The Caring Company introduces:
Contact Compass
Your route to your ideal customer contact strategy.
You know customer contact doesn’t work well enough. But how should it be? What does good look like for our organization?
That is what Contact Compass is for
The first step in the Contact Framework, where together we define your vision and strategy for customer contact – based on the Customer Contact Strategy Model that fits your organization.
➡️ What tools do you need?
➡️ Which processes do work?
➡️ What to do with AI?
➡️ Are the right people in the right places?
➡️ Who decides what?
You as an executive finally want a grip on customer contact.
You have a customer contact manager who needs direction.
You know, “It has to be different, but how?”
You want to make clear choices about what customer contact should look like.
What is Contact Compass?
Contact Compass helps you to:
Choosing the right Customer Contact Strategy Model for your organization.
Getting your vision of customer contact in focus.
Set strategic direction for the coming years.
To ensure that board and manager customer contact are on the same page.
Compass lays the foundation for everything that comes next: tactics and operations.
Complete Blueprint
A strategic blueprint that shows where you are now, where you want to go and how to get there.
Clear Strategy
No more loose ideas or ad hoc choices, but a clear customer contact strategy that fits your organization.
Your ideal model
Understanding the Customer Contact Strategy Model that fits your situation, customers and ambitions.
Concrete handles
Practical advice on team structure, channels, opening hours and KPIs to get started right away.
Strong story towards management
A reasoned plan that allows you to explain strategic choices to management or shareholders.
Peace and direction
No more doubt or discussion, but a concrete plan and clear direction for the future.
Packages
What do you get?
With each package, you will receive comprehensive advice on your customer contact strategy, tailored to your organization.
From a quick analysis (Basic) to in-depth customized advice including implementation guidance (Deluxe).
How does it work?
Together, we go through four steps:
- an online intake discussion,
- completing the assessment,
- the analysis by our team,
- and discussion of your strategic blueprint.
Practical info
Depending on the package you choose, you will receive more sessions, depth and guidance.
See the pricing table below for exact content per package, prices and turnaround time.
There is also a comprehensive timeline by package in the FAQ.
Compass Basic
The Basic BlueprintFor Your Customer Contact
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Here's what you get:
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Assessment 1 (60 questions)
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Your Ideal Customer Contact Strategy Model
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Vision document
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Strategy blueprint
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Advice in 5 domains
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This is what you can expect:
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Entirely online
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Includes 5 stakeholders
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Duration: 15 days
Compass Complete
Your Personal RoadmapTo Success
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Basic, including:
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Assessment 2 (operational data)
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Personalized recommendations
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Gap analysis
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Implementation tool
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Data validation
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This is what you can expect:
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Entirely online
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Includes 10 stakeholders
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Duration: 30 days
Compass Deluxe
1:1 Guidance And CoachingFor Successful Implementation
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Complete, including:
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Weekly coaching
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Strategic evaluations implementation
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Includes 2 workshops or sessions
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Partly on site
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Comprehensive support
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This is what you can expect:
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Online and on location
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Unlimited stakeholders
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Duration: 180 days
FAQ's
Who is Contact Compass suitable for?
Contact Compass is for organizations that need clear direction in customer contact. Whether you are just starting out, are growing rapidly or want to reconsider existing choices: we help to make strategic choices. The program is suitable for both customer contact managers and board members who want to work together towards a supported vision.
What is the difference between the three packages?
Alle pakketten geven inzicht in jouw ideale Klantcontact Strategie Model en leveren een concreet adviesrapport en blauwdruk op. Het verschil zit in de mate van begeleiding, de diepgang van het advies en het aantal betrokken stakeholders. Basis is ideaal voor snel inzicht, Compleet biedt meer verdieping en samenwerking, en Deluxe geeft naast advies ook begeleiding bij de uitvoering.
For a detailed overview of the differences by package, see bottom question from this FAQ.
What do the Basic, Complete and Deluxe pathways look like?
Specifically, what can I do after Contact Compass?
After Contact Compass, you know exactly what strategic choices you need to make to organize customer contact appropriately. You will have a complete vision document and blueprint, concrete advice on team, channels, KPIs and processes, and a story that you can use towards management or shareholders. This gives you a solid foundation on which to build.
How much time does it take us as an organization?
Completing the assessment takes about 45-60 minutes per person. We then schedule (online) sessions to discuss the results. Most of the time is spent on the analysis we do – so you don’t have to go through lengthy internal processes. This keeps it manageable alongside your daily work.
Who should complete the Assessments?
There are two different assessments: Assessment 1 and Assessment 2.
In Assessment 1, the organization is measured on the dimensions People, Processes and Pennies. We recommend having at least the customer contact manager and someone from the board (e.g. COO, CEO or operations manager) participate. Depending on the package, team leads, stakeholders or employees from the customer contact team can also join. This way we ensure that the outcome is widely supported within the organization.
Completing Assessment 2 maps the current operation and identifies the gaps between current and ideal model. This assessment is usually completed or coordinated by 1 person. Often this is the customer contact manager.
What if we already have a customer contact strategy?
Even then, Contact Compass is valuable. We take a critical look at your current course, identify any blind spots or bottlenecks, and help you to re-evaluate your choices according to your organization, market and growth ambitions. This way you can be sure that your strategy is still correct and future-proof.
