Exceed Global Capability Statement v1.00

Capability Statement

We help businesses to succeed by providing advice in key

areas including business optimisation and transformation;

customer experience; technology investment; and

contact centre strategy and management.

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© Exceed Global

0407 889 987

exceedglobal.com

[email protected]

http://www.exceedglobal.com/

mailto:[email protected]

http://www.linkedin.com/company/exceed-global

http://www.facebook.com/ExceedGlobalTeam

http://twitter.com/Exceed_Global


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© Exceed Global Page 2

Legal Notice The content of this document is proprietary information, and is the intellectual property of Exceed Global (Exceed; formerly Villani Consulting) and must not be used in any manner without the prior approval of Exceed Global as applicable.

The Exceed Global name and Trademark logos must not be removed from this document without the prior written permission of Exceed. Should permission be granted, then it is mandatory that Exceed must still be acknowledged as the authors.


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Table of contents

Legal Notice ............................................................................................................................................. 2

About Exceed Global ............................................................................................................................... 4

Vendor agnostic .................................................................................................................................. 4

About Isabella Villani — Director ........................................................................................................ 4

Consulting Solutions ............................................................................................................................... 5

Packaged Consulting Solutions ........................................................................................................... 6

Resourcing ............................................................................................................................................. 10

Training ................................................................................................................................................. 11

Customer Experience Training Programs .......................................................................................... 11

Coaching ................................................................................................................................................ 13

Client testimonials ................................................................................................................................ 15

Next steps ............................................................................................................................................. 18


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About Exceed Global Exceed Global (formerly Villani Consulting) is a professional services organisation specialising in four key areas: Consulting, Resourcing (permanent and contract), Training, and Coaching. Based in Australia, the company was founded in 2011 by Isabella Villani.

Exceed Global works with clients in all industry verticals including financial services, government, health, telecommunications, information technology and education. Exceed Global has worked with many of the country’s leading corporations and most-complex government departments.

The Exceed Global team has a proven track record in and commitment to creating strategic value by designing, building and delivering sustainable solutions and providing specialist resources. We have worked extensively with our clients to help them develop and implement business strategies; technology solutions; customer experience strategies; and business optimisation and transformation projects. We support our clients by providing expertise in change management, recruitment, training and staff coaching. The team also conducts industry best practice assessments to ensure organisations differentiate themselves through quality service standards.

The company is customer-driven, working in partnership with our clients to deliver excellence and leverage best practice – “Your Success is Our Success”.

Vendor agnostic

Exceed Global is vendor agnostic and works with all software solution vendors. As an independent specialist organisation, we offer impartial and unbiased advice to all our clients. We can partner with your chosen vendor to deliver solutions or work with your organisation to provide consulting expertise and resources for your vendor engagement. We can assist with strategy development, vendor selection and operationalisation, including project delivery and implementation.

About Isabella Villani — Director

The team is led by Isabella Villani. Isabella is a customer experience management professional who was formerly the Victoria Director of the Customer Contact Management Association (CCMA) and has recently been appointed as a Board Director of Auscontact, the leading forum for industry professionals and experts.


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Consulting Solutions Exceed Global delivers consulting solutions using a multi-disciplinary team, with skills in the following areas.

Strategy development

Omnichannel strategy

Contact centre strategy

Customer experience strategy

Business strategy and transformation

Marketing strategy

Competitive analysis and strategy

Go-to-market strategy

Outsourcing (onshore and offshore)

Customer experience

Customer experience strategy

Customer engagement and retention

Customer journey mapping

Voice branding

Voice of the customer programs

Feedback management programs

Contact centre operations

Contact Centre Diagnostic™

Process improvement and management

Employee engagement and retention

Employee feedback programs

Cultural transformation

Workforce optimisation

Quality management frameworks

Tender management

Procurement services

Vendor review and selection

Documentation (requirements, RFI, RFP, RFT and Business Case)

Technology

Technology review

Solution architecture

IVR and speech systems assessments

Call flow design

Voice user interface design

Standards compliance assessment

Business operations

Operational Diagnostic™

Business optimisation

Process improvement and management

Employee engagement and retention

Employee feedback programs

Cultural transformation

Workforce optimisation

Delivery partnership and

transformation

Business, process and technology review

Change management

Communication programs

Business facilitation

Business readiness review

Program and project management


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Packaged Consulting Solutions

Our service offering includes a range of consulting packages that we have developed based on our experience across a large number of projects. These packages provide a starting point for our discussions; once we agree on the scope of your project, a package can be tailored to your individual needs.

