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 Process Documentation experts document your operational processes for knowledge transfer, business continuity and training purposes. We use the Agile Documentation Methodology to extract process details from your company stakeholders. The knowledge is then used to create process flows, manuals and procedures.
Our Data Analysis offering provides clients with a comprehensive analysis of call drivers, call trends, call practices and customer behavior based on data analysis and descriptive/inferential statistics.
Through Process Diagnostics, we deliver a comprehensive report containing a list of identified process opportunities along with recommendations for potential improvements, including an assessment of implementation difficulty and ROI impact. Quick wins are also identified.
Workshop & Training
Our Workshop & Training offering is based on our unique Own-it / Workout methodology, designed to engage your key stakeholders to help identify and prioritize business problems. Workshops are a great tool for engagement of employees and enablement of quick wins.
Through a combination of onsite and offsite consulting, our Process Transformation practice aims to move your business from current state to desired state. Our methodology includes process documentation, analysis of current opportunities, workshop facilitation to drive future state alignment, and change management leadership.
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 70% 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.