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CUSTOMER EXPERIENCE    OPERATIONAL IMPROVEMENT   CHANGE MANAGEMENT

Wherever you are in your journey, we can partner with you...

 

 
 

BBB SPECIALISES IN OPERATIONAL EXCELLENCE

Whether your organisation is strategically reviewing or planning, about to embark on major change, or you're part way through an implementation already, the BBB team can be there to support you and your organisation in achieving operational excellence throughout.

YES - our BBB methodology has been developed over a twenty year period working with face to face and remote customer, service, sales and support contact centres, and across a wide range of industries including:

 
 
  • Banking
  • Telecommunications
  • Local and State Governments
  • Retail and Support Centres
  • Travel & Tourism
  • Community Sectors
  • Outsourced Centres
  • Health Insurance
  • General Insurance
  • Utilities
  • Human Resources 
  • Training & Development Associations
  • Technical Trades
  • Superannuation
 
 

Take a tour for yourself and see how the BBB team of experts assists professionals today...

 
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CONTACT CENTRE OPERATIONAL IMPROVEMENT & CHANGE MANAGEMENT 

We enable our clients to become the industry leaders, and achieve dramatically improved business performance and customer experience outcomes.

 

CONTACT CENTRE OPERATIONAL IMPROVEMENT & CHANGE MANAGEMENT

For more than 25 years our BBB team has been developing and delivering contact centre solutions across all industry sectors. 

We understand the complexity of Workforce Management & Planning, and the role it has with the strategic, operational and customer focused areas within both small and large contact centres.

Each BBB consultant is a specialist in Omni-Channel Operations, Customer Experience, Workforce Management and Capacity Planning, Process Re-Engineering, Reporting Systems, Strategic Planning and Implementation, Change Management, and People Development - we bring industry leading practices and frameworks to each client, and work collaboratively with you, your managers, your teams and their leaders, to ensure dramatically improved capability and capacity within your organisation. 

 
 
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CUSTOMER EXPERIENCE SOLUTIONS

BBB can create and implement customer quality frameworks to suit your organisation's customer satisfaction needs. 

 

CUSTOMER EXPERIENCE SOLUTIONS

The BBB team are passionate about customers; both yours and ours!  We know customer expectations are moving faster than most organisations can adapt; they expect outstanding and consistent experiences regardless of how and when they choose to contact you...

BBB partners with your business to assist you and your people in mastering the seemingly contradictory forces of operational capacity, employee engagement and performance, and customer experience.

We have proven expertise in customer effort matrix, NPS and CSat solutions, CX journey mapping, process re-design and in QA evaluation frameworks, and we can assist you to improve the structures and abilities within your organisation to improve your customer's experiences, or we can create these to help you strive for excellence with your customer. 

We're happy to chat with you about how we may help; meet us for a coffee sometime!

 
 
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BUSINESS PLANNING

We partner with your management and leadership teams to focus on the four areas that sit between the current environment and the desired state of operational and customer excellence - systems; processes; employees and channels. 

 

BUSINESS PLANNING

We have a proven record in guiding clients to more effective outcomes using our SPEC review process to identify and evaluate opportunities. Our focussed assessments of the current environment and planned for implementation strategies of the business, allow our clients to re-engineer policies, practices and processes, and achieve vastly improved capabilities and performance. 

The BBB method typically includes observation, analysis and data gathering at our client's premises, followed by a detailed review and recommendations report. We then engage with an organisation's leaders to support the delivery and implementation period, and we also support the evaluation afterwards to ensure sustainability. 

Contact us now to discuss how we can assist your enterprise to moving forward to more sustainable planning and implementations now -

 
 
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TRAINING & WORKSHOPS

We are avid learners ourselves, and are generous with our knowledge!

As BBB experts in operational excellence, we value people and leadership development, and excel in workplace training and assessment, and engage as facilitators.

 

TRAINING & WORKSHOPS

Experienced, qualified and engaging facilitators make the difference to an organisation's employee engagement and capability. 

An engaged and capable workforce of operational staff, leaders and managers will always result in dramatically improved customer engagement, and business growth.

Having more than 20 years of training, evaluation, coaching and facilitation experience both in the classroom and using virtual platforms, we can assist your enterprise with up-skilling your workforce in support of your strategic plans, change implementations, business and leadership growth, and with customer engagement.

Ask us for samples of what we can create, develop and/or deliver - we're happy to discuss where we can assist you today!

 
 
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COACHING & MENTOR PROGRAMS

Coaching is sought after by those who wish to better, and BBB consultants coach with the intent to align an employee, leader or manager to the strategic intent of their business and organisation.

 

COACHING & MENTORING for LEADERSHIP and EXECUTIVE TEAMS 

BBB Advisory regularly run coaching workshops around Australia that are designed specifically to assist organisations who are transitioning in change, improving employee performance and engagement, and that are customer and growth focused.

Companies engage us to either train their leaders in coaching employees, or to implement a coaching culture within their organisation. 

The BBB team are qualified and skilled in coaching models and use proven methodology with a holistic approach that ensures real-time and ongoing development of an individual. We can assist with creating mentoring programs that will also benefit your teams, customers, and ultimately your organisation's expertise in your industry.

Talk with us today about how we may assist you either individually or collectively, and we'll be happy to share what we know -

 
 

"The fact that our clients ask us back time and time again, gives us the opportunity to build really close relationships, so that over time we feel like part of their team. Every time we go back for a new project, it’s like catching up again with old friends!"


 

LET'S GET TALKING

we invite you to have a 'virtual coffee' with us, and chat about your organisation's plans for growth and excellence, and to discuss how we may assist you to achieve those outcomes.

 
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- MEET THE TEAM -

 

"...we are generous with our knowledge and we partner with you so you and your leaders become the industry leaders and winners..."

 
 
  Lyn   " We are fortunate to be able to listen and hear others - it is only from outside our box that we find new ideas to revolutionise what we and our clients do"

Lyn

" We are fortunate to be able to listen and hear others - it is only from outside our box that we find new ideas to revolutionise what we and our clients do"

  Leanne   " We take the time to truly understand our client's challenges, pain points and opportunities "

Leanne

" We take the time to truly understand our client's challenges, pain points and opportunities "

  Daniel    

Daniel

 

  Trish   " Bringing together the needs of customers with that of our client's business, and it's  employees, is what I excel at..."

Trish

" Bringing together the needs of customers with that of our client's business, and it's  employees, is what I excel at..."

  Steve    

Steve