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Operations and Systems
A frequent issue for growing direct companies is outsourced vs. in-house services. The solution depends on a range of factors. One satisfactory solution, particularly for businesses with existing in-house operations can be a combination of both. We can assist in this decision process and work with you to review and improve your operations and systems.
Call Centre
- reduce costs and improve service, using benchmarking and KPIs
- enhance campaign and product knowledge to improve customer journey, and up and cross selling and call time efficiency
- appraise the customer journey to improve customer satisfaction, including customer communications and contact numbers, agent skills, first time resolution
- review call centre and email management solutions
Fulfilment
- define fulfilment strategy (outsource, in-house, location, carriage, returns)
- select outsource providers and define SLA
- review carriers and post alternatives
- improve processes to increase productivity and capacity
- improve returns management
Systems
- defining IT strategy (scope of systems, integration, outsourced vs. in-house, development)
- system reviews: identifying potential for business improvement – prioritising spend
- selecting providers: mail order and ecommerce; content management; forecasting and analysis; call centre systems
- a systems overview to identify areas for improvement, savings and disaster recovery
Management information is key to efficient and economic operations – see Direct Metrics. A focus on Operations often presents the greatest cost improvement opportunity. Do you know your cost per order, and how it compares? What would you judge to be one single, most expensive, but avoidable, call centre cost? Do you have a formal systems disaster recovery process?