Operational Diagnostic™

Operational Diagnostic™ is often the most beneficial starting point to determine a client’s requirements in business units including Contact Centre, Helpdesk, Back Office and Retail. The Operational Diagnostic is adapted according to our client’s expressed needs; however, it typically consists of a review of the relevant business areas and functions, including:

Operating model and team structure

Reporting and performance metrics

Channel management, performance and alignment (including inbound and outbound phone contact, chat, email, face-to-face contact, mail, social media and website)

Training

Knowledge and Quality Management

Workforce Optimisation and Management

Technology.

Customer Experience – Service Design Strategy™

The practice of Service Design organises people, processes and tools within an organisation to deliver the best possible service to external and internal customers, and in some cases, even to suppliers. It examines all the touchpoints where customers interact with the organisation, as well as the processes that support the delivery of a service.

It is a cross-functional and multi-disciplinary activity and it’s applied across the entire lifecycle of the service. It incorporates many different processes, functions and activities, including: business strategy; customer experience analysis and journey mapping; business process improvement; culture change; recruitment and training of staff; technology implementation; and organisational capability.

Exceed Global’s Service Design approach reduces the impact of business silos on service delivery, reduces customer effort and improves staff engagement. Exceed leverages a multi-disciplinary team, so they can craft detailed solutions without losing track of the big picture. Exceed works with its clients to assist them to think about the organisation as a whole and how people, both staff and customers, interact with it. The team works with the business to identify bottlenecks and define solutions and provide input into when and where to apply technological solutions and process change.


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Tender Management

Exceed Global’s “vendor agnostic” status means that we are often engaged to manage the tender process for the provision of products and services. The team is involved in all stages of the process including:

Program Management of the end-to-end process

Analysis and documentation of the high-level requirements (including technical, functional and commercial requirements)

Development of Request for Information (RFI) documentation

Preparation of the Business Case

Analysis and documentation of detailed requirements (including business, functional and technical requirements)

Development of Request for Proposal (RFP) documentation

Market analysis of vendors and best practice solutions

Management of the vendor review and selection process

Preparation of CEO and Board reports

Contract negotiation in conjunction with the client’s procurement and legal teams.

Outsourcing / Partnership Opportunity Review™

The primary objectives of an independent outsourcing or partnership opportunity review are to identify existing processes that may potentially be better handled by an external business partner, and address cost and growth challenges an organisation may be experiencing.

To identify candidate processes, the review typically follows a multi-step methodology:

The core strategies, core (and non-core) competencies, cultural values, technologies, business initiatives, and business challenges (for example, reducing costs, increasing income and/or accommodating growth) are reviewed.

The strengths, weaknesses and opportunities offered by outsourcing organisations are considered. The capabilities of organisations operating both locally and offshore are analysed. Factors we take into consideration in this phase include: access to specialist skills and technologies; scalability; operational improvements that may be required; and time zone considerations. We also examine potential partners’ reporting standards, to ensure they will provide adequate reporting to enable the partnership to measure performance, establish accountability, and potentially add new capability (for example being able to provide richer customer insights with feedback surveys).

Business processes that are identified as candidates for outsourcing or partnerships are then assessed against the criteria identified in the previous steps. The assessment is both qualitative and quantitative. For candidate processes, the availability of outsourcing prerequisites such as process documentation, procedures, training, technology and other support materials is considered. Where possible, we also provide indicative costing.


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Remote Working Strategy Development and Implementation

Technology improvements, attempts to attract and retain quality staff, and customer expectations are driving companies to consider remote working strategies. Today, according to the Australian Bureau of Statistics' research into the way businesses use technology, more than three quarters of all large businesses have the ability for staff to work from home. Flexible working conditions are often mentioned in staff satisfaction surveys, particularly as Millennials continue to change the way work gets done. Customers now expect to get the information they want, when they want it, regardless of time of day, day of week, or how they’re connecting with a company, forcing companies to be flexible and innovative, finding new ways to provide optimal 24x7 customer service while still keeping costs down.

Businesses, governments and community organisations in Australia and around the world are already using remote working strategies successfully. Experience shows that remote working can deliver a broad range of benefits to individuals, employers, and the country as a whole. The benefits achieved depend on a range of factors, including the way remote working is implemented, the number of employees, and the quality of infrastructure available.

Exceed Global can work with your business to develop a remote working strategy that meets your business needs and addresses key drivers. We will provide subject matter expertise to establish drivers and benefits, as well as work with you on how to best operationalise the strategy – from technology and compliance, to recruitment, employee engagement and quality.

