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Outcomes From Past Projects

Some of the outcomes we have delivered for our clients include:

Emergency Services

We recommended process and organisational changes to the contact centre to enable productivity improvements freeing up time for other business critical functions.

Hospitality and Entertainment Complex

By analysing customer contacts across their various activities, we were able to make recommendations on implementing a revised customer interaction and management strategy. We then assisted in the recruitment of staff for the contact centre.

Business Services Sector

We analysed customer interactions, workflows and systems across several divisions and made recommendations for the re-engineering of processes to implement a series of ‘easy wins’ to eliminate unnecessary work, improve workflows and reduce costs. This allowed the business to then improve the customer experience and reduce the cost of service delivery. Phase two then focussed on the implementation of strategic system and organisational changes to enable significant growth and improved business capability and competitiveness.

Telecommunications

We developed contact centre operations by identifying causes of declining customer satisfaction and service levels, increasing costs and ineffective referral and conversion of sales opportunities. The outcomes included an industry leading customer service programme that delivered high levels of customer satisfaction and yet had a very low cost of delivery, significantly improved sales conversion and customer retention and vastly improved employee engagement. This involved the design and implementation of process changes, redefined roles and improved performance management processes that delivered significant improvements in performance across all areas of operation.

Banking Sector

We have worked with several of Australia’s leading banks. We have conducted reviews of service delivery strategy and performance against international standards and made recommendations for improvement. For another we are assisting in the development of strategies for improving customer experience though more effective employee practices leading to significant savings.

Construction Supply Industry

We designed and delivered training programmes to staff at multiple sites nationally allowing them to dramatically improve revenue and cash flow and reduce customer disputes and complaints. For another client we delivered training on creating high performance teams which improved productivity and reduced staff churn.

Property Services

TeamRed delivered strategic planning sessions which successfully identified further opportunities for improving business and management effectiveness following a merger.  This led to ongoing work with the leadership team aimed at improving employee engagement and team effectiveness resulting in a defined organisational culture and improved work practices.

Insurance Sector

We worked with sales and operations teams to provide an understanding of how the customer experience and profitability could be improved by embracing revised work practices and cultures in order to enhance business performance in the face of increased competition.

Training Providers

1. Facilitated and guided the establishment of a highly successful Registered Training Organisation (RTO) for a national utility company. The project had a significant impact on staff recruitment, retention and development, whilst making the business one of the most successful employers of trainees in the local market.
   
   
2. Provided strategic planning advice to an established RTO which assisted in the re-alignment of the business focus and product suite leading to the establishment of a very well defined market niche which has proven very successful and now facilitated strong ongoing growth opportunities.

For more information on how TeamRed Solutions can help your business, please contact us.