Maturity Assessment
For Contact Centre and CX
Contact Centre Maturity Assessment - Hands-on support to optimise your strategy, structure, and brand.
About Exponential-e
Online tool assesses practices across people, process and technology. Shows where you are on the maturity scale
Questions are posed in seven areas and scored according to maturity
Shows areas of strengths and weakness with drill down capability
Designed to help you identify a strategic path forward and target areas for improvement
The assessment uses a multi-faceted approach comprised of workshops, assessment questionnaires, live observation and surveys (both internal and external). The engagement is tailored to the organisation based on size and complexity. An example engagement is shown below.
One to One consultation with key personnel (1-2 hours each)
Agree scope
Identify and ringfence resource
Complete initial advisor and client survey
Initial maturity assessment Questionnaire
Typically 1 Day per Line of Business
Organisation Structure Strategy and Brand
Team Agility
Contact Centre Practices
Architecture and Design
Automation
Collaboration and Culture
Live Observation
Business Intelligence & Analytics
Post Workshop Maturity Assessment
Overall Maturity Score & Analysis
Transition Roadmap
Recommendations
Consulting engagement performed by a multi-disciplined organisation with expertise in customer experience as well as critical supporting technologies
Multi-faceted approach using workshops, live observation as well as assessment and surveys
Overall maturity score based on analysis
Report showing analysis of 7 key areas: Strategy, Structure and Brand, Team Agility, Automation, Architecture and Design, Business Intelligence, Contact Centre Practices, Collaboration
Easy to read analysis of key area using Spider chart as well as written analysis
Report clearly identifies strengths and weakness across 7 key areas
Transition roadmap provides insight on how the organization can evolve to make the contact centre a key source of innovation and strategic intelligence
Practical recommendations on actions that can be taken in the short term, as well as medium/long term
Access to Exponential-e experts to perform a deeper dive into supporting technologies/methodologies if needed (such as connectivity, security, devops, and so on.)
An organisation’s Strategy, Structure, and Brand fundamentally underscores everything regarding a contact centre operation. These elements will determine how the contact centre is perceived internally, what role it plays in the organisation and the level and type of service provided. In a mature organisation, a customer experience blueprint is designed with strategy and brand in mind, with KPIs and incentives to match.
With rapidly evolving customer expectations, unexpected world events, and marketplace shifts, the need for agility within an organization has never been higher. Team agility has several aspects that need to be considered:
Advisor agility: the extent to which customer service representatives are equipped to deal with customers and citizens, with access to the right information at the right time
Leadership agility: the extent to which leaders have the information and tools needed to predict, plan, innovate and respond to demand
Process agility: the extent to which the organisation has the right tools methodologies and culture in place to predict and respond to change and adapt internal systems and processes accordingly.
As contact centres mature and become more efficient, automation plays a role in freeing up resources to focus on high value, complex transactions. Automation also plays a role in organisational processes, streamlining hand-offs between departments and systems. Automation can also be used effectively to assist customers with digital channels. However, there is a balance to be obtain when implementing automation, as there is a risk of emotional connection being lost between the client and organisation. In our assessment we look at this balance and ensure the balance is not lost when automating.
The software upon which a contact centre operates is heavily dependent on the infrastructure, connectivity and security that underpins it. The journey to maturity must be done together with the underlying technology and supporting IT architecture. This is especially true in the new hybrid working model, where the journey to cloud is essential along with securing remote working.
The importance of business intelligence and analytics to the maturity of a contact centre cannot be emphasised enough. The interactions and conversations that take place in a contact centre provide a gold mine of data that can be used to not only drive performance, but provide valuable insight into customers, the competition, and wider environmental factors in which the organisation operates. The extent to which the data is mined and used to gain insight is a large factor in determining contact centre maturity.
As part of the maturity assessment, we take a close look at not only what data you gather but also how the organisation uses that at data to continuously mature, evolve and innovate.
As a contact centre matures, so does the adoption of best practices and industry standard methodologies. Our maturity assessment will look at these practices and provide recommendations that align to the organisation current maturity level and proposed development path. Some organisations may choose to obtain formal customer service certifications. Here are examples of other activities that are indicators of level of maturity.
Quality assurance methods
Workforce planning methods
Incentive programmes and level of alignment to corporate strategy
Customer experience blueprint
Knowledge management and content curation
Collaboration refers to the extent to which employees can learn and interact with one another on a one-to-one, inter team and customer level, which is key to an evolving organisation. This is especially important in an era of remote working, to ensure that personal interactions retain the same level of intimacy. The right working culture and technology is essential for effective collaboration as is access to systems and customer history.
As we go through the assessment process from end-to-end, we will be paying close attention to the culture of the organisation.
