We tune in what is most needed
We do not stick to prepared templates, we look for a customized solution for a specific operation, whether it is a contact centre, back office or branch network.
Verified and practical experience
We offer real, verified and entirely practical experience with customer care strategy and process setting, remuneration setting, efficiency increase, information share, management model setting, wall board and reporting setting, customer satisfaction and many other areas.
Development of employees´ skills
We can develop contact centre and branch employees´ skills within special trainings, we focus on the potential of individuals that we can use in communication with customers.
CoolCentres
We guide companies through the process of reinventing classical call centres into so-called CoolCentres. Places which greatly care for customers, where CoolCentre employees like to work and care for customers with sincere joy.
How to most appropriately set customer care strategies and processes for optimal functioning customer care?
How to develop contact centre employees´ skills and how to best use the potential of individuals?
What does a CoolCentre mean and how to start with the change?
The optimally working customer service is like a perfectly working clockwork mechanism. We have experience with even the most specific tasks that come with the customer care. We are demonstrably able to set the clockwork so that it neither runs slow nor fast. We guide companies through the process of reinventing classical call centres into so-called CoolCentres.
Reference customers for consultancy
OneSolution as a unified desktop for Call Centre operators
Call centres of UNIQA pojišťovna in the Czech Republic and Slovakia use OneSolution as a main desktop application for operators in which they process client requirements. The solution is used for the support of processes of registration of loss occurrences, for the support of collecting contact data of UNIQA pojišťovna customers, for the support of customer processes of medical assistance, for the complex support of processing customer emails and web messages and last but not least for management and executive of outbound phone campaigns.
Concept of conjoint management of contact centres of Uniqa pojišťovna in the Czech Republic and Slovakia
The aim of the project was to define detailed concept of the transformation and conjoint management of contact centres in Liberec and Košice based on in-depth analysis of the current state and understanding of strategy plans of the company. The final concept describes proposed changes in detail that allows to implement them immediately.
Help with building of a new call centre focused on sale
Our consultancy team participated in building of a new sales call centre of Uniqa pojišťovna. Its aim is to create and then supervise the detailed project plan of the task.
Development strategy of the Client Centre
We developed a study of an optimal option of the scope of client and advisor support and specification of the related technology and financial sources.
Building of an in-house call centre
AEGON insurance company contact centre serves company clients and representatives of external business networks. Under the auspices of OpenOne the company succeeded in delivery of basic technologies - telephons for phone call routing, system for recording phone calls, queue for processing customer emails - and also delivery of unified application interface for operators. The solution is extended by the module of OnePlace knowledge base and is prepared to support inbound calls, outbound calls and inbound emails.
Reference text of Knowledge base
Strategy of internal Contact Centre
Our consultants led AEGON project team through the whole process of the preparation of the contact centre utilization strategy. A detailed structured capacity model originated, quantifying the need of number of staff for providing expected level of client service, independent organizational structure, process of recruiting specific roles and detailed financial cost model.
Optimization of Customer Line capacity utilization
The aim was a strongly operation-oriented review how to go on in the area of capacity planning to achieve operational targets and to contribute to customer satisfaction. The cooperation included data analysis, operation observation and workshops.
Preparation for the introduction of employee evaluation by KPIs
Analysis of process and rules suggestions focused on customer retention
Consultancy in the customer retention process
The aim of this project was to provide an open feedback to the current state of the customer retention process and to suggest recommendations for maximal optimization.
Preparation of operation of Customer Line Active Team
OpenOne consultants participated significantly in creating Active Phone Team within the Customer Line of Pražská energetika during the whole trimester. They helped to define processes, guidelines and methodologies.
Design of a general concept of the customer centre
OpenOne implemented a project for UniCredit Bank Czech Republic, the aim of which was to prepare a complex design of an overall concept of the bank customer centre.
Client satisfaction survey via SMS
We provided the company O2 Česká republika in the form of a service with the support of the client satisfaction survey. We used OneWay solution, an original solution by OpenOne. Customer satisfaction was enquired by text messages to clients who call customer lines or visited O2 shop. The solution offered a user-friendly import of data, sending of enquiries and automatic sending of replies and reporting of all results. OpenOne also analysed clients responses and used them for continual improvement of the solution.
