Inspect what you Expect
This is exactly what RAG Scores
does! We measure the experience of your customers providing constant inflow of inputs to the management through:
1.Tele Checks.
2.Conformance Audits.
3.Lifecycle Experience Audit.
4.Benchmarking.
5.Mystery Shopping.
RAG Scores
creates customized programs that assist Management to prioritize actions.
Core focus areas are:
1.Monitor and measure Service Performance.
2.Improve Customer Retention.
3.Employee awareness- what is important in serving customers
4.Provide feedback from Service Front-line.
5.Asset Protection � Monitor facility conditions.
6.Ensure product/service delivery quality as per SOPs.
RAG Scores
first-hand experience across industries (Hospitality, Financial Services, Telecom, Healthcare and BPOs) presents you with "Actionable Feedback" which identifies what you do well and where are the opportunities to improve. You can:
1.Support promotional programs.
2.Audits pricing & merchandising compliance.
3.Competitive analyses.
4.Compliment marketing research data.
5.Identify training needs and sales opportunities.
6.Educational tool for training & development.
7.Ensure positive customer relationship on the front line.
What will we do?
PHASE 1
Assess
Behave like real customers, simulate life like situations, talk to teams and get access to first-hand experience and information.
Through
Tele Checks
Conformance Audits
Lifecycle Experience Audit
Benchmarking
Mystery Shopping
PHASE 2
Analyze
Study information collated to identify the areas of strength & improvement.
Using
Brainstorming
Data discussions
Cross-functional discussions
Process discussion
PHASE 3
Action
Creating an actionable plan, to steer towards key management objectives.
Using
Flash reporting
Web reporting
Review meetings
Consolidated cycle report
"Risk Free Trial Offer": Try out any of our offerings for a trial period upto 3 months.
Club Mahindra
- Mapping typical lifecycle & major events
- Analyse opportunities for Proactive Service Management, define desired processes needed based on outcomes
- Identifying gaps in Member Profiling & Data capture, and define steps & processes needed to enrich Data
- Study existing CRM & other allied systems for ability to support Data Capture & Analytics
- Define Outcomes OR Measures for new processes
- Define roadmap for implementation & pilot design
Softage Information Technology Pvt Ltd
People Capability building & restructuring
- Development centres
- Assessment centres
- Skills training
- Team building
- Project management
- Performance management system
Red Hot Cafe
- Mystery dining
- Up-sell & cross-sell training
- Frontline training
- Detailed pre-launch audit & assessment all Telecom processes ( as well as key inter-function linkages) including mystery audits, testing & competition benchmarking
- Establishing key metrics for the Service Operations teams focussing on Cost efficiencies
- Proposal evaluation for the call centre & technology outsourcing
- Budgeting & forecasting
- Optimization of the existing call centre & walk-in performance on key metrics
- Established performance & quality framework for the Contact Centre
- Optimization of call centre processes and technology and road map for future initiatives
- Best Practice implementation
- Training of key resources for contact centre management
- Project SENSATION : Retail Service Quality improvement program
- Mystery shopping
- Point-of-Sale Audits
- Competition Benchmarking
- Process design and documentation
- Market research : Territory potential
- Competition benchmarking
- Improving retail experience
- Customer relationship model for repeat business
- Improve visibility and reach
Funcity, India(Part of Landmark Group, UAE)
- Customer life cycle management
- Customer retention program
- Revenue optimization
- Customer segmentation
- Mystery dining
- Guest retention
- Up-selling & cross-selling
- Frontline training
- Service audit - Experience & Standardization.
- Recommendations on service improvement, standardization & technology deployment
A Unit of Service Solutions