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