Accord comprises a team of very successful, like-minded management consultants with a track record of transforming businesses into world-class performers. We specialise in all aspects of sales and customer service including provisioning via business critical relationships as well as multi-media contact centres and the technologies that underpin them
SERVICES
• Choosing the appropriate strategy for multi-channel sales and service delivery, with the emphasis on customer adoption of low cost self-service
• Determining the target operating model for the above and in response to specific business drivers
• Definition and delivery of business transformation to achieve the above
• Contact centre sourcing, location, design, build and operational set-up
• Programme, project and change management
• Development and implementation of balanced business scorecards; KPIs – setting, measurement and reporting (MI)
• Measuring and base-lining service performance
• Service optimisation supported by benchmarking – customer management, outsourced service provision, field services, card services
• Flexible resource modelling – to create optimal functional and numerical flexibility
• Workforce Optimisation – demand forecasting, capacity planning (people, buildings & facilities, technology), resource scheduling – the full lifecycle
• Financial Modelling – business case, ROI, benefits management and realisation
• Aligning business relationships – critical services, managed services, contracts and SLAs
• Tender management and bid response