Making consultancy scalable
THoCC, or “The House Of Contact Centers” in full, is a consultancy firm with years of experience and expertise in coaching contact centers. They have become the absolute reference in their niche in Belgium. With justified optimism, they then started looking beyond national borders, in search of new potential for growth.
They quickly encountered a tough economic reality: the current business model was based on consultancy hours and therefore not so easily scalable. The THoCC service was directly linked to the number of consultants they could put to work. To be able to grow efficiently, they would need to rethink their business approach.
Not just copy-paste
Of course, you can’t simply transfer the consultants’ approach onto the organization. A thorough translation was essential to make this “do-it-yourself” package a success. The current method was therefore completely unraveled: the consultants’ experience and influence were captured as much as possible in the algorithms and software. Input from the participants was reduced to agree/disagree statements that anyone can answer, without insider knowledge.
Aim for the sky, shoot for the stars
Finding the sore spot alone is not enough. To get ahead, you need vision and a strategy.
The combination of years of expertise contained in the platform’s automated recommendations and the personal wishes of the organization yield a broadly supported roadmap that not only holds a clear vision, but also puts forward a number of realistic objectives for the following year. This in combination with the areas the organization wants to focus on, results in a vision of the future, fully tailored to the organization.
From generalist to specialist
The consultant watches from a distance and can detect the bottlenecks and opportunities, thanks to the AI-based computer models and his or her personal expertise. But the customers themselves are also much better informed thanks to the tool, which means they will approach the consultants with very specific and challenging questions.
Let’s go DIY
Faced with a window of opportunity for a completely new approach, this is where Studio Dott took up the challenge to help THoCC develop a digital Do-It-Yourself maturity assessment for contact centers, or simply: “LevelX4”.
This platform provides companies with all the necessary tools to do self-diagnosis. The consultants are only involved in problems for which they can really make a difference. That’s cheaper and more efficient for the companies, but also a lot more fascinating for the consultants. A win-win situation!
Finger on the pulse
To make a good diagnosis, you need information, lots of information! And preferably from as many different sources as possible. We collect this data through personalized “questionnaires”. Using the “LevelX4 platform”, the head of the contact center invites a number of colleagues who have different roles and responsibilities within the organization.
Each participant receives a simple link to the questionnaire with a number of agree/disagree statements. Swipe on!
An intelligent algorithm determines on the fly which statements you see: depending on your profile, previous answers, answers from colleagues,... Artificial intelligence also ensures that new patterns can be recognized, and links are made to keep on refining this algorithm.
State of the union
Based on all the answers, “LevelX4” gets a good picture of where the contact center is at right now, but also of the specific matters that seem to be a source of conflicts of opinion. Once a consensus is reached on these “stumbling blocks”, the organization’s current situation can be visualized in a clear report in the form of a radar chart and associated “maturity level”.
Thanks to the co-creation approach “Connecting the Dots” (by Antwerp Powered By Creatives) through which Studio Dott came into contact with THoCC, we were able to join the process very early on. From concept and strategic vision, through prototyping and user testing, to design and branding: it’s a complete concept that we can really be proud of.
“LevelX4” is proof that the digitization of services can go hand in hand with growth and upgrading of jobs within the organization. By maintaining customer contact at specific times throughout the journey, while at other times supporting the consultants and contact center employees with digital insights, the process leads to a sustainable service model that benefits everyone.
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