Background

For brands, it is essential now to compete on service, especially if your proposition involves a consumer spending several hundred or even thousands of dollars. This is even more apparent for those entering into a new market, or for those entering a new product into an existing market. Have you really considered the impact a poor customer service experience will really have on your business ? Can you afford to ignore it, or leave it to your community of enthusiastic consumers to manage for you ?

Existing providers of call centers, BPOs and the like have typically enjoyed huge growth. With this growth, there are large infrastructure and facilities investments that require a return. In addition to this the market is hugely competitive for both call center agents, but also price for the service. Now in order to balance this complex problem, most providers have to tap into their economies of scale, and that means making as much as physically possible as standard as possible. This means their customers will typically be given the same service. OK they might have your posters on their wall, and your mugs in their break room, but in essence the service remains fundamentally the same.

From this conundrum, our Studio concept was born.


Our Approach

We start with talking to you – really finding out what you are trying to achieve. Let’s discuss your need, your business plan, how your customer experience fits into your broader company, what level of importance you place on it. We work out what you already have, what works and what doesn’t. Then, and only then do we figure out what the solution should be. This solution can be anywhere from a written customer experience strategy, through to a completely managed dedicated Studio.

At the end of the day, each and every customer will have a different need, will be at a different stage of development, and therefore we cannot, and will not, cookie-cutter "standard" solutions. It just doesn't make sense.

If the dedicated Studio is the most appropriate mechanism to achieve your goals, we will set this up, either at your premises, or at ours. We then dedicate a Studio Manager to you, whose sole purpose is to work with you to ensure all of your customers have the best experience possible. They manage the environment, ensure things are communicated, ensure things are done right and will be your primary point of contact. They are empowered to get things done, and are enthusiastic about your brand.

If it's too soon for a Studio, or you are already contracted to another vendor, then we can simply help you get the best out of what you currently have. We do this in the form of a written customer experience strategy, absolutely aligned to your business goals.

We don’t believe in bloated call center teams, environments that are encumbered with the legacy of prior infrastructure. We do believe in an agile, flexible, friendly and capable working ethic and really do believe that your customers are absolute priority.