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Welcome to BBB Advisory

BBB is a team of professional consultants specialising in operational excellence and change management, each with operational experience managing customer focused teams.

 
 

BBB has assisted dozens of organisations towards achieving operational excellence, and we'd like to share the following SERVICES, projects and clients we've worked with, to showcase the expertise we can bring to your enterprise - 

 

CUSTOMER QUALITY FRAMEWORKS

CONTACT CENTRE DESIGN

CHANGE MANAGEMENT

CUSTOMER EXPERIENCE JOURNEY MAPPING

GLOBAL DESIGN

CUSTOMER EXPERIENCE JOURNEY MAPPING

IVR & WFM OPTIMISATION

CRM IMPLEMENTATIONS

CONTINUOUS IMPROVEMENT

CUSTOMER CENTRIC STRATEGIC DESIGN & PLANNING

NEW CONTACT CENTRES

CAPACITY PLANNING

CHANNEL STRATEGY

LEADERSHIP DEVELOPMENT

eLEARNING, TRAINING & WORKSHOPS

GUEST SPEAKING FOR ASSOCIATIONS & BUSINESS

STRATEGIC REVIEWS

OPERATIONAL REVIEWS

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- WHY BBB ADVISORY IS SOUGHT AFTER IN CONSULTING -

 

   'As a manager you spend a lot of your day getting caught up in the day to day operational activities, and you struggle to spend time on your business... '  

Sound familiar?

We all operate in a global, interactive and often demanding arena and as such it can be challenging to know what's going on in your industry regarding best practice, what's contemporary, what is being replaced, and who is leading in their services, products and customer experience, and why. 

Our clients expect us to be at the forefront of this when they engage us on a project, and this really is where the BBB team shine - each of us has experiences in technology, customer, operations, management, change, and people development across various industries.

We dedicate time to staying ahead - we are all members of various customer centric and business growth associations, are asked to be guest speakers for our client's events, we attend conferences to ensure we are early adopters of new concepts and technology, and we update ourselves with the best proven methodologies, models and capabilities. 

Best of all, we are generous in sharing this with you!

 DANIEL PANOZZO AT OPEN MIKE TED TALK (ADELAIDE)

DANIEL PANOZZO AT OPEN MIKE TED TALK (ADELAIDE)

 
 

Below we showcase a sample of the recent work we're proud to have done and helped our client's achieve -

 

 
 LYN TREWENACK WORKING WITH BRISBANE BASED LEADERSHIP TEAM

LYN TREWENACK WORKING WITH BRISBANE BASED LEADERSHIP TEAM


'Lyn helped us transition our contact centre operations to a more effective level. Lyn assisted us across technical, staffing, customer and management aspects. She was professional, flexible, showed expert knowledge and experience and helped us manage the change successfully. I’d recommend her without hesitation'

GENERAL MANAGER - APPRENTICESHIP & EMPLOYMENT INDUSTRY


- CHALLENGES SOME BUSINESSES WERE EXPERIENCING -

  • Low customer satisfaction and engagement
  • Poor employee engagement
  • Lack of performance based culture
  • Inconsistent leadership practices
  • Limited business growth despite high strategic planning
  • Inconsistent processes and practices
  • Low understanding of customer experience expectations
  • Poor implementation planning
  • Limited visibility of performance, business data and analysis
  • Outdated telephony and operational system integration 
  • Technology platforms and/or usage limited
  • Ineffective communication between business units
  • Customer demand and enquiry volume higher than staff can handle
  • High resistance to change
  • Quality results inconsistent with NPS scores
  • High employee engagement and low performance quality and/or low customer experience
  • No disrupt or unexpected event planning or capacity
  • Limited customer complaint handling strategy
  • Service levels and key business metrics not being met
  • Limited reporting and analysis to support strategic planning phases
 

- BBB SOLUTIONS -

 
  • Contact Centre design & establishment
  • SPEC & EASE frameworks
  • WFM optimisation & planning
  • Enquiry diagnostic reviews and analysis
  • Capacity planning
  • Global insights and planning
  • Operational reviews and re-design for standardisation, integration, communication
  • Workforce Management & Planning
  • eCommerce solutions and implementation
  • Business case development
  • Business unit integrations
  • AI opportunity assessment
  • Process re-engineering
  • Business Requirements documentation for contact centre system solutions
  • Change Management support and training
  • Channel strategy & implementation support
  • Administrative review and re-design 
  • IVR analysis and reporting support
  • Telephony solutions 
  • Coaching services & training
  • Training development, design & delivery
  • Strategic planning and support
  • Real Time Desk set-up
  • Customer experience journey mapping
  • Customer quality framework design and implementation
  • Outsourcing/Insourcing assessment
  • Assist joint venture set ups
  • Real Time Desk creation
  • Telephony/skills routing review
 

- CLIENT OUTCOMES -

 
  • Immediate CSat improvements
  • Growth in range of  activities to be performed by contact centre
  • Performance data visible and used for further strategic planning
  • 20% higher conversion rates
  • Communication increasing between operational team leaders, resulting in workforce management improvements 
  • Understanding of contact and demand drivers rose to affective and sustainable levels
  • Industry awards and recognition
  • Increased customer engagement
  • Self service growth
  • Social and digital media strategy created
  • 40% reduction in contact demand through ecommerce implementations
  • increased capacity; typically >20%
  • Unity achieved across multiple business units
  • Alignment of performance planning and outcomes to organisation's objectives
  • Customer queues reduced by 75%
  • NPS scores doubling and tripling
  • Dramatic reduction of operational costs due to outsourcing and online capability
  • Staff and customer engagement scores more than doubled 
  • Employee capability increasing to take on more complex tasks
  • Increased leadership capability and business planning
 

'The facilitator, Daniel was fantastic and I learned quite a few principals on how to simplify a structural change'

                                                                                                             NSW ATTENDEE - AUSCONTACT WORKSHOP


BBB Advisory thanks all our valued and trusted clients -