What We Do

MVA helps you meet the challenges of delivering a great experience to your customers - through any channel they choose to interact with you. We can support you and your team at each and every stage of the customer contact lifecycle.

Strategy and Decision-Making

We can help you:

• Achieve the most effective and cost-efficient way to manage your customer communications
• Answer the question – in-house, outsourced or rightsourced?
• Map and optimise your customers’ journeys and experience
• Identify the operating model that provides best value for you and best serves your customers

Benchmarking for Delivery and Value

We can tell you:

• If your centre is as cost-efficient and effective as it should be
• If your current outsourced contracts are delivering real value and market competitiveness
• How you are performing on key service benchmarks compared to the best in the business
• What you need to do to ensure you and your customers are getting the best service

Finding The Best Solutions and Partners

We can bring our extensive experience to:

• Sourcing and appointing suitable outsourced partners through a bespoke process which reflects your business needs
• Negotiating a fair price for you and your suppliers
• Establishing a governance process that ensures your suppliers deliver what you want, when you want it
• Ensuring the new centre is implemented as it should be
• Guiding you and your team in managing the new partner

Delivering Successful Contract Outcomes

We can ensure your outsourced contract:

• Sets the basis for a long relationship with your supplier
• Is a win-win contract, which means you and your supplier can focus on delivering the best service for your customers
• Gives you real value for money and the supplier a chance to earn a fair return

Improving your Current Contact Centre Operation

We can:

• Audit your current operation and make extensive recommendations for improvement
• Assess your customer experience programme and make it fit for purpose
• Ensure your management information tells you what you need to know

Programme and Project Management

We can make your programmes successful by:

• Project managing them from start to finish
• Ensuring all participants deliver what they need to, when they need to
• Identifying and managing risks in the project
• Keeping you informed of progress throughout the programme

Winning Solutions and Bids

We can help outsourcers:

• Develop winning bids with effective advice
• Write their bid responses with consistent, coherent and clearly outlined solutions
• Ensure that client visits and presentations show them in their best light

Educating and Informing about the Industry

We can help you:

• Make informed decisions about countries, locations, market issues and opportunities, with clear, actionable recommendations
• Improve your team’s knowledge with tailor-made education, market insight and training workshops