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Customer
Management Consulting Services |
It's
Not What You Do, It's How You Do It
VAVO can help streamline your operations
and strategic vision so you can boost your
bottom line. By looking at what you need
and where you are going we provide a roadmap
to enable cost-effective implementation
of a Contact Center or customer-care program.
Whether you need to build a new center,
consolidate your existing operation or improve
and expand them, VAVO consultants will help
you find the best site, build the best infrastructure
and operate it with the best-in-class business
processes, recruitment and training.
Our experience, efficiency and top standards
of quality assurance enable us to create
a robust and flexible infrastructure, while
designing customer-centric programs to ensure
your success.
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Customer-Management
Strategy Consulting
Our clients rely on our multidimensional
approach, design Contact centers on both a
strategic and a functional level. With our
global expertise and local experience, we
tailor solutions that address your human
resources, technical, infrastructure, process,
location and capability issues.
We demonstrate how clients can fully exploit
the profit potential of a Contact center, market-positioning
them, recasting strategies and reallocating
resources to maximize productivity. |
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Contact Center Consolidation Consult-ing
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Drawing
on the consolidation experience of
our own Contact Centers, we help you
plan the future, whether you want
to consolidate the various hotlines
operated by different units, integrate
your contact centers around the region
or centralize your operations. Our
consultants can execute your consolidation
strategy smoothly and easily, freeing
you to focus on running a business. |
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Marketing-program Management Consulting
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We
also help clients manage their marketing
programs using our campaign-management
analysis and telemarketing target
programs. On-line, real-time reporting
or results increases the transparency
of each program and enables you to
manage your campaign anytime, anywhere,
with peace of mind. |
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Using
our business relations and network
of associates and partners, we are
able to match you with the right people
to maximize your results. |
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Quality assurance Consulting : Doing
Things Right The First Time And, Continually |
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We
believe that quality assurance and
process review drives performance.
To achieve this, we have invested
considerable time and effort to ensure
the accuracy and knowledge or our
agents, the consistency of information
and the importance of first-call resolutions.
Our key quality-assurance initiatives
include: |
- Six
Sigma Statistical Quality and Process
Control
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- Customer
Operations Performance Center (COPC)
Certified Consultants
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- Continuous
improvement policy
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Business-process
Consultancy |
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Our world-class solutions have gained
industry recognition and awards at
all levels, both locally and globally.
Our methodologies are derived from
solid experience serving a long list
of prestigious local and multinational
clients across an array of industries,
including telecommunications, high-tech,
consumer products, banking, finance,
insurance and transportation- not
to mention VAVO’s own customers as
Asia’s telecommunications leader.
Our key services cover site selection
and physical layout, Contact Center infrastructure
and technical review (e.g. health
check, business recovery), operations
review and process-design consulting
(e.g. determining KPIs, processes
and procedures), and, finally, human
resources and people-management consulting
(e.g. recruitment, training and development,
career-progression planning).
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