Member Resources & Library

Enjoy a trusted place where you can easily find solutions, explore the full Forum archive


Customer closeness & the ‘advisor of the future’ at The Very Group

Published on 27 April 2020

Customer closeness & the ‘advisor of the future’ at The Very Group

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

To download a full digital copy of the Best Practice Guide, click here

Comments (0)Number of views (116)

Author: Leanne McNamee

Categories: Library, Awards Case Studies

Tags:

Print
About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2020
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2020
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2021 - All Rights Reserved - theforum.social