Our solutions are based on a solid and proven methodology which is underpinned by our CFC Enterprise Technology. Our solutions are divided into five key areas:
Business Strategy - a consulting process that helps to understand the market dynamics, establish both current and future customer requirements and develop an appropriate strategy for the business.
Customer Experience – bringing alive the brand through service delivery. This involves designing processes, training and assessing individuals to ensure that the brand values are being delivered at every appropriate opportunity within the customer experience.
Service Delivery management - based on technology and call centre delivery (outsourced to appropriate partners if appropriate).
Measurement - research into customers’ perceptions of your service quality, processes, products, and the effectiveness of marketing programmes. This is achieved using the most appropriate methodology to suit the situation, be it phone, web, or IVR based questionnaires.
Improvement - planning, implementation and project management services. These services are typically supported using our online Results Portal that enables progress monitoring, and the interrogation and analysis of results in real-time.
Key Business Benefits
Based on the unique Foretel combination of methodology and technology your organisation will be able to:
Monitor customer expectations and the gap in actual delivery.
Integrate into the internal quality assessment process to achieve a comprehensive picture of agent quality.
Monitor customer satisfaction in real-time across agents, teams, channels and geographies in order to drive training and development.
Pinpoint where improvements will increase customer satisfaction and operational performance.
Pre-test the effectiveness of improvements that will impact the customer.
Surface individual customer issues, identify inconsistencies in advice and start a recovery process.