Optimization of Operation Management Processes
In a follow-up project OpenOne focused on optimization of operation management processes, streamlining of ordered processes and setting rules for cooperation with external supplier of call centre staff.
The key outcomes of the project delivered by OpenOne consultants included also methodology of the change of measured KPIs, specific rules for internal communication including the definition of roles, work flow and responsibilities, a suggestion for implementation of One – Stop – Shopping procedure, specific suggestions for changes in contract and process documentation of cooperation with external supplier of capacities or suggestions for changes of IVR setting of the particular product.
Solving more first contact client requirements (FCR)
OpenOne performed a project targeted at solving more first contact client requirements and thus increase measured indicator FCR. OpenOne consultancy team performed a complex analysis focused on identifying weaknesses and suggestions of specific arrangements for improvement of FCR.
The company newly established a centralized contact centre for servicing insurance company customers in 2015. One of the main areas the VZP management chose to deal with is the motivation system for their employees. We led several workshops with key employees and based on them we step-by-step created a specific description of the remuneration system. We had to keep in mind not only our experience a specifications of the VZP contact centre, but also the requirement for a long-term utilization of the proposed from the perspective of the process itself and from the current and expected future development of the department.
Optimization of verification process
OpenOne consultants helped Europ Assistance internal team to find further possibilities of improvement and optimization of one of key processes connected with servicing customers. Their aim was to find specific and fast feasible changes that would accelerate and simplify the process. The external approach and excellent cooperation of the internal team helped to achieve expected results and change stimuli.
MND mines information in OnePlace
After a thorough and careful selection, MND decided on OnePlace knowledge base. Thus, up-to-date and relevant information is drawn on not only by the contact centre and the network of sale representatives, but also by other parts of the company. OnePlace standard version met all requirements for functionality, so the customization dealt with practically only a perfect adaptation of the application to MND corporate design. In the same way, the OneCoach knowledge test module has been established in MND, which, thanks to its functionalities, helps with memorization and subsequent verification of real knowledge.
Sales efficiency analysis
MND prefers also the highest sales success possible at inbound calls. We looked at the current state (MND uses external call centre of company Informační linky) and compared it with our experience and knowledge. And prepared specific recommendations for adjustments in all relevant areas influencing sales efficiency. Our work included e.g. interviews with submitter and implementer representatives, observations in operation and calls quality check, data inspection and performing mystery calls.
Consultancy services for increasing of sales efficiency by phone – Service-to-Sales
The outcome of our cooperation was the formulation of recommendations, the implementation of which should increase the performance of this process.
Optimization of the average handling time of phone calls with company clients (AHT)
Audit of the operational situation in HelpDesk Česká pojišťovna
The aim of this project was to examine the current state from many perspectives.
Development of services offered via Client Care Centre.
OpenOne consultancy services affect mainly the area of online operational management and communication model, setting of optimal usage of tools for ongoing operational management, introduction of capacity planning with simple tools without the need of special SW support, introduction of working with analytical reporting with team leaders, revision of KPIs system, the use of scripting and evaluation of the quality of email communication.
OpenOne consultancy team provides customized support on a regular basis and deals with current needs within the Client Care Centre operation.
Customer satisfaction survey
OpenOne does on a regular basis a customer satisfaction survey of the Customer Care department and invoice department for ČEZ Zákaznické služby. The staff feedback was obtained through tailored electronic questionnaires with anonymity guarantee. The result assessment includes comparison with the latest assessed period and expert recommendation what to do in order to improve results in critical areas.
Improvement of the use of operational reporting
Within ČEZ Zákaznické služby OpenOne consultancy team participated in preparation and controlled implementation of specialised workshops focused on the improvement of operational reporting for direct management and assessment of operational situation. The aim was to involve the entire team of supervisors in all locations providing a contact centre. The workshop also included an outcome mapping feasible changes of current reporting documentation and recommendations for staff skills development. Half-day workshops were highly interactive with specifically defined topics and large impact on the real operation.
Business logic for customer and distribution web portal
OpenOne implements and extends business logic for customer and distribution web portal in companies of innogy group in the Czech Republic. The company further uses OpenOne solutions for central solutions of electronic readings via emails, text messages and web portals.
Complex CRM solution
OpenOne participated in implementation of a complex CRM solution for Essox, focused on leasing and consumer loans.
