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