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What it is
The CC360 digital platform has simplified the diagnostics process for customer-care organizations by combining quantitative and qualitative assessments on a single platform to generate an expert-guided road map of ideas for addressing opportunity areas
Quantitative assessment
Benchmarking results demonstrate client's performance as compared to the relevant peers on key KPIs and provide insights to help client reach best in class
Qualitative assessment
A digital EPR capability to assess customer care performance from a qualitative perspective. The EPR is filled with expert opinion based on observations from a series of interviews, focus groups and activities, using our best practices
Idea Bank
Ideation tool with initiatives from customer care funnel to address opportunity areas identified in assessment
Quantitative assessment
Benchmarking results demonstrate a client’s KPI performance compared to relevant peers and provide insights to help clients become the best in the class
Qualitative assessment
A digital EPR capability to assess customer-care performance from a qualitative perspective. The EPR is filled with expert opinions based on observations from a series of interviews, focus groups, and activities, using our best practices
Idea bank
An ideation tool with initiatives from the customer-care funnel to address opportunity areas identified in the assessment
How it works
CC360 follows a three-step approach in a typical end-to-end customer-care engagement for both quantitative and qualitative assessments
Quantitative assessment
Qualitative assessment
Input
Digital input template with real-time progress tracking to collect client data
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Standardized digital EPR that can be used for client interviews wherein customer care experts can provide a rating and record observations based on the client’s response
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Report
Compares a client’s KPIs against relevant peers
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Compares a client’s performance in various fields with relevant peers along with observations recorded during client interviews
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Opportunity
Calculate the potential dollar value via a dollar value realization analysis if the benchmarks are achieved
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Identifies gaps in the market via a gaps realization analysis based on a comparison with best in class peers
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Why use it
Easy to use
Easy to use, online solution consisting of unique links to be used to:
- Collect data input from the client
- Generate questions to take to the client interview
- Develop ideas to address opportunity areas
Shorter turnaround time
CC360 has reduced the turnaround time for complete diagnostics from three to four weeks to less than one week
Exhaustive benchmarking database
One of the largest databases consisting of:
- Quantitative assessment: client database with more than 300 global centers
- Qualitative assessment: standardized EPRs with over 30 data points from various sectors
- Idea bank: more than 200 codified ideas across six elements of the customer-care funnel
Expert-led
Supported by experienced customer care experts with more than 15 years of experience in the field
What the output looks like
KPI benchmarking analysis
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Performance rating and assessment
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Lever identification and potential sizing
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Gap realization analysis
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CC360 has delivered
CC360 follows three step approach in a typical end to end customer care engagement for both quantitative and qualitative assessment
>100
clients
>10
industries
>30
countries
20–25%
cost improvement
10–25%
customer satisfaction improvement
5–10%
revenue improvement
10–25%
employee satisfaction improvement
Here are some client examples
Initial opportunity sizing across the call center suggested that approximately 16–32% of savings on total spend can be achieved per annum
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By working with us, you will have access to
Experts
Our industry and functional experts will be on the ground where and when you need them.
Helpdesk
Our helpdesk will keep doors open and commit to addressing your concerns efficiently and effectively.
Training
We offer coaching and build capabilities for your teams to deliver sustained improvements.
Implementation
We partner with you and co-create a firm path to implementation as part of the project.