Technology Optimisation™

Exceed Global provides both a technical and non-technical review to identify opportunities for its client to improve efficiency and effectiveness through better utilisation of existing technology investments. We review the major functional areas that leverage the relevant platform, including helpdesk, contact centre and back office. Key operational issues are identified and prioritised. We then provide recommendations (based on industry best practice) to address these issues. The recommendations typically consist of “quick wins”, as well as improvements with a longer implementation time frame.

The focus areas for the review typically include:

Technology platform

Technology support arrangements

Business KPIs and business objectives

Operating model and team structure

Business KPIs and Business Objectives

Performance metrics (including usage of existing reporting capabilities)

Quality management (including usage of existing QM capabilities)

Workforce optimisation and management

Desktop processes and user experience

Customer experience

Utilisation of customer call automation and self-service capabilities

Avalanche and after-hours contact handling strategies.


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Self-Service Review™

The objectives of a Self-Service Review include:

Increasing self-service completion rates in the IVR and digital channels

Reducing the number of customers speaking consultants who could have completed the enquiry (or part of it) in a self-service channel

Where calls are transferred, reducing Average Handling Time

Increasing the opportunities for customers to complete their transaction in the channel of their preference.

The Self-Service Review typically focuses on the following areas:

Contact Centre operating model and team structure (to ensure self-service alignment)

Pain points in the IVR and digital channels

Customer experience (that is, perception and usability of channels from a customer perspective)

Call flow handling

Voice Prompt wording

Digital – Mobile and Website wording

Routing of phone, email and chat contacts

Reporting

Australian Standards compliance.

The project deliverables combine the client’s stated requirements with Exceed’s industry and technical knowledge to produce the project artifacts, which usually include Voice Branding Guidelines, a Self-Service Usability Review Final Report, and, where applicable, a Call Flow Specification and Voice Prompt List.


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Resourcing Exceed Global provides both permanent and contract recruitment services for Australian clients. We recognise that employing the right talent is the key to success in any business. Taking the time to understand a client’s needs is Exceed’s key differentiator in sourcing talent with the right skill set and best fit for an organisation, whether on a permanent or contractual basis.

We specialise in recruitment for permanent and contract (project-based and operational) roles in the following areas:

Contact centre

Digital and online

I.T.

Customer service

Sales and marketing

Retail

Resourcing Services

When seeking the right resource for your requirements, Exceed Global provides the following services:

Compilation of a comprehensive brief to clearly understand staffing requirements and agree on best approach to recruit the role

Guidance on current Australian market conditions

Preparation of advertisement copy and internet placement, for example, seek.com.au and linkedin.com advertisements (based on approved client budget)

Candidate search and selection

Confidential enquiries as to candidate interest and availability

Screening of all candidates potentially suitable for the position

Interviews with all potentially suitable candidates to assess them against the attributes, skills and background required

Preparation of summaries for shortlisted candidates, detailing suitability, motivations, availability and remuneration expectations

Presentation of suitable candidates to the client

Co-ordination of times and locations for candidate interviews

Regular updates on the status of the process and progress reports for the assignment

Reference checking

Offer negotiation, confirmation of start dates and times.

Provision of feedback to applicants.


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Training Exceed Global offers training development, workshop facilitation services and packaged training courses, all delivered by experienced professionals. The team demonstrates skills and subject matter expertise when developing and delivering workshops to individuals at all levels within your organisation. Exceed works with key stakeholders to ensure the content is customised to your business needs and the delivery is suited to your audience and organisational culture.

Customised Training Program

Development

Exceed Global assists organisations to design, develop or delivery training programs. We offer training development and workshop facilitation services delivered by experienced professionals. We can also offer qualified and experienced trainers to assist you in the delivery of your internal training programs.

Customer Experience Training Programs

Customer Experience Fundamentals for Leaders™

This two-day training workshop demonstrates innovative ways to understand, create and manage the customer experience in all channels. Attendees will develop a comprehensive understanding of:

What is customer experience, and identifying customer touch points

Best practice reporting metrics and measurement tools

End-to-end workforce management considerations

Optimised quality processes to encourage customer-centricity

Process re-engineering techniques for optimal customer outcomes.

As a result of this course, attendees become change agents to drive customer experience improvements in their organisations.

Customer Experience Training for Front Line Staff™

This half-day training workshop provides staff with the key insights into how they can deliver exceptional customer service to their customers - whether it's over the phone, in stores or as part of an organisation’s back-office operations. Attendees will develop a comprehensive understanding of:

Linking customer service practices to your organisation's values

Defining best practice customer experience

Aligning the customer experience to your brand

Delivering exceptional customer service.


