Meaningful business transformation starts with informed diagnosis and sound planning. Realizing and sustaning the vision requires sure-footed execution. Intervox Group understands the value of single-source vision-to-bits capability. Our services span the lifecycle of continuing client relationships from analysis, business strategy and planning to solution design through implementation and support.

Total Performance Optimization™ Methodology

Our Total Performance Optimization™ framework is a vision-to-bits implementation methodology. We apply TPO across two core practice areas (Customer Interaction Management and Operations Management) to deliver a consistent, reliable and integrated approach to understanding what customers want and aligning a company's processes, resources and behaviors to provide those services, consistently and efficiently.

End-to-end lifecycle services

Our framework for value creation spans the concept-through-delivery lifecycle and consists of proven methodologies, proficiencies and tools appropriate to each development stage and operational focus.

Practice Areas, Proficiencies and Services

Diagnostic Tools

Customer Experience Audit™

Contact Center Report Card™

The Contact Center Report Card is a high level assessment of strengths, weaknesses, opportunities and risks across five key performance dimensions of the contact center. It compares performance in each category to industry best practices as well as "best-for-you" practices. The Report Card assesses organizational impact of alternative courses of action—including “doing nothing“—and prescribes and prioritizes steps for adding value to the contact center, both tactically and strategically . The Report Card helps clients create:

Measurable improvement in contact center cost management, revenue and/or productivity
More effective ongoing management through better information
Better visibility for the contact center at all levels through alignment of departmental performance to corporate goals

Contact Center CATScan™ (click for data sheet)

A detailed, rigorous and comprehensive activity cost-based model of customer facing operations. A flexible and re-usable framework for strategy-aligned forecasting, planning and decision support. Tuned specifically to contact center environments through its total-cost-of-ownership (TCO) and system performance templates embodying the actual metrics of more than 100 contact centers. The key deliverables are a detailed 3-year operating budget, ”what-if” scenarios mapping the optimal path forward, and specific, ROI-justified recommendations.

Customer Interaction Management

Customer centricity starts with a precise and thorough understanding of what your customers really want from your company and what’s at stake by failing to deliver. We focus the enterprise on understanding how and why to optimize customer touchpoints and customer value analysis to impact customer retention, repurchases, advocacy and account profitability.

Touchpoint Optimization

Touchpoint Optimization is a process that generates a comprehensive, inside-out view of your customers’ experience across lifecycle stages and touchpoints. It’s an essential foundation for helping you get the highest return possible from your customer relationships. The foundational deliverable is a Touchpoint Map®. Services include:

Customer Value Optimization™

CVO is a fact-based, analytical methodology for optimizing the critical-path to customer loyalty by determining the most important factors driving value as perceived by the customer. The ultimate goal of CVO is to enable the organization to effectively focus its resources and behaviors on realizing the full value of its customer relationships. Our services include:

Operations Management

This practice area encompasses the five key performance dimensions of organizational operating effectiveness and efficiency. We assist you in developing and executing programs that leverage and sustain performance across the organization. The Customer Experience Audit™, the Contact Center Report Card™ and Contact Center CATScan™ create critical, qualitative and quantitative baselines, respectively, across all dimensions of the operation.

People Management

Your people—their skills, training, attitude and behaviors—are a make-or-break variable. As a contact center executive, your challenge is to align individual activity to enterprise-wide benefit—and to communicate results effectively. Our services span the lifecycle, from assessment through optimization. They focus on recruiting practices, outsourcing, staffing, training, job satisfaction and career development to maximize call center-driven enterprise value. Services include:

Organizational Effectiveness

The value of your organization is measured by the difference between organizational output and the sum of the output of the individuals that comprise it. Intervox Group services focus on harnessing these synergies for the benefit of the enterprise through a focus on culture and leadership, team disciplines and business practices. For the call center executive we help understand where to focus, the most important synergies and aligning them to enterprise goals. Key tools include organizational assessments, personnel assessments and performance management systems. Services include:

Process Optimization

Reliable, effective, efficient processes are the foundation for quality and profitability. Sound processes have a direct bearing on enterprise value through their ability to avoid re-work and produce satisfied customers. Key information includes metrics that show how your processes, use of technology and resources efficiently optimize the value of your customer relationshipsâ€”and thus contribute directly to company growth and profitability. Essential tools include business process (re)engineering (BPR) and Activity Based Costing analysis. Services include:

Systems and Technology Management

Technology’s primary function is to automate processes. The key is to strike the right balance between effectiveness and efficiency. Contact centers, more so than most other functions, are dependent on technology. The risks of failure are very high but those risks can be minimized with the help of experienced consultants. Intervox Group prides itself in its ability to help clients achieve high value at every stage of the technology lifecycle, from research, analysis and business case development, to design, implementation, integration and ongoing support. Services include:

Reporting and Quality Management

To become a full player in the creation of enterprise value the contact center must adopt metrics that demonstrate its impact on company growth and profitability. Intervox services help assess, define and implement measures that align individual and department activities to enterprise growth and profitability goals. Services include:

Services and Solutions