All too often organizations spend based on today’s assumptions but do not have the tools that allow them to effectively measure the end result. Our patent pending Map-and-Measure System (M2S) is the foundation for measuring, arguably, the most important aspect of running the Care organization. That aspect is the interaction between the customer and the service representative. We’ve consulted at the largest call centers in the world, and have consistently found, that simply listening to this interaction, will uncover the majority of the organizations issues across people, process and technology.
We firmly believe the interaction with the customer, and the process steps, tools and training that support that interaction, lend themselves to one of the greatest opportunities for improvement in Care if measuring yourself against sales, cost and customer satisfaction.
The inherent problem with assessing the interaction between customer and service representative, is the dynamic nature of that interaction. It’s an obvious complexity, but one that until now could not be accurately studied without significant cost and time. We’ve overcome that hurdle!
Our technology is based on decades of study by pioneers in scientific management, better known as time and motion studies, such as Frederick Taylor, Frank and Lillian Gilbreth, and William Deming - to name a few. We expanded on their principles of detail measurement to uncover opportunities for improvement, when they are scaled, result in significant return on investment. Even more powerful is the ability measure those opportunities. In addition, we’ve refined our approach to break away from the boundaries of cost efficiencies to assess better sales tactics that drive revenue increases and the “soft” skills that improve customer satisfaction.
In summary, our pursuit has resulted in a suite of tools that allow for the following: