Applying our Performance Leadership approach to customer care related processes, including contact centre management and associated technical aspects builds a high performance capability with a range of associated benefits ...
Our Approach
Our approach ensures a consistent and predictable delivery on the brand promise that inspires loyalty and retention, and creates differentiation in a crowded market place. By better understanding customers through our interdependent business model the organisation is positioned to provide compelling offerings that keep ahead of the competition, drive sales and maximise customer value.
Our process development and performance management techniques enable the organisation to more quickly identify and respond to changes in demand and market developments, whilst continuing to drive business efficiencies.
Our Testimonials
Money well spent; really I am not just saying that. You really do inspire confidence and deliver effective messages.
A complex task delivered on time and on budget; thank you for helping to clarify our way forward as a business. At a personal level I have also learnt a great deal from you.
I learnt a great deal from TRIMENTIS about how to turn my sense of what the future could be into a strategy that captured the attention and enthusiasm of my colleagues.
Until we were taken through this process, we hadn’t fully appreciated the potential for our business. This experience has instilled a new excitement in the team although I must say it is tinged with some trepidation.
Our business plan was to an impressive City investors standard that enabled our internal stakeholders … my bosses … make their critical investment decisions confidently, job done thank you!
I appreciated the non-confrontational yet rigorous manner in which this study was undertaken. Thank you for delivering the result quickly and professionally.
We carried the changes through positively, managing the conflict between our internal customer satisfaction and initial delivery, establishing a new era of trust versus the control that went before.
I cannot overstate how profound this journey has been for me. I can only thank my personal coach for the care and insight they have brought to this. Truly life changing, thank you.
We have enjoyed an excellent working relationship and you have made a significant impact on our performance as a team. The bottom line is worth over £10 million to us. I am very grateful for the experience.
This important result in our CAT3 supplier assessment will not only lead directly to a positive contribution to the bottom line, but will also have a tangible lasting impact on our effectiveness as an organisation.
We were impressed that you managed to get nearly 100% attendance at the review meetings although certain findings have not sat well with some of our senior managers. This feels like a really good opportunity to kick-start our efforts.
In hours we accomplished what normally takes weeks of meetings. We developed a clearer vision about what our project was to achieve and this was more widely shared than normal.
This initially inflicted a lot of pain on the business as we literally shut down whole sales teams to focus our efforts on the strategic priorities. Time has proven our severe decisions to be the right ones and now we can all look forward to a more stable future together.
We had already set ourselves the stretch goal of achieving a top place in the J D Power survey. We had to do many things including process development work to achieve our goals, much of it to do with cultural changes. I’m very grateful for the experience TRIMENTIS has brought to us.
I would like to thank you for helping during what has been a very stressful time. Having returned from short term leave as thoughtfully advised by yourselves, I am now back on top of the job and making good progress.
We have worked together for about 2.5 years on a variety of assignments ranging from interim management, process management, team development through to work on the overall strategy and operational planning process. I am delighted to recommend them to you.
I was very sceptical when we started out on this work, trying to bring together functions that had been pulling in different directions for so long. I think we were all surprised in the end to see just how powerful it is to get people together on a regular basis to simply talk about the priorities.
Some of us had been focused on IT as the solution to our knowledge management requirements. However, it became clear that we were missing the people dimension in our thinking and I believe we now have a good chance to bring everyone together on one way forward for a change.
The immediate benefit of implementing the platform has been in helping us to rapidly gain visibility and control of a critical business programme enabling us to deliver on time and in budget, and ultimately to create value for our client.
Contact Centre Management
Contact Centre Management is one of the most complex work environments one can come across. Typically involving from hundreds up to literally millions of customer interactions per day; requiring the training, availability and motivation of hundreds of staff often geographically spread around the world; with the latest in technology being updated frequently so introducing more pressures; and the constant implementation of new product and service features and price plans to maintain competitive advantage; all coming together to ensure ‘happy’ customers. Who would want to be a manager in this demanding and often thankless work environment?
Fortunately there are many highly capable managers and leaders who relish the challenge and perform extraordinary feats to deliver peerless levels of service. The operations require a blend of people managers, action oriented ‘go getters’, systematic types to build process capabilities and solid knowledge and data flows, technical people to support the processes and other disciplines such as marketing and sales, recruitment and training, and so on.
Key to success in such a complex and fast moving environment is the establishment of an overarching strategic framework for all core capabilities drawing on elements of the Strategy Formulation Process. Such a framework not only provides a common purpose and direction for all involved, but provides a consistent basis for key decisions. In fast moving operational environments decisions require to be made close to the point of operational impact where there is simply no time for information and decisions to percolate up through the organisation. Front line staff and managers need to be empowered in terms of responsibility, training and knowledge to take decisions quickly and accurately.
Once the overall strategic context is clarified, a far reaching systematic approach to performance management is required again drawing on elements from the Performance Management Process. This is enabled through the provision of data and knowledge that is timely, accurate and relevant at the point of use. Layers of performance management operate from the overall leadership team and on through to every centre, management team, team leader and even to individuals.
To handle the vast amount of change flowing into the operation constantly a robust Change Management Process is necessary to build new, repair existing and radically transform areas of the operation on a regular basis.
TRIMENTIS has the experience to implement our core Performance Leadership Processes at the enterprise level to guide the overall performance of the operation, and to implement integrated approaches at supporting centre, team and individual levels to build a performance leading capability throughout the operation.
Find out more about how we turn Priorities into Results …
Learn More
Learn more about our expertise in the rigorous use of management and leadership best practice, and how we help get the most out of an organisations processes, people and knowledge through our systematic, results oriented approach called Performance Leadership.
Client Success Stories
Learn how we have worked with clients to achieve significant results through our client success stories. Each client success story illustrates how we have helped define client priorities, what approach the team took and the results the client achieved … turning priorities into results.
Start using Performance Leadership
To start using performance leadership across your organisation today get in touch with us through our Contact page. TRIMENTIS has been working with clients for nearly two decades across a range of sectors and we have supported over £9 billion worth of major infrastructure projects.