Are you looking to keep up with the digital wave and changing regulations? Reach out to professional consultants to identify the right opportunities, common pitfalls, and the most crucial aspects you need to watch out for. We have delivered the following benefits through our consulting business values to our clients:

Optimized processes and significant reduction in employee overhead costs

Delivered over $6.5 Million in savings

Improved process health and hygiene

Designed and delivered target operating model to enable digital transformation

Improved customer loyalty and brand stickiness

RPA assessment to automate and transform operations

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The TechM BPS Edge

We help businesses become future ready through our solutions and services designed with Lean Six Sigma and ITIL best practices at the core. Our approach is such that we can tailor our offerings to provide any one of the following as a stand-alone offering or as a combination of services.

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Key Drivers

Contact Center Assessment and Gap Analysis:

For any contact center, customer experience management is crucial. This is the sole reason why brands across industries are transforming their contact centers on a priority. We have helped several clients assess their contact center operations and identify gaps in operation planning, leadership, people skills, processes, and performance to deliver:

  • Reduction in overall contact center expense and call volume by implementing digital channels for a leading Bank in Australia
  • Convert bank walk-ins to contact center calls for a leading Bank in Zambia
  • Reduction in contact center volume and improved CSAT by redesigning IVR
  • Reduction in the sudden spike of billing related calls for a leading Telco in the US
  • End-to-end assessment to optimize and streamline contact center processes for public sector client in Auckland

Performance Management & Improvement:

Regular enterprise performance reviews and systematic implementation of improvement plans is an imperative in today’s digital set up. We study defined targets and suggests modifications and identifying gaps in performance while acting as a catalyst to improve performance and so far we have helped our customers by:

  • Reducing time to market by 15% for a product development client
  • Improving plant availability by reducing maintenance downtime by 25 percent for a leading petroleum coke manufacturer

Consulting in Lean Six Sigma and ISO:

Rule out process performance issues and enhance operational efficiency, customer experience, and organization-wide bottom line improvements. Key aspects include:

Lean Six Sigma

  • Study strategic organizational goals, related processes and procedures
  • Arrive at key pain/focus areas through value stream mapping
  • Training, project coaching, and mentoring

Omni Channel Scope and Evaluation:

Being a leader in this industry we know that customer expectations are evolving, they demand an omni-channel experience across all interaction channels. We are consistently enhancing customer experience by enabling digital self-serve channels and integrating support channels to improve customer experience, drive down costs, and enhance value for customer:

  • Helped deflect over 20% transactions from voice support to digital support channel for an Australian Bank
  • Reduction in hold time and improved customer experience for a large Telco in APAC
  • 4 times faster response time for a leading Financial Services Group
  • 15-20% reduction in AHT for a Telco in APAC
  • 12% reduction in volume of call for a US-based Healthcare Provider

Robotic Process Automation:

RPA has become an indispensable part of Contact Centers. We carefully assess the automation potential of processes, strategize based on business priority, develop a proof of concept, and implement RPA along with organizational change management. We focus on process performance issues, operational efficiency, and organization-wide bottom line improvement, and we have so far delivered:

  • Reduction in AHT by 30% for a client’s Service Desk process
  • Reduction in billing enquire process from 20+ steps to 5 steps for a telecom major
  • Annual reduction in OPEX by $1.2 Million USD for a leading Telco

Customer Experience Management

TechMBPS consulting team’s digital maturity assessment framework gives a 360 degree insight to customer experience management. In addition to high-level recommendations to improve the performance of the team to serve customers better.