The implemented solution for handling Essox customers is based on Microsoft Dynamics CRM (MS CRM) platform, an integrated part of which is OneSolution. The result of the whole project is a unique integrated solution offering a unified view of the customer and covering all customer agenda, from the arrangement of leasing or consumer loan to possible debt recoveries from a unified environment.
Benefits of the new CRM application were appreciated by Essox representatives Kateřina Kolafová and Tomáš Klíma in this way:
"According to expected increase in the number of clients we had to look for an application that would fully substitute the existing one and at the same time would improve the customer service comfort, increase work productivity and enable a unified view to a customer across the whole company during the whole life cycle of their contract. We have achieved their aim by implementing MS Dynamics CRM and OneSolution integrated solution and we have created space for further development in this field. Cooperation with Cleverlance, Microsoft and OpenOne specialists enabled us in a very short time and high quality to implement the solution that was very well accepted by our users, and we believe that it will lead to a higher satisfaction of our customers and partners. For the success of the project it was also important that it was not a delivery of three contractors, but a very good cooperation of a project team built from representatives of all four companies."
Operation improvement of ESSOX contact centre
OpenOne consultancy team implemented a project in which important areas of contact centre management were dealt with, such as work efficiency of individuals, remuneration, capacity planning or checking of client requirements processing.
Optimization of operational activities of Soft Collection department
OpenOne consultancy team implemented a project of optimization of operational activities of Essox Soft Collection Department. The aim of the project was mainly to find very specific recommendations and practical steps to improve further work organization area, efficiency measurement and evaluation of operator working time.
Multichannel processing of all customer requirements
The solution supports processing of requirements from all communication channels – emails, web forms, faxes or letter communication as well as inbound and outbound calls. OneSolution completely automates distribution of non-telephonic requirements, supports their processing and related monitoring, escalation and checking. Thus the service centre has improved the quality of processing customer requirements and significantly shortened reply time.
Inserting data into knowledge base for E.ON Customer Service Centre
OpenOne consultants helped E.ON internal methodologists to optimize the usage of existing sets of information and their coherent presentation within the chosen SW tool. Every month new product and process information come up for operators and it is necessary to process them systematically and include them logically into the knowledge base structure.
Adaptation process
Together with E.ON call centre internal team we had a few ideas how to increase efficiency and customize the process to a very tight labour market. A part of the project was also detailed evaluation of practical steps in trainings, adaptation and allocation of operators into teams.
Setting of the motivation system for outbound calls operators
OpenOne consultancy team customized a suggestion for motivation system for Customer Service Centre for efficiency and result increase of Active Call team. The proposed motivation system takes into account experience with incentive systems in contact centres and unambiguously reflects specific conditions of E.ON Česká republika team.
Reference text
Consultancy help with preparation of the knowledge base content in E.ON call centre
The aim of our cooperation was to focus on systematic support of responsible internal employees and to find the best-arranged and logic system of categorizing informations for knowledge base filling and at the same time to outline how to publish the data for operators.
Analysis of call centre information share
OpenOne consultancy team helped to the management of E.ON Customer Helpline to revise the methodology of processing informations together with defining responsibility and follow-up optimization of the whole process. The aim was to accelerate and streamline informing operators and thus also E.ON customers.
Customer Care Centre operation analysis
OpenOne consultancy team analysed Customer Care Centre in E.ON Česká republika and proposed a remuneration method based on a time regarding of the day, data analysis, staff efficiency analysis and analysis of work quality evaluation method.
Satisfaction survey project of wide platform of employees of Customer Service Centre
Management of the contact centre in peak times
The aim was to help with practical steps focused on optimization of management call peak times caused by seasonal or technological influences.
Audit of Central Customer Service operation.
OpenOne provided standard audit evaluation of the current state and recommendations for specific changes focused on work efficiency increase.
One of the most useful changes was standardization of measurement and reporting Service Level, introduction of a wallboard and self-management rules, and also reduction of administrative tasks, changes in the system of KPIs measurement and changes in work quality evaluation system.
Audit of Contact Centre operational situation
OpenOne consultants performed the operational situation audit of the ING Bank Contact Centre in December 2010.
