BSG Consulting Group leverages it’s highly regarded intellectual property built over the years to provide solutions to customers – practices, platforms and tools like Contact Center Evaluation Tool on COPC Guidelines, iSTRIVE for instilling Six Sigma culture within an organization, mASTER approach for seamless Transition, etc.
We also use strategic planning, business process re-engineering, change management framework, etc as appropriate to our customers’ situations/challenges
Our Consulting team has a proven track record of helping our customers reap huge benefits from our consulting activities. Some examples of value-adds delivered so far are:
Robotics Process Automation solution deployed for Canada’s largest communications company which yielded below business benefits
- 24% reduction in Average Handle Time (AHT)
- 90% reduction in manual steps in set scenarios
- 80% automation of validation process
- Reduction in manual errors in process execution & faster support services
For a leading Telecom Service Provider, we helped automate the incident management based on its Artificial Intelligence Platform for Business & IT Operations to address the service center inefficiencies.
- 80% reduction in mean time for overall diagnosis & repair
- 80% incidents resolved with least time
- 40% lower operation costs
- 40% higher utilization of existing resources
- Creation of best-in-class processes leading to savings of over 5.5 million Rands for a leading Insurance player in Africa.
- Transformation & Streamlining of Supply chain Operations for a UK Based Healthcare and Life sciences Major
- Identified inefficiencies and digitization opportunities for one of the Top4 banks in Australia with an optimization opportunity of AUD 35 MN annualized.
- Insights and Action planning for significant reduction in the sudden spike of billing related calls for a leading Telco in USA.
- Contact Center Evaluation on COPC standards for multiple clients across different industries like Chemicals, Banking, Insurance, Telecom, etc.
- IVR Re-designing for multiple clients across different domains leading to reduced contact center volumes & improved C-Sat.
- Creation & Implementation of Call Center Metrics for a leading Telco in Korea.
- Recommendations given for converting bank walk-ins to contact center calls for a leading Bank in Zambia.