How We Deliver

We provide customer and business process management solutions across a number of flexible models including the best mix of outsourced (BPO – Onshore and Offshore) and on-site service delivery.

  • Service Design

    Service Design

    We design service solutions that deliver the right outcomes for your business and a great service experience for your customers.

    More
  • Service Development

    Service Development

    We develop a service delivery roadmap from a People, Process and Technology perspective.

    More
  • Service Delivery

    Service Delivery

    We are always challenging the status quo. We are always open and sharing know-how to deliver a great customer service experience.

    More

People, Process and Technology

Our 'Design to Delivery' model is around achieving and then building on the outcomes you want. This isn't just about meeting KPIs and service levels. It is about working together to deliver better outcomes for you and a great service experience for your customers.

We design, build and transfer our people know-how, process expertise and technology capability to deliver a great service experience.

Our Approach

Our service approach is to create smarter services and deliver better outcomes across our three key areas of Customer Engagement, Identity and Validation and Customer Management Consultancy.

    Whether we are designing a new set-up, to transitioning and transforming an existing operation, our approach is always about how we can deliver a better outcome for your business and a better service experience for your customers.

Services

We design service with the customer front of mind. From client consultation & discovery, to customer insights, journey mapping and channel strategy, we design service solutions that deliver the right outcomes for your business and the best service experience for your customers.

People

From the outset, we look to connect you with the right People. That's people like Customer Management consultants, Service practitioners and Knowledge experts; people who have the right fit, know how and relevant experience to align with your sector, your business and your brand.

Process

We start by listening to your customers and by connecting with your business. We leverage our Project Management Office (PMO) and team of Business Process and Technology Analysts to review your service channels, your processes and your technology from a customer perspective.

Technology

We advise on the design of Customer Management Applications, Services & Customer Relationship Management (CRM) technology solutions.

We design and deliver systems that are proven to support the customer's needs and that makes their life easier. This goes to every decision we make, from the people we hire, to the applications we design to the technology infrastructure we deploy.

Customer Insights

At Abtran, we leverage data and insights that lead to the design and delivery of customer-centric, robust and compliant service.

We ensure insights are routinely captured and then analysed, acted and improved upon.

Accessing what great service looks like starts with the people that are closest to your customers. In many cases – that's the front line service advisor.

Through 'Voice of the Customer', we don't just encourage our customer service specialists to feed back insights - we empower them to do so.

Through Digital Listening, we tap in to what your customers are saying publicly online. We monitor where they are saying it, feeding back any trends, insights and any risk of misinformation.

Programme Design

Today's customers are mobile. They want to access services quickly and easily on their channel of choice.

Our ability to design and deliver service solutions across multiple channels, allows us to fully own the customer journey, so we can deliver an easier and better service experience. During the design stage, we put ourselves in your customer's shoes.

Through Customer Journey mapping, we tell the story of your customer's experience from their initial contact, through to how they engage with your business your channels and ultimately how connected they are to your brand.

Our Service Design team focus on identifying potential gaps between channels, continuity of service experience, knowledge, appropriate technologies and People fit.

Combined with Insights and Customer Listening, we look to inform your channel design. We advise on how your service needs to adapt from a people, process and technology perspective.

People, Process and Technology

Our 'Design to Delivery' model is around achieving and then building on the outcomes you want. This isn't just about meeting KPIs and service levels. It is about working together to deliver better outcomes for you and a great service experience for your customers.

We design, build and transfer our people know-how, process expertise and technology capability to deliver a grea sevice experience.

Our Approach

Our service approach is to create smarter services and deliver better outcomes across our three key areas of Customer Engagement, Identity and Validation and Customer Management Consultancy.

    Whether we are designing a new set-up, to transitioning and transforming an existing operation, our approach is always about how we can deliver a better outcome for your business and a better service experience for your customers.

Service Development

At Abtran, we develop Service from the customer'a perspective. During this stage, we leverage the capabilities of our PMO and team of Business Process Analysts to audit, review and develop a service delivery roadmap from a People, Process and Technology perspective.

Having channelled customer insights and intelligence during the Design phase, we look to engage your customers with the right conversations, on the right mix of channels, supported by the right People and the most appropriate technology.

People

Transferring knowledge, insights and customer experience goes to the core of our brand and our purpose.

Through leveraging the right people, and transferring the right experience - we deliver the best outcomes for your business and the best service experience for your customers.

Process

We help client organisations to improve business processes, reduce project risk and overall costs during service transitioning and implementation.

We bring a customer-centric approach, whilst providing the structure required to improve efficiencies and streamline processes.

Technology

We build systems, processes and technology with capabilities that will be shared across clients, transferring our know-how to improve the customer experience and creating opportunities for the development and growth for our people.

PMO

We help client organisations to improve business processes, reduce project risk and overall costs during service transitioning and implementation.

We bring a customer-centric approach, whilst providing the structure required to drive efficiencies and streamline processes.

Our PMO function is staffed with Project Management professionals and Business Process Analysts operating across multiple clients sites.

