Advantage: CE Surveillance

CE Surveillance

Customer Intelligence Solutions


Quality Management You Can Trust

The Goals

6 Principles of CE Surveillance

With CE, you can rest assured that leading edge statistical processes are matched with practical experience that enable rapid and accurate data-based decisions to outperform your competition. BPO centers by their very nature operate in a very data-rich environment. The ability to identify and implement customer intelligence solutions depends on really understanding what is “behind the numbers.”

 

W. Edwards Deming, one of the foremost thinkers in the quality arena once said, “Lack of knowledge … that is the problem. You should not ask questions without knowledge. If you do not know how to ask the right question, you discover nothing.” With CE, you can rest assured that leading edge statistical processes are matched with practical experience that enable rapid and accurate data-based decisions to outperform your competition.

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Define success factors related to Voice of the Customer, Business and Employee priorities.

 

Conduct cross-functional Strengths – Weaknesses – Opportunities –Threats analysis to maintain market awareness.

Improve customer loyalty and reduce churn through unrivaled service delivery to meet and exceed their needs.

 

Support long term customer and business intelligence strategies with objective, stable, and relevant data.

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Manage what really matters – focus resources on high pay-off requirements.

 

Integrate front-line employees in business objective targeting and solution development.

Anticipate business needs before it’s too late. Failing to plan is planning to fail.


Vulnerability Assessment and Risk Mitigation - Contingency planning to protect and enhance market position.

The Model

The CE Surveillance model fuses information from multiple business functions to create an all-source intelligence capability that separates fact from fiction. We select and analyze data that are relevant, usable, timely, accurate, complete, objective, and predictive. The continuous monitoring and trend analyses provide critical business indicators and warnings derived from early insight into market changes and cause-effect relationships. This analysis of critical business drivers enables analysis of information which becomes actionable intelligence on which to support business change decisions.

Enable short and mid-term adjustments in business tactics to correct for changes in market conditions more quickly than the competition.

 

Leverage direct customer touch points as experienced and reported by our representatives to capture wants and interests related to service delivery.

Our agent audition system overcomes four critical hurdles in hiring. Finding the right associates is critical to your reputation.



Our agent audition system overcomes four critical hurdles in hiring. Finding the right associates is critical to your reputation.



Replaces traditional QA approaches toward call

quality with a more in depth assessment of transaction quality.



Our unique employee engagement model makes retention and quality work.

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