Contact Centre Expertise

Optimising customer satisfaction and resources by removing failure demand

Our Public and Private sector clients’ Contact Centres have been transformed through the application of the Vanguard Method; all have massive improvements in service and efficiency.

It is quite normal for a transformed Contact Centre operating using Vanguard Method principles to be:

  • 70-80% more efficient
  • achieve first point resolution to be between 85-95%.
Typically, our clients have:
  • reduced call volumes
  • reduced absenteeism
  • reduced staff turnover
  • reduced headcount
  • reduced budget
Value & Failure Demand

In the early 1990s we made a breakthrough in how to study demand into Contact Centres. In the course of studying customer demand we realised there are only two types – Value demand (the kind of demand we want) and Failure demand (the kind we don’t want).

This simple, yet incredibly powerful, distinction has given Contact Centre managers a fundamentally different insight allowing them to act in ways that reduce failure and therefore liberate resource.

Learn more about value & failure demand

We gained 35% capacity

NPS increased to over 90%

It's better for staff

Read a case study

The problem to solve

The industry that has grown up around Contact Centres has failed managers, by encouraging them to adopt and manage using numbers that will make performance worse, not better, and that will lead to ‘Sweat shop’ conditions for their staff.

Don’t take our word for it, read an example written in the Guardian below

Photograph: David Sillitoe for the Guardian