Assessment Services

ROI Risk Management Assessment
Multichannel Assessment
Enhanced Business Case Assessment
Voice Of The Customer ( VOC) Assessment

ROI Risk Management Assessment

This strategic assessment of contact handling performance provides a snapshot of customer care strengths, weaknesses and "ROI" risk factors. A desktop review of customer care policies, procedures and performance metrics is typically followed by a two-day site visit. The site visit includes interviews with key personnel, call monitoring, a review of correspondence and e-responses and a customer care mystery shop. The aim is to pinpoint those high-priority actions that can be immediately taken to improve contact handling ROI. Industry-specific benchmark data are used for the ROI analysis. Findings and implications are presented in a discussion-style report accompanied by a collaborative roundtable briefing with key stakeholders.

Multichannel Assessment

A comprehensive assessment of customer care effectiveness across all customer contact channels is conducted. Emphasizing rationalization of customer care at an enterprise level, this full-service review concentrates on solutions for delivering seamless customer care. Customer contact centers, field offices, retail outlets and websites are reviewed for both stand-alone and cross-channel effectiveness. Desktop reviews of documentation, site visits, mystery shops and website user labs are featured to support the identification of those policy fixes that will result in the greatest increases in ROI. Findings and implications are presented in a collaborative roundtable briefing for key stakeholders using a discussion-style report.

Enhanced Business Case Assessment

All of the features of the ROI Risk Management or Multichannel Assessments and Baseline Customer Satisfaction and Loyalty Surveys are included. Findings and implications from the assessment are combined with company-specific baseline survey data and economic modeling techniques to build a traditional business case for improving customer care ROI.

Voice Of The Customer (VOC) Assessment

Harnessing customer feedback from surveys and customer contact data for decision making often proves frustrating and costly due to conflicting measurement objectives, the use of different data collection methods and a "silo" approach to interpreting available data. CCMC's VOC Assessment provides a roadmap for decreasing the cost of supporting a customer feedback system while at the same time increasing the actionability of such data. Tailored recommendations for improving or building an integrated VOC process are summarized in a VOC Strategy & Methods Brief, accompanied by a collaborative, roundtable briefing for key stakeholders and/or senior managers.