OUR EXPERTISE

 

 BBB are a team of professional consultants who specialise in customer and management solutions, operational excellence and change management. We know that making any organisational changes requires patience, flexibility and a strong vision, which is why we use our expertise to work with clients in planning, executing and communicating any changes within their organisation. 

– Over the years, we’ve assisted dozens of organisations towards achieving operational excellence, and we’d like to share the following services, projects and clients we’ve worked with.

  • CUSTOMER QUALITY FRAMEWORKS
  • CONTACT CENTRE DESIGN
  • CHANGE MANAGEMENT
  • CUSTOMER EXPERIENCE JOURNEY GLOBAL DESIGN MAPPING
    CAPACITY PLANNING

 

  • IVR & WFM OPTIMISATION
  • CRM IMPLEMENTATIONS
  • CONTINUOUS IMPROVEMENT
  • CUSTOMER CENTRIC STRATEGIC DESIGN CHANNEL STRATEGY
    LEADERSHIP DEVELOPMENT

 

 

 

  • eLEARNING, TRAINING & WORKSHOPS
  • GUEST SPEAKING 
  • STRATEGIC REVIEWS
  • OPERATIONAL REVIEWS

– 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 it can be challenging to know what’s going on in your industry regarding best practice, 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 our BBB team shine — each of us has experience in technology, customer, operations, management, change, and people development across various industries.

We dedicate time to staying ahead and are all members of various customer centric and business growth associations. We love being asked to be guest speakers for our client’s events, and enjoy attending conferences to ensure we are early adopters of new concepts and the latest technologies.

DANIEL PANOZZO AT OPEN MIC TED TALK (ADELAIDE)

‘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 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

– OUR 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
  • Industry awards and recognition
  • Increased capacity; typically >20%
  • NPS scores doubling and tripling

 

  • Understanding of contact and demand drivers rose to effective and sustainable levels
  • Increased customer engagement
  • Self service growth
  • Social and digital media strategy created
  • 40% reduction in contact demand through ecommerce implementations
  • Unity achieved across multiple business units
  • Customer queues reduced by 75
  • Alignment of performance planning and outcomes to organisation’s objectives
  • 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 –