Strengthened service and process quality Improved customer satisfaction, retention and loyalty levels Improved productivity, capacity management and cost control Improved contingency planning & change management effectiveness Insightful reporting frameworks linking high level measures & targets to day to day operating metrics performance.      Most of our people have been in customer facing line management positions themselves, including managing multi channel customer operations and customer service centres. Intravate has successfully managed a large number of results-driven assignments for high profile clients covering service quality metrics frameworks, multi channel service management and the turnaround of complex call/service centre operations.    Offices in the UK, Hong Kong and Australia   'Intravate Insight Audits' of service quality, service channels and existing service quality measures, targeting and reporting frameworks. Defining the critical areas of customer service and their impact on customer behaviour and loyalty. Translating customer service standards into a series of internal process quality & productivity metrics. Developing performance standards 'tolerance zones' that reconcile quality and cost requirements. Action plans to address areas of poor quality or productivity performance via the Intravate ACTion™ Standards technique. ConTrax™ channel blending technique to deliver the most cost effective multi-service channel mix. Constructing integrated service quality reporting frameworks ranging from real time metrics to executive performance reports. Training workshops on service quality measurement, setting service standards, effective service channel blending and service quality reporting frameworks.  Visit the Intravate Knowledge Centre for informative materials on service quality management and measurement.