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Customer Journey Mapping for Business Professionals™

Exceed offers this full-day workshop for customer experience professionals. The workshop is delivered in two components leveraging adult learning principles:

Part 1 - Theory: Introduction to service design principles, tools and methods. Basic use of the Customer Journey Map in designing and delivering quality services.

Part 2 - Application: An interactive session that builds on the theory provided during Part 1. Participants will build and analyse a customer journey map for their own organisation.

Leading High Performance Teams™

This full-day workshop is specifically targeted for front line managers, department managers and leaders. The learning outcomes of this workshop include the ability to:

Understand the stages of a team’s development

Identify the characteristics of high performing teams – what do they do well and what do they need from their leaders

Understand your leadership style and what you can now to lead your team to be more successful

Set SMART objectives and reward great performance.


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Coaching

Exceed Global has adopted one of the most widely recognised coaching frameworks. The approach involves developing a collaborative relationship, using an experiential learning framework. The coaching relationship is framed within an adult learning cycle that encourages a systematic, solution-focused process.

Career Coaching

Career Coaching is designed for people who are looking to accelerate their career. Exceed Global helps professionals who've reached a career "sticking point" to regain traction and achieve true fulfilment, on their own terms. Coaching topics are tailored for the individual and may include:

Career Direction: Establishing the ultimate career path.

Job Applications: Preparing a tailored resume and cover letter that are market ready.

Interviewing: Understanding behavioural interviewing techniques.

Social Media: Leveraging social media (for example, LinkedIn).

Approaching the Market: Learning how to tap into the hidden job market.

Networking: Developing career contacts and building a network.

Personal Branding: Understanding how and why to build a personal brand.

Benefits of Career Coaching include:

Receiving independent information about the job market

Ensuring you’re job ready through learning new skills and tools to access employment opportunities

Identifying your key strengths and positioning yourself effectively

Developing the skills to prepare a personalised and professional resume

Attaining increased self-awareness, including an understanding of your interests, strengths, values and drivers.


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Executive Coaching

Executive Coaching is for those who want to develop their leadership ability. We assist people in management positions to become more effective leaders and progress their career development. Coaching topics are tailored for the individual and may include:

Leadership and motivation

Developing vision and values

Personal style and growth strategies

Effective influencing and cultural change strategies

Time management

Performance management

Teamwork

Conflict resolution skills and techniques.

Benefits of Executive Coaching include:

Increasing your effectiveness in your role and as a leader

Understanding and applying behavioural flexibility, enabling you to use varying leadership styles that are appropriate to different audiences or circumstances

Gaining insight into behavioural motivations and how to achieve change

Increasing your personal impact and influence in the organisation

Attaining increased self-awareness, including an understanding of your interests, strengths, values and drivers.


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Client testimonials Find out why you'll love working with us.

(Note that testimonials referring to Villani Consulting were written before we changed our name to Exceed Global and have been included verbatim as originally written.)

Strategy Manager – Energy Retailer

As the Strategy Manager at one of Australia’s fastest growing energy retailers, I have on several occasions sought Villani Consulting’s support and advice. This has been in the form of recruitment for specialist roles as well as for specific advice across numerous topics including; Customer Experience, Process Improvement and various other Call Centre Strategies.

In all my dealings with Isabella and her team, I have found them to be engaging, extremely passionate and of course very knowledgeable across all areas in which the Villani Consulting Group offer their services. Importantly for me, Isabella Villani, Company Director is also happy to be that ‘sounding-board’ I sometimes require and over time, her support has expanded to a point where she has assisted me with my own professional development needs and not just that of my company.

I would highly recommend Isabella and her team to anyone looking to partner with a highly energetic, passionate and knowledgeable consulting firm.

Manager of Communication, Customers & Community – Utility Company

Villani Consulting has been able to take my business challenge and provide context, ideas and sensational value to my team and the broader business.

Isabella and her team have been able to provide high level, professional expertise as a respected third party and were instrumental in helping us develop our understanding and competence in the IVR, telephony, social media and omni-channel contact and marketing space.

Villani Consulting was outcome-focused and has provided a range of options to suit our changing business needs. Isabella and her team have been able to challenge our thinking across the business and their advice was instrumental in building a sustainable business case for one of our larger projects, particularly at the higher levels.

Their sage advice and professionalism has helped lift us to a higher level of service, which is what our customers – internal and external – want.


