Retail & Customer Services

At Newton we genuinely believe customer experience and operational efficiency go hand-in-hand.  By focusing on and designing out the root causes of failure within customer-facing processes we can demonstrate a step change in the customer’s experience which means delighted customers, lower costs and sustainable margins.

Our experience and insights have been gained from the extensive variety of customer facing work we undertake which includes 999 services, 111, booking lines and order taking, telesales and telemarketing, complaints handling, and remote technical assistance. Our typical projects deliver 10-30% savings in headcount as well as step change in the service delivered.

Our range of expertise includes:

        • End-to-end customer journey design and improvement:
            • Decision support tools
            • Elimination of failure demand and double handling
        • Design, implementation and consolidation of inbound, outbound multi-channel contact centres including the use of digital and self-service technologies
        • Demand analysis, resource forecasting and workforce management:
            • Rostering and capacity design, including Erlang and other statistical methods
            • On-the-day agent availability management including sickness
        • Telephony and ACD design and optimisation, including skills-based routing and virtual networks across a range of software and hardware platforms
        • Performance reporting, management information and key performance indicators (KPIs)
        • Complaints handling, management and regulatory compliance

Throughout the process, we collaborate side-by-side with local teams and managers to ensure our conclusions are valid and our plans robust.  Our unique, hands-on, detailed approach allows us to design the most cost-effective and optimal operating models with our clients.