solutions, before implementing across the contact centres. Here, a specially-supported team of 14 Customer Experience Experts, hand-picked to challenge the status quo, rotate fortnightly between two complementary roles. In the Customer Zone, they handle the digital retailer’s calls/webchat at an exceptional performance level, share insight, and help model how the ‘advisor of the future’ might look. In the Agile Zone, a three-stage process goes from root cause through solution-build to implementation. In just 28 sprints, this approach has identified £2m+ in potential savings, driving £550k in benefits to date in areas including knowledge management and automation.
Key Results
- £550k benefit delivered in first year
- A further £500k pipeline of initiatives currently underway
- £2m+ in opportunities identified since inception
- Aspirational customer outcome metrics, at +60 TNPS and 77% FCR.
Whether in strategy, quality, insight or planning, this story is for you if you want to explore agile improvement or understand how to develop our 'advisors of the future'. They are also entering the supplier/client awards with WebHelp.
This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge
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