DAP Consultancy Limited

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Happier customers make for better business

Happier customers make for better business

DAP Consultancy puts smiles on faces

DAP Consultancy are specialists in Customer Experience. Focused on maximising your business growth, customer loyalty and profits, by improving the experience your customers receive.

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Discover how to deliver exceptional customer experiences 

That help attract and retain customers

We've increased revenues, customer loyalty and customer satisfaction scores of start ups, small to medium size enterprises and large scale multi million pound corporations.

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Do you have a challenge that you need help with?

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“You've got to start with the customer experience and work back toward the technology.” Steve Jobs

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Customer Experience is the make or break of a business. Marketing, product and CX must work together in harmony in order for a business to be a success. 

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We help you build a customer experience that is consistent, differentiated, builds loyalty and turns your customers into advocates. Completely bespoke to your needs.

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Find out more about how we help organisations optimise their customer experience and drive up their commercial value. 

DAPConsultancy.co.uk

DAPConsultancy.co.uk

Client testimonials

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Clients and organisations we have worked with

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In the continually evolving landscape of customer experience (CX) management, contact centre managers and leaders face the critical decision of whether to use single-skilled or multi-skilled agents. This choice significantly impacts training costs, operational efficiency, customer satisfaction, team size, and service quality. 

After weighing the pros and cons, we firmly advocate for multi-skilling customer service agents. This approach not only enhances operational efficiency but also significantly boosts customer satisfaction. Below we explain why.

DAPConsultancy.co.uk 

DAPConsultancy.co.uk 

Why we recommend multi-skill?

Multi-skilling involves training agents to handle a variety of inquiries and tasks. This approach enhances versatility and agility in addressing diverse customer needs. First, it increases operational flexibility by allowing agents to switch between different queues or channels based on demand, thereby reducing idle times and optimising resource use. This flexibility is crucial in modern contact centre’s where customers expect prompt and knowledgeable support.

Additionally, multi-skilling improves the customer experience by decreasing transfer rates and wait times. Agents with broader skill sets can resolve issues more efficiently without needing to escalate or transfer calls, leading to higher first-contact resolution rates and increased customer satisfaction.

From a management perspective, multi-skilling improves workforce management efficiency. It allows for better scheduling and capacity planning, as managers can deploy agents across different queues, channels or even clients based on real-time data and demand forecasts. This proactive approach minimises overstaffing or understaffing, optimising operational costs while maintaining service levels.

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Why we are against single skill

In my opinion, single skilling restricts agents to specific areas of expertise. While this might initially seem to promote focus, expertise and specialisation, it can lead to inefficiencies when handling diverse inquiries or fluctuating workloads. Single-skilled agents often need to escalate or transfer unfamiliar issues, prolonging resolution times and potentially frustrating customers.

Furthermore, single-skilling limits operational flexibility, making it difficult to adapt to sudden changes in workload distribution or emerging service needs. This rigidity can result in suboptimal resource allocation and increased operational costs over time.

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Our final thoughts

In conclusion, multi-skilling offers significant advantages over single-skilling in today’s customer-centric environment. By equipping agents with a diverse skill set, organisations enhance operational efficiency, customer satisfaction, and workforce management. Multi-skilling ensures that contact centres remain agile and responsive, capable of meeting the evolving demands of modern customers effectively.

Embracing multi-skilling allows contact centre managers to leverage their workforce strategically, driving positive outcomes across key performance metrics while consistently delivering exceptional customer experiences. Therefore, when debating between single-skill or multi-skill strategies, the evidence strongly supports the latter as the optimal choice for contact centre optimisation and service excellence. Go multi skill your teams.

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What People Say

"Dan is an accomplished, disciplined, focused and solution driven individual, assisting both colleagues and clients in a consistently positive manner, gauging their needs at all times and always willing to take on new challenges and responsibility."

Director of Service Delivery, The Keyholding Company

"Dealing with customers is a very difficult area to manage, it requires a great deal of patience and empathy towards the public. Dan simply excels at this, not only a pleasure to work with, his experience is unbeatable, with him as part of a team you cannot fail!"

Global B2B Marketing and Communications Manager, Collinson

"Dan is such a nice person to work with. He is not only a great colleague but a very good manager. He is very creative, hands-on, and organized. He is the guy to go to when you need help with customer retention or complaints handling and is always open to discuss ideas and suggestions. I learned a lot about leadership from Dan, and it was a pleasure to be managed by him."

Customer Experience Lead, Boundary Technologies

"Dan worked across the organisation, combining his impressive experience in customer service with management information to explore and implement new and improved ways of working, ensuring that the decisions we made were for the benefit of customers."

Senior Data Analyst, Citizens Advice Bureau

"I have worked with Dan over the years, and he is one of the most passionate people I have had the pleasure to work with. He prides himself in identifying customer and business challenges and opportunities, not only by using his interpersonal skills but also by analysis, he looks at sensible opportunities and then overcomes them."

Head of Business Intelligence, Kingston University

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