CX Consulting Services
When it comes to working with us, we remain flexible and agile to meet your needs. This means you can implement our recommendations using your in-house teams, or engage us to put them in place. Our services range from light-touch to full service based on your exact needs at the time. Our main process consulting services activities include:
We use the TELUS International AGILE documentation methodology to extract the process details from your company stakeholders, perform a value analysis to identify efficiency and automation opportunities, and facilitate process redesign working sessions. For customer-facing processes, we evaluate the main activities, experiences, and touchpoints that characterize the customer interaction with your product or service. From there, we determine potential solutions to drive an effortless and satisfying customer experience.
Via in-depth data analysis, we apply statistical and/or logical techniques to interpret business information. This supports process opportunities based on a comprehensive analysis of top contact reasons, trends, and both customer and business behaviors.
Process, Technology & People Diagnostics
Through in-depth evaluation targeting efficiency and customer experience, we deliver a comprehensive recommendations report addressing opportunities for process redesign, technology implementation, and people development. As part of our framework, we provide quick actions, as well as mid and long-term roadmaps for a successful business transformation.
Whether opportunities are driven by technology, process and/or customer or employee behavior, our facilitation approach remains customer-focused while capturing the ideas and expertise of your stakeholders. Backed by design thinking, we facilitate working sessions that empower teams to develop fast and innovative solutions.
Process & Business Transformation
Taking a consultative approach, we support your process and business transformation from current state to desired state. Our recommendations cover process redesign, technology roadmaps, training opportunities, project management, and overall change management strategies to ensure your teams and your business collectively embrace the solutions that drive ROI.
Key measures of success
We create additional value and ROI for our clients by focusing on the key measures of success for operational excellence transformation:
Process Consulting Services - for better business outcomes
Centered on value creation, our Process Consulting Services help brands embark on successful digital transformations and enhanced customer journeys. Via in-depth analysis, documentation and reporting, our ROI-based recommendations identify both easy wins as well as larger opportunities prioritized by greatest business impact.
Process Consulting approach
We strive to make the complex simple by getting to know your business and the issues that you face in a clear, step-by-step process that remains both manageable and achievable.
Benefit from our global management expertise with 70% of our leaders Lean Six Sigma trained.
Reduction in contacts over a 12-month period - results achieved for a large retail client.
Average Handle Time reduction of 200 seconds - results achieved for a large retail client.
Calculated savings (USD) via process and tech recommendations - potential results for a large retail client.
Why TELUS International?
We combine leadership, teamwork and problem solving to promote continuous improvement through business process excellence.
Our consulting is customizable to a client’s needs based on organization size, processes and facilities. You decide just how far you want us to go ranging from recommendations to full implementation including change management support.
With the majority of our leaders Lean Six Sigma trained, we focus on the right processes to achieve desired outcomes. This means first aligning with your goals, analyzing the customer journey, and documenting current processes to have a clear benchmark to measure success and ROI.
Ecosystem of innovation
While we are experts in contact centers and customer experience, it doesn’t stop there. We have a full suite of digital CX accelerators to assist with transformation including AI, Bots, Cloud, Mobile, Big Data solutions and more. We bring our entire CX and DX toolkit to the table to identify innovation opportunities for your business.