PCG SERVICES
Service Delivery Channel Allocation
Service Delivery Channel Allocation
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Customer Net Impression |
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Employee Net Impression |
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Service Delivery Channel Allocation |
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Net Impression Process |
To provide the best possible customer experience, you need to allocate your service resources to where they will have the greatest impact in the marketplace. PCG can help you decide how much to spend on the various channels—phone, IVR, Web, mail, office visit—to address your customer service needs within budgetary constraints.
Most channel allocation decisions fail to take the customer into account; this frequently results in customer complaints, and in many cases, lost sales and profits. PCG's approach relies on state-of-the-art consumer preference research and mathematical modeling techniques to answer the following questions:
- How much should be spent on phone, Web, office, and other service channels in order to maximize customer service value?
- How many offices do we need, and where should they be located?
- How can we migrate customers to more cost-effective self-service options?
- What improvements to the existing service delivery system will increase customer satisfaction the most?
PCG's methodology for redesigning a service delivery system includes three stages:
- Stage 1: Customer Preferences. We use qualitative research to determine which service attributes (wait time, likelihood of getting the right answer on the first contact, hours of service, etc.) affect customer decisions about what channels to use in addressing their service needs. Customer surveys (also known as "Conjoint Measurement") capture customer preferences among service channels for each service need by market segment.
- Stage 2: Service Delivery System Modeling and Analysis. We use economic modeling techniques to specify how much should be spent on each service channel in order to best satisfy customers. From the customer preference research in Stage 1, we know how customers value their service channel options (phone, Web, office visit, etc.). Cost and service investment data are incorporated into a comprehensive channel allocation model. The ensuing analysis will dictate how much you should spend on each channel, how to proceed in migrating customers to less expensive self-service options, and where to concentrate improvement efforts in order to increase customer value and lower service costs.
- Stage 3: Maximizing the Customer Experience. Using the analyses from Stage 2, we work with our clients to design, coordinate, and implement changes in service technology, operations, and customer communications.