A division of a Fortune 50 health and well-being company asked Mobius to conduct a process performance assessment and identify subsequent opportunities for improvement within their business to business sales and service center. Primary emphasis was upon identifying additional sales opportunities and the associated requirements to ensure their successful implementation and on-going management. Additionally, the client sought to enhance the overall effectiveness and performance of the center.

Data collection methods for the assessment phase ranged from interviews with staff directly involved in current sales and service processes to external brokers. Sales and service level data, training materials, staffing level and scheduling philosophies, workflow analysis and other key information was also analyzed.

Upon completion of the assessment, improvement strategies were identified and a detailed implementation plan was developed. The plan identified tasks specifically related to increasing effectiveness and efficiency, as well as those associated with deploying change management activities to support the implementation’s success.

The work effort led to increased process performance through, among other things, reduced key cycle times and improved quality of service. Identification of additional sales opportunities and design of the processes and infrastructure to support these contributed to the center’s ability to increase revenues. Recommended adjustments to staffing models and philosophies laid the groundwork for an increase in overall morale.

Catalyst Solutions, the association management company for the American Teleservices Association (ATA) requested Mobius assess the ATA’s current operations, ensure effective enterprise wide process design and assist in some aspects of the association management role. The ATA is a global trade association for the teleservices industry with a membership representing over 4,000 contact centers that account for 1.8M professionals worldwide.

Through Mobius re-engineering and streamlining processes, the ATA turned the corner during challenging economic times, increasing membership and non-dues revenues and maximizing member service and benefits.

Tim Searcy, Chief Executive Officer of the ATA states “The process and management expertise of Mobius is a key contributor to the ongoing success of the ATA. They are a true business partner, who may be relied upon to provide consistent, quality performance.”

A vacation ownership company with 160 branded and affiliated resorts in 26 countries hired Mobius to direct the assessment, design and implementation efforts for the launch of its marketing and sales call center. As the project manager for this effort, Mobius designed and managed the implementation project plan. Some of Mobius’ other primary responsibilities during this work effort included:

• Identification of Key Performance Indicators
• Development of compliance processes
• Recommendation of effective technology solutions and management of corresponding RFP processes
• Design of staffing models
• Design of list and database management processes

The call center became fully operational within established timelines and at $750,000 under budget.