We are not talking about the 5 why’s but the power of 3. What is the power of 3? It allows you to group what you are working on into three categories to better prioritize the work that you are going to perform in order to more successfully accomplish your goals. This is not an industry standard just a practice that we have found ourselves using over the years and it has worked out extremely well.
Here are 3 examples (yes 3) of how Outside Perspective logically groups services we offer into 3’s.
- Outside Perspective offers three levels of engagement: 1. Finding Opportunities, 2. Creating Solutions and 3. Implementing Solutions.
- Outside Perspective focuses our process improvement on: 1. People, 2. Processes, 3. Strategy
- Outside Perspective achieves our goals through: 1.Observation, 3.Analysis 3. Interaction
So how does this translate to your business? Let’s look at an example of a company that was focused on reducing contact rates (CPx) of their customers. This contact rate was roughly 500,000 contacts per month. You can imagine the savings potentials. After working to better understand their goals, business model and analysis of their data we found the three categories that we would use to tackle CPx. Before, During and After customer contact.
With these defined we were able to develop them into better descriptions with overall goals. Drivers, deflection and contact.
- Drivers were something within their control that would cause a customer to potentially make contact. Contact Drivers. The goal was to reduce these contact drivers.
- Contact meant the customer was now engaged with an employee of their company. The goal is to improve efficiencies at the agent level in order to reduce labor costs as well as improve customer and associate satisfaction.