OUR FIRM
WHAT WE DO
You need it done.
You need it done right.
You need it done right now.
Clients hire Voyage to turn priorities into achievements. Those priorities often include elevating customer service, driving operational efficiency, modernizing and adopting new technology and providing leadership for transformational programs.
We implement real, meaningful change by partnering with your team.
Our management consultants have worked globally to develop and implement solutions for leaders in Fortune 500 companies, government agencies and startups. Through interviews, research and analysis, we collaborate with executives to tackle problems, launch initiatives and achieve goals. Our team works across many industries specializing in a variety of contexts including contact centers, back office and customer experience.
OUR APPROACH IS HOLISTIC.
We start by listening and learning, and we finish with tailor-made solutions that drive results. We advise business leaders as they direct the company, set the tone and grow the business. We offer the skill, discipline and insight to organize and interpret the current situation and to provide the necessary framework for continuous improvement.
Our management consultants have deep practice expertise providing services within high volume, customer service environments to achieve superior customer experience at low transactional costs.
HOW WE WORK
We work seamlessly with your team to achieve your goals.
We don’t stop at slide decks – we embrace the hard work and implement meaningful change.
Collaborative focus groups and workshops
Workshops and interviews capture the goals, direction and problems of the client. From the front-line staff to the CEO, we gather information from every corner of the organization and compile it to generate the most accurate and comprehensive view. Through a process of interviews, brainstorming and surveys, we attempt to assemble and synthesize this information to illuminate opportunities to improve quality, service, customer satisfaction and profitability.
Time in motion studies
By performing side-by-side observation of the organizational activities performed thousands of times per day, we are able to understand the steps required to complete a particular task, the system capabilities, process opportunities, and average task times. Our unique approach allows for data generation and analysis far beyond what is systematically available. Results are then analyzed and used for resource modeling, process reengineering, quality improvements, decreased turnaround time, and decreased unit costs.
Activity-based resource modeling
Once we succinctly identify all activities involved in an organization, we structure a model for cost reduction and increased productivity, both of which are carefully balanced to ensure solid customer service. We apply what we learn from work observation to each task, determine the required staffing level and create a model to gauge the productivity of employees and teams.
Data analysis
Without good information, it is impossible for management to make good decisions. We integrate and analyze available data sources. When data is limited, we roll up our sleeves and develop a statistically significant dataset based upon activity observation. We then integrate all available data sources to provide a balanced perspective and situational awareness of the underlying operational facts. Facts then enable us to make solid recommendations to business management.
Journey maps
We work with clients to create compelling stories that depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on the phone to airing grievances on social media.
WHO WE ARE
We do right by our clients, make a meaningful impact, and embrace hard work