What are the workshops or sessions?
Packages Complete and Deluxe include one or more sessions or workshops. These are customized sessions to fit the organization’s needs. The duration is one half day (4 hours). Workshops or sessions are also available for Basic – at additional cost.
Is there a detailed breakdown of the contents for each package?
| Basis | Compleet | Deluxe | ||||
|---|---|---|---|---|---|---|
| Dé Basis Blauwdruk Voor Jouw Klantcontact | Jouw Persoonlijke Routekaart Naar Succes | 1:1 Begeleiding En Coaching Voor Succesvolle Implementatie | ||||
| Type | ||||||
| Wat is het model wat bij ons past? | ✔️ | ✔️ | ✔️ | |||
| Waar staan we nu ten opzichte van dit model? | - | ✔️ | ✔️ | |||
| Hoe kunnen we implementeren? | - | ✔️ | ✔️ | |||
| Uitbesteden van implementatie | - | - | ✔️ | |||
| Usecases | ||||||
| Strategie check | ✔️ | ✔️ | ✔️ | |||
| Nieuwe afdeling opzetten | ✔️ | ✔️ | ✔️ | |||
| Bestaande afdeling verbeteren | - | ✔️ | ✔️ | |||
| Twee afdelingen samenvoegen | - | - | ✔️ | |||
| Reorganisatie | - | - | ✔️ | |||
| Assessment 1: Direct inzicht in ideale Klantcontact Strategie Model | ||||||
| Resultaten op People, Processes, Pennies | ✔️ | ✔️ | ✔️ | |||
| Aanbevolen Klantcontact Strategie Model | ✔️ | ✔️ | ✔️ | |||
| Toelichting aanbevolen model | ✔️ | ✔️ | ✔️ | |||
| Voorbeeldbedrijven | ✔️ | ✔️ | ✔️ | |||
| Algemene aanbevelingen per module | ✔️ | ✔️ | ✔️ | |||
| Domein: SLA's & KPI's | ✔️ | ✔️ | ✔️ | |||
| Domein: Rollen & Team Structuur | ✔️ | ✔️ | ✔️ | |||
| Domein: Personeel & Recruitment | ✔️ | ✔️ | ✔️ | |||
| Domein: Kanalen & Openingstijden | ✔️ | ✔️ | ✔️ | |||
| Domein: Localisatie & Talen | ✔️ | ✔️ | ✔️ | |||
| Extra module: AI | ✔️ | ✔️ | ✔️ | |||
| Keuzehulp: Uitbesteden | ✔️ | ✔️ | ✔️ | |||
| Domein: Strategie & Uitdagingen | - | ✔️ | ✔️ | |||
| Domein: Basis, Prestatie en WOW factoren | - | ✔️ | ✔️ | |||
| Assessment 2: Huidige Operatie vs Ideaal Model | ||||||
| Gap analyse | - | ✔️ | ✔️ | |||
| Gepersonaliseerde aanbevelingen per module | - | ✔️ | ✔️ | |||
| Benchmarks | - | - | ✔️ | |||
| Assessment 2 data entry | ||||||
| Handmatige invoer | ✔️ | ✔️ | ✔️ | |||
| Bestand upload | ✔️ | ✔️ | ✔️ | |||
| Begeleiding bij invoer | - | - | ✔️ | |||
| Implementatieplan | ||||||
| Gepersonaliseerde aanbevelingen per module | - | ✔️ | ✔️ | |||
| Tool voor implementatie | - | ✔️ | ✔️ | |||
| Uitvoering van implementatie | - | - | ✔️ | |||
| Resultatenbespreking | ||||||
| Online intakegesprek | ✔️ | ✔️ | ✔️ | |||
| Online resultaten bespreking | ✔️ | ✔️ | ✔️ | |||
| Datavalidatiecall na Assessment 2 | - | ✔️ | ✔️ | |||
| Resultaten bespreking op locatie | - | - | ✔️ | |||
| Strategische evaluaties implementatie | - | - | ✔️ | |||
| Evaluaties | ||||||
| 1 evaluatiemoment | - | ✔️ | ✔️ | |||
| Maandelijkse evaluatie | - | - | ✔️ | |||
| Langetermijn evaluatie | - | - | ✔️ | |||
| Workshops | ||||||
| Mogelijk tegen meerprijs | ✔️ | ✔️ | ✔️ | |||
| Inclusief 1 workshop of sessie | - | ✔️ | ✔️ | |||
| Inclusief 2 workshops of sessie | - | - | ✔️ | |||
| Support en begeleiding | ||||||
| ✔️ | ✔️ | ✔️ | ||||
| Telefonisch | ✔️ | ✔️ | ✔️ | |||
| Videocalls | - | ✔️ | ✔️ | |||
| - | - | ✔️ | ||||
| Op locatie | - | - | ✔️ | |||
| After Care | 1 maand | 3 maanden | 6 maanden | |||
How to proceed after Contact Compass?
Contact Compass is step one. With it, you establish a clear vision and strategy. Do you want to move on to tactics and operations? Then you can opt for:
- Contact Navigator (tactics)
- Contact Orchestrator (operation)
The Caring Company