TO CONSOLIDATE OR NOT…THAT IS THE QUESTION.

Contact centers, switchboards, reception desks, and concierge services are often the first contact in a customer journey.  The encounter sets the foundation for the entire customer/patient experience.

Multiple areas within a single organization performing the same or similar tasks, led by separate management teams, using different processes, with variance in metric calculation and interpretation will yield inconsistent customer/patient experience outcomes.  

In just that one statement, there are four contributing factors that impact customer/patient experience and compel organizational leaders to explore consolidation of services.  
1. Multiple areas performing the same or similar tasks,
2. Separate management teams,
3. Using different processes
4. Variance in metric calculation and interpretation
The result…inconsistent outcomes….underutilized resources…overextended budgets.  
An analysis of each of these factors reveals potential risk to the organization in terms of operational efficiency, budget impact, and the disintegration of brand loyalty.   Regardless of where a customer enters an organization, the experience should be consistent and a reflection of the brand.  
Does this sound familiar? How long have your teams been doing the best they can with what they have.       It might be time to take a closer look, locate your resources, and evaluate the benefit of a single point of accountability for multiple points of entry through a consolidation of services.   It is virtually possible.

16 Comments

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