What We Do For You new

What We Do For You

Operational Cost Savings

Kinetic has developed a unique methodology and set of tools that enables us to identify, prioritise and manage operational (and strategic) contact centre changes that will reduce costs and improve customer experience.

X-centric typically helps us identify 18% cost savings in a timescale that makes other well known approaches look simply snail-paced.

We always work closely with client teams, enhancing, supporting and integrating with existing change activities.

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Customer Experience Strategy & Implementation

Our years of working with customer contact operations and technologies ideally places Kinetic to support our clients in the identification, development and implementation of customer experience strategies:

  • Current Customer Experience Assessment
  • Customer Insight – Internal & External
  • Visionary Options
  • Customer Journey Mapping
  • Touchpoint Definitions
  • Technology Mapping
  • Operational Translations
  • Channel Integration

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Change Management

We have helped national and multi-national clients through a huge variety of change. Our strength is in the flexibility of approach and depth of understanding: whether it be a methodology ‘light’ programme or more formal Prince/Agile approach, we work with clients in the following areas:

  • Current State Assessment
  • Impact Assessment
  • Business Readiness Preparation
  • Stakeholder Mapping & Engagement
  • Change Communications & User Engagement
  • Implementation Management
  • Outsourcing Practice

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Outsourcing Practice

Kinetic has a wide range of experience working with clients and providers of outsourced contact centre services for on-shore, off-shore and near-shore projects.

We can help you to understand the options, pitfalls and benefits. Our experience ideally positions Kinetic as match-maker, implementation manager, benchmarker and performance improvement catalyst.

These are all areas where our clients benefit from independent support and advice, guiding them through any stage of their outsourcing relationship.

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Find Out How

Case Studies

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Case Studies

Catalyst-Housing-2
Outsourcing Pilot Set-up Support
hiscox-1
Customer Experience Strategy (Home)

Customer Experience Strategy (Home)

Hiscox - Customer Experience Strategy (Home)


Catalyst-Housing-2
Operational Performance Improvement

Operational Performance Improvement

Catalyst Housing - Operational Performance Improvement


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Strategic Telephony Review

Strategic Telephony Review

Europcar - Strategic Telephony Review.pdf


eurostar
Direct Sales Call Centre Review

Direct Sales Call Centre Review

Eurostar - Direct Sales Call Centre Review


Jsonline
Online Shopping Call Centre Review

Online Shopping Call Centre Review

Sainsburys - Online Shopping Call Centre Review


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Station Call Handling Analysis

Station Call Handling Analysis

Europcar - Station Call Handling Analysis.pdf


Which-1
Forecasting and Planning Review

Forecasting and Planning Review

Which - Forecasting and Planning Review


dreams-logo
Operational Cost of Failure Insight

Operational Cost of Failure Insight

Dreams - Operational Cost of Failure Insight.pdf


free-vector-homebase-logo_091334_Homebase_logo
Call Centre Improvement
Morph-Rich-Logo
Customer Engagement Centre Review
dreams-logo
Outsourcing Project Management

Outsourcing Project Management

Dreams - Outsourcing Project Management.pdf


Which-1
Call Handling Strategy

Call Handling Strategy

Which - Call Handling Strategy


Lloyds_banking_group
Call Centre Benchmark and Improvement

Call Centre Benchmark and Improvement

LBG - Call Centre Benchmark and Improvement.pdf


TalkTalk logo
Workforce Management Review

Workforce Management Review

TalkTalk - Workforce Management Review


TalkTalk logo
Call Handling Review

Call Handling Review

TalkTalk - Call Handling Review


Which-1
Back-office Operational Improvement

Back-office Operational Improvement

Which - Back-Office Operational Improvement


axa logo
Dialler Management Process Definition

Dialler Management Process Definition

AXA - Dialler Management Process Definition.pdf


Office-Depot-2
Strategic Business Transformation

Strategic Business Transformation

Office Depot - Strategic Business Transformation


logo-o2
Customer Survey Selection and Implementation

Customer Survey Selection and Implementation

O2 - Customer Survey Selection and Implementation.pdf


InterContinental_Hotels_Group.svg
Brand Development Programme Management

Brand Development Programme Management

IHG - Brand Development Programme Management.pdf


Office-Depot-2
Homeworking Business Case and Implementation

Homeworking Business Case and Implementation

Office Depot - Homeworking Business Case and Implementation.pdf


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Outsourcer Selection

Outsourcer Selection

O2 - Outsourcer Selection.pdf


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Outsourcer Audit and Benchmark