Except for standard efficiency the audit focused on sharing information and result reporting. OpenOne consultancy team specific suggestions helped to optimize the system of remuneration of individual operators according to their personal efficiency. Thanks to complex perspective and recommendations in the motivation system, general targets of individual teams and their follow-up cohesion into motivation of managing staff could be also taken into account.
The consultants also checked possibilities of active service offers within the scope of the Contact Centre.
Development of communication skills in the Service Desk department
The subject of the project was a customized training for employees of the company Státní tiskárna cenin working in the Service Desk department. With respect to their frequent communication with callers in crisis or difficult situations the training was aimed at mainly managing those situations.
The innovative approach of OpenOne including frequent personal involvement of individual participants, calibration of live recorded calls and other unique methods brought very positive reviews by the participants and the company.
European Customer Support Centre supervisor development
OpenOne consultancy team performed a customized programme of professional skills development for Olympus team of supervisors that provides a unique European Customer Support Centre, dealing with service and technical requirements of customers from most European countries. The programme focused on specific needs of individuals and contained reporting work, result assessment, but also quality and efficiency work of individual operators. Thanks to OpenOne experience from other operations, supervisors could quickly master important skills and useful habits for their efficient work. The programme also included workshops and online coaching with entirely practical tuning of habits and approaches of supervisors.
Following the previous successful cooperation in the area of supervisor skills development, our consultancy team performed another intense part of supervisor development. This time the cooperation focused on providing feedback to subordinates, assessment of operator work within a calendar trimester and reporting work.
The aim of the project was to increase efficiency of S2S process of the European customer centre. The project focused on changes and embedding of the sales process and everything related to it and also shadowing of supervisors during providing feedback to operators. After the project sales results of S2S process increased by tens of per cent.
Operational situation audit in European Customer Support Centre
The project targeted at the audit of operational situation in European Customer Support Centre. It enabled the manager who had taken over the operation to get unbiased assessment of the current state in the team in many aspects (organisation, allocation to administration, sharing of information, operators workload, capacity planning, motivation, etc.). It was a complex checking and assessment of opportunities. The project also contained assessment of opportunities for development of key employees at lower managerial positions.
Operational optimization and development of Help Desk Česká spořitelna.
The key area where OpenOne suggested optimization and further development was work quality and remuneration evaluation according to KPIs, utilization of telephony for reporting of individual results and suggestion for using the wallboard including the rules for self-management.
Consultancy support of preparation of Unified queue project
OpenOne helped to define the assignment and concept of so-called unified queue. OpenOne consultants shared with Česká spořitelna representatives their long-term experience with implementation of central request management solution in all aspects of its building and operation.
Building of the customer service of a newly established retail bank.
One of the main targets of the project was building of a high quality customer service that will become one of the key advantages of the bank.
Our consultants helped Air Bank with managing the project of launching the customer service and with many specific activities connected with its building. Within the scope of cooperation all aspects were covered: work processes, IT systems, operational management, staff, reporting, customer satisfaction and cooperation with external call centres.
OnePlace knowledge base solution
OnePlace is used in the Service Desk department of ČEZ ICT Services as Information Database to support the service of all users and employees of the multinational group ČEZ. The solution enables them to insert data and search information via categories and full text. There are also further functionalities saving time and training costs.
Operational optimization of Service Desk department
Our consultancy team also cooperated with ČEZ ICT Services to generally optimize the Service Desk department providing support to all employees of ČEZ group. The proposed system of monitoring the performance of individuals and rules for operational management caused higher efficiency of all the team. The consultancy service also included preparation of responsible staff for the new concept of managerial roles. Thanks to clear results the project was also positively assessed by the contracting entity.
OnePlace knowledge base solution
Československá obchodní banka uses in its Client Centre OnePlace knowledge base solution for registering information by about 540 agents. Except for standard functionalities for searching, the complex work flow, news functionality and instant messages and instructions functionality is also used for inserting information.
To use the solution in the best way and to ensure the highest efficiency for the bank we provided the Client Centre also with expert consultancy. Its aim was to find a specific recommendation for improvement of the process of inserting information and simplification of all information in the knowledge base.
Consultancy with phone sales
OpenOne, represented by Tomáš Dočekal, performed within two weeks analysis of successfulness of Bankinsurance. The final outcome of the analysis contained recommendation divided into three key areas and listed according to priorities. ČSOB team obtained clear and quickly implementable recommendations what to focus on to achieve required increase in sales of this product.
