Challange

A leading global energy company sought to create a customer-centric operating model for their contact center operations. They felt their current model underperformed compared to market standards and wanted to better understand how to retain both current and new customers in a more modern and advanced way. Their goal was to future-proof their operating model by balancing cost, commercial objectives, and customer centricity. However, our assessment revealed that they lacked a customer-centric approach and needed a more harmonious model.

Approach

The operations consultant invited our team due to our expertise in customer centricity and transformation. We assembled a team of practitioners with the right mix of skills to address the challenge. ECC's role was to identify the key levers for a future-fit operating model and ensure they worked together harmoniously.

•  Research and Levers: We identified eight key levers that drive customer-centric operational success and researched how these levers functioned in other organizations.

• Interviews with Leaders: Conducted interviews with operations leaders to understand how these levers were activated in various companies, examining their impact and proportional use.

• Desk Research: Provided insights on how the company could activate these levers to gain operational efficiency while maintaining customer centricity.

• 5 solutions: We presented five practical and viable solutions, each grounded in our research and backed by real-world examples. These options provided the company with clear, actionable directions for developing a future-proof operating model.

Results

The organization successfully recalibrated and prepare for agile implementation workshops, ensuring full team alignment and readiness.

Concerns about overload, engagement, and skill gaps were addressed, leading to improved confidence across teams. The company established a stable foundation, setting the stage for sustainable transformation and future innovation, with clear governance and improved employee engagement.