Outsourcer Audit and Benchmark

O2 - Outsourcer Audit and Benchmark.pdf


RIAS-logo-resize
IVR Review

IVR Review

RIAS - IVR Review


Office-Depot-2
Outsourcer Selection
JCR-2
Centralised Contact Centre Business Case
john_laing_plc
Centralised Helpdesk Business Case

Centralised Helpdesk Business Case

Equion - Centralised Helpdesk Business Case.pdf


PCWB-1
Operational Improvement

Operational Improvement

PCWB - Operational Improvement


Irwin-Mitchell-2
Customer Call Handling Review
Office-Depot-2
WFM ITT and Selection
kinetic-change-management-sit-up-logo
One Stop Shop

One Stop Shop

situp - One-Stop Shop


kinetic-change-management-comet-logo
Technology Blueprint

Technology Blueprint

Comet - Technology Blueprint.pdf


NFU-Mutual-2
Operational Improvement Review

Operational Improvement Review

NFU Mutual - Operational Improvement Review.pdf


kinetic-change-management-comet-logo
Customer Experience Strategy Review

Customer Experience Strategy Review

Comet - Customer Experience Strategy Review.pdf


Brakes_Logo
Operational Blueprint and Consolidation Planning

Operational Blueprint and Consolidation Planning

Brakes - Operational Blueprint and Consolidation Planning.pdf


Telegraph-1
Call Centre Benchmarking

Call Centre Benchmarking

Telegraph - Call Centre Benchmarking


6C
Re-branding Programme Management

Re-branding Programme Management

6C - Re-branding Programme Management


Brakes_Logo
Consolidation Feasibility Study

Consolidation Feasibility Study

Brakes - Consolidation Feasibility Study.pdf


broadsystem-largex3-logo
Interim Sales Management
DCMB-1
CRM Strategy and Call Centre Business Case

CRM Strategy and Call Centre Business Case

DCMB - CRM Strategy and Call Centre Business Case.pdf


Argos-Direct2
Contact Centre Benchmarking

Contact Centre Benchmarking

Argos Direct - Contact Centre Benchmarking


Barclays
Operational Planning Review
Orange_logo
Workforce Planning Optimisation

Workforce Planning Optimisation

Orange - Workforce Planning Optimisation


Screwfix-Logo-EPS-vector-image
Workforce Planning Optimisation

Workforce Planning Optimisation

Screwfix - Workforce Planning Optimisation


Argos-Direct2
Change Management Planning

Change Management Planning

Argos Direct - Change Management Planning


DSG-1
Call Centre Consolidation and Performance Improvement

Call Centre Consolidation and Performance Improvement

DSG - Call Centre Consolidation and Performance Improvement.pdf


rac_logo
Operational Improvement Review

Operational Improvement Review

RAC - Operational Improvement Review


Sitel-logo-1a_standard
Predictive Dialler Optimisation

Predictive Dialler Optimisation

Sitel - Predictive Dialler Optimisation


Safeway-1
Store Call Handling Review

Store Call Handling Review

Safeway - Store Call Handling Review


Woolworth__xl
Web Channel Requirements Definition

Web Channel Requirements Definition

Woolworths - Web Channel Requirements Definition


Screwfix-Logo-EPS-vector-image
ACD Improvement
DSG-1
Process Improvement and Call Centre Migration

Process Improvement and Call Centre Migration

DSG - Process Improvement and Call Centre Migration.pdf


COMPAQ
Process and Metrics Review

Process and Metrics Review

Compaq - Process and Metrics Review.pdf


DSG-1
Multi-channel Contact Centre Operational Blueprint

Multi-channel Contact Centre Operational Blueprint

DSG - Multi-channel Contact Centre Operational Blueprint


DSG-1
Systems Integrator Selection

Systems Integrator Selection

DSG - Systems Integrator Selection.pdf


Halfords-Logo-EPS-vector-image
Call Centre Technical Evaluation

Call Centre Technical Evaluation

Halfords - Call Centre Technical Evaluation.pdf