Wallboards for contact centre management
OpenOne consultants performed a business assignment definition of operational wallboards optimization for individual CC departments. The aim was to modernise them and to increase their benefits in practical operator capacity management.
Contact centre audit
OpenOne consultants performed an independent audit of the contact centre operation of Mondial Assistance. They evaluated the existing situation completely from the perspective of utilization of working hours in the technical assistance department, work with information was stressed, mainly its efficient use. The outcome included also comparison with Best Practice within the current market of service contact centres.
Consultations for setting of contact centre motivation system
OpenOne consultants in cooperation with the contact centre management of Solutions and Services, operated for the support of Veolia customers, performed a revision of the setting of the motivation system for remuneration of operators and supervisors. The aim was to simplify the system and to increase its attractiveness for operators. Motivation systems reflecting current monthly budget appear more and more often in contact centres.
Contact centre operational audit
The aim of the audit was to verify the efficiency of the operational model of different parts of the contact centre and follow-up processing of the suggestion for optimization.
Reference text
OpenOne implemented operational audit of functioning of IT HelpDesk in the company Česká pošta. The aim of the audit was mainly to bring independent evaluation that could become the basis for further department development planning. One of the priorities was also evaluation of the remuneration and motivation system according to measurable parameters.
Design of a general concept of direct sale
OpenOne implemented a project, the aim of which was to prepare a complex design of direct sale, i.e. service and sales with the help of direct distribution channels. The concept included processes: X-sell, Up-sell, Retentions, Building of loyalty and Unified service space. All these processes followed the existing sales and service channels and thus created a logic synergistic unit.
Consultancy services in the HelpDesk area – creating of an operational audit and capacity plan
The outcome of OpenOne consultants activity was creation of a complex perspective of the HelpDesk PFČS operation and capacity plan for a following year.
OpenOne consultancy team performed an audit of the Contact Centre. It focused on all main aspects of its operation. OpenOne consultants performed reporting analysis, specialised interview with the operation manager and interviews with supervisors/team leaders, they were present in the operation. Finally they analysed ascertained information and produced a final detailed audit report.
In-depth analysis of Home Credit Contact Centre efficiency
OpenOne consultancy team implemented a project for Home Credit that targeted at in-depth analysis of setting and management of Home Credit Contact Centre in the Czech Republic. The outcome of the cooperation was a list of specific arrangements for Contact Centre efficiency increase and quantification of its financial benefits.
OpenOne consultants implemented here Analysis of its internally created CRM tool from the perspective of the insurance company customer service. The aim of it was to reflect experience from dozens of other similar operations in the Czech Republic into the list of requirements and to evaluate these requirements independently.
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OpenOne implemented two consultancy projects for Cetelem. We created the assignment for Management of email communication project and we helped to create business assignment for setting of wallboards for four company units.
Reference text: Assignment for the Management of email communication project
Reference text: Creation of business assignment for setting of wallboards
Knowledge base Allipedie
Operators of Allianz contact centre use for processing customer requests the knowledge from OnePlace Knowledge base. Thanks to that they are able to process the requirements quickly and efficiently.
Customer satisfaction surveys
OpenOne implemented for Allianz insurance company customer satisfaction surveys via text messages. The project included setting of the survey and its complex implementation.
Retention process analysis
OpenOne consultancy team prepared the customer retention policy. It provided the company with detailed information for decision and setting of priorities together with timing of retention processes implementation.
Customer care analysis
Our consultants focused on outcomes in information sharing, processing of non-telephonic communication and providing of feedback to operators.
Complaint process revision
The aim was to find bottlenecks in the process, improve its efficiency and thus solvers and customers satisfaction. We proposed organizational changes, key KPIs and we set the benchmark of number of complaints that Allianz should record.
Audit of the operational situation in the Customer Centre of CZC.cz
OpenOne consultants observed the operational situation within the Customer Centre of the company. They focused on technological support, processes, communication, quality control, processing of all communication channels and operational management.
Specialised workshop focused on contact centre operation
OpenOne prepared a one-day workshop for the manager team of CZC.cz. The aim of the workshop was to discuss in detail various aspects of contact centre operation, from processes, capacity planning, performance measurement, motivation, operator and supervisor development to variable remuneration and customer feedback.