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Executive Director – Federal Government Authority

Our role is to advise, inform and educate our customers about relevant Commonwealth laws, and to ensure compliance with these laws. Our approach to our customers (employees and employers) has evolved over the past 5 years, with a tripling of web visits, creation of new contact channels, and stable call volumes a factor of our customer demand.

In 2013, I engaged Villani Consulting to assist with defining the customer experience we were seeking to provide. Villani provided guidance on our Customer Experience Strategy through the following steps:

Understanding our role, and who our customers are

Understanding our intent in defining the customer experience

Challenging our idea of priority customers

Providing guidance on our strategy and documentation

Reviewing our customer journey maps.

This approach enabled Villani Consulting to provide timely and valuable feedback which informed and assisted us to endorse a Customer Experience Strategy that drives and defines our engagement with customers today through our priority areas – accessibility, ease of use, credibility, reliability and digital first.

I have no hesitation in recommending Villani Consulting for further work related to customer contact and customer experience.

CEO and Customer Service Commissioner - State Government Customer

Service Organisation

Villani Consulting has experience in delivery partnerships with large organisations to assist with contact centre transformation projects.

Most recently, Villani Consulting contributed to a large project undertaken by a large state government that included Contact Centre Customer Experience. Villani Consulting was engaged to understand the project from all aspects of contact centre deployment. This included people, processes, technology and stakeholder management, and specifically to assist with the end-to-end customer experience strategy. The strategy comprised of customer feedback, customer satisfaction, call handling, call routing, agency transfers and follow ups, as well as click to chat and email.

The work completed by Villani Consulting was commended with a Certificate of Service awarded to Isabella Villani, Company Director of Villani Consulting.

General Manager of Marketing and Channels – Global Not-for-Profit

Villani Consulting is a genuine, professional and outcome-driven consulting firm that I highly recommend. I have used them in a number of capacities including:

Achieving material improvement in customer experience via our contact centre channel.

Supporting us with expert project management needs for a fundraising major campaign.

Developing a highly practical and effective reward and recognition program for our retail channel.

In all cases, the team are focused on delivering quality results through a collaborative, hands-on and value-adding approach.


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Professor – A “Group of Eight” University

I am a professor at a Group of Eight University and part of my research involves developing practice-based content management systems to assist social service providers and to develop social services data analytic capacity.

In 2014, I worked with representatives from Villani Consulting on a ‘quick build’ of a content management system for a large NGO to be developed and installed in very challenging circumstances. With Villani’s assistance, we were able to accomplish this task on time and under budget—a feat virtually unheard of in my line of work.

Their staff were highly knowledgeable, honest, collaborative, hard working, and helped us deliver an excellent product. I was so impressed with their work on this project that we contracted with them again on another development project, currently under way. I would recommend them highly for ICT-related work.

Business Owner – Health Care

I have no hesitation in recommending Villani Consulting. It has supported my business growth:

Planning around the customer experience within the premises, e.g. signage, marketing & communications.

Marketing on a shoe-string budget: Expertise and knowledge of using advertising resources, including social media & electronic mailing lists.

Amazing knowledge of resources and contacts available to support developing my business, i.e. obtaining a business name and leveraging Small Business resources.

Villani Consulting is skilled in meetings and negotiations: Establishing goals, understanding all parties, their approach and preferred outcomes. The most valuable support has been dealing with other organisations and individuals. We had several meetings to establish business objectives to help my understanding of my goals and business planning. Villani Consulting also provided support developing documents for planning purposes. Isabella’s most unique abilities are to view a situation from multiple perspectives with an objective opinion.

Lawyer – Professional Services Industry

I highly recommend Isabella Villani as she is a professional executive coach. She is particularly skilled at coaching in various areas including resume writing, job searching, interviewing, networking, personal branding and goal setting.

Isabella helped me to realise my accomplishments and qualities that I have to offer potential employers. In doing so, she increased my confidence. I would highly recommend Villani Consulting services.

Senior Mine Geologist – International Mining Company

I received executive and career coaching from Villani Consulting when I wanted to explore my career options and commence my search for employment. Isabella provided insightful information about the Australian workforce that I found extremely useful after working abroad for the past 6 years. Bella gave me advice on resume writing and how to approach interviews. Her practical knowledge on LinkedIn was very helpful and encouraged me to broaden my network and tap into the hidden job market.


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Next steps For more information, or to find out how we can help your business succeed, call us on 0407 889 987 or email [email protected].

mailto:[email protected]

Documents

Exceed Global Capability Statement v1.00