Over the past ten years, we have successfully delivered transformational business process and technology implementations on behalf of public and private sector clients across the Transport, Government, Utilities and Health sectors.

pmo

Channels

The explosive growth of mobile devices and social media have fundamentally changed the customer service landscape. Today's customer expects real-time interactions, a more personalised service and respect for their data privacy.

Abtran operates at the forefront of Customer Engagement and multi-channel design and delivery. We focus on empowering your customer by automating the routine whilst managing the exceptions.

Through Voice of the Customer, we understand that developing great service goes to delivering what the customer wants whilst having the right technologies in place to deliver an integrated service experience.

Empowering and educating our People is critical during this stage and in a manner that balances the traditional phone channel with online community management, live help and social care.

Forecasting & Reporting

Through our resource planning and forecasting capability, our analysts ensure that our resources are optimised to deliver maximum efficiency whilst delivering the best service experience for your customers.

Through real time campaign management, we maintain a close watch over the performance of each channel to ensure that we are delivering a seamless, high-quality customer interaction experience at every turn.

From the reporting side, we look to engage with you on a deeper level to identify business and consumer trends. This involves capturing and linking the categories of data from all systems involved in supporting the customer journey.

Our ability to link customer and case information with operational data empowers us to improve the service experience and to make it easier for your customers to do business with you.

People Development

Transferring knowledge, insights and customer experience goes to the core of our brand and our purpose.

Through leveraging the right people, and transferring the right experience, we look to deliver the best outcomes for your business and the best service experience for your customers.

We recognise that one size does not fit all. We ensure that every client has the right people, with the right combination of talent and values that align with your brand biology.

We develop multi-channel service environments with a balance of the most appropriate skills sets. We develop the right training programmes. We then put the right measures in place to drive performance improvements for your business and your customers.

Through our strategic partnership with global recruitment consultancy, Morgan McKinley, we have on tap access to global talent. Our on-site recruitment office ensures we can scale and deliver at pace to market, delivering your people and sourcing needs on a national and international basis.

People, Process and Technology

Our 'Design to Delivery' model is around achieving and then building on the outcomes you want. This isn't just about meeting KPIs and service levels. It is about working together to deliver better outcomes for you and a great service experience for your customers.

We design, build and transfer our people know-how, process expertise and technology capability to deliver a great service experience.

Our Approach

Our service approach is to create smarter services and deliver better outcomes across our three key areas of Customer Engagement, Identity and Validation and Customer Management Consultancy.

    Whether we are designing a new set-up, to transitioning and transforming an existing operation, our approach is always about how we can deliver a better outcome for your business and a better service experience for your customers.

Service Delivery

At Abtran, we are always learning, always transferring and always putting your needs and the needs of your customer at the very forefront of how we deliver service.

People

People are at the heart of how we deliver service.By empowering people, we in turn empower the customer.

We have a coaching culture that encourages people to challenge the status quo of service, to identify changes and improvements, to transfer our knowledge and expertise to make the customer's life easier in a secure and compliant manner.

Process

We recognise that your Customer needs are constantly changing. That's why we proactively engage our clients in Customer Strategy Days, to evaluate the changing marketplace and shifts at a strategic level before converting opportunities into actionable and measurable service plans.

We are always 'listening' to the Voice of the Customer, identifying gaps and opportunities as their service needs change and evolve.

We innovate at pace, monitoring, testing, engaging and driving service innovation through new and emerging channels – particularly via online and digital.

Technology

We are always harnessing innovation and leveraging the best of our technology expertise and infrastructure to help our clients achieve better business outcomes and better service to their customers.

Flexible Delivery Models

We are always looking to connect and align with your business as your organisation grows and evolves.

By working with Abtran, you will have access to a suite of sourcing options and our national and international delivery centres. We provide solutions across a range of flexible models including the best mix of outsourced (BPO – Onshore and Offshore) and on-site service delivery.

Through our partnership with international recruitment consultancy, Morgan McKinley, we have on tap access to a global talent pool, ensuring we can deliver at pace in a challenging timeframe.

We offer a range of flexible commercial models to best suit your business needs. Whether you are looking to stand up a new service to transitioning an existing operation, we can help advise and develop the best, most flexible model for your business.

From the more traditional, fixed and transactional models, to more performance driven outcome based, risk and reward models, we look to deliver the best business outcomes for your organisation across each stage of the service journey.

Business Intelligence & Analytics

At Abtran, we manage millions of customer interactions annually.

Our goal is to turn the customer data we collect into actionable insights that help drive your business decisions as well as to deliver a great service experience to your customers.

Our capabilities range from predictive analysis, customer segmentation, retention & winback to customer value & billing management.

From the reporting side, we look to engage with you on a deeper level to identify business and consumer trends. This involves capturing and linking the categories of data from all systems involved in supporting the customer journey.

By publishing live and analytical information, dashboards and reports via the SharePoint interface, we can provide instant access across mobile and desktop to the key information that drives your business.

Technology

From mobility and virtualisation to Data Analytics and Customer Insights, we are always harnessing technology innovation from a customer perspective.

We leverage the best of our technology expertise and infrastructure to help our clients achieve better business outcomes and better service to their customers.

We empower our clients to underpin their services with our highly scalable and secure technology infrastructure; technology that enables customers to access your services in a secure and compliant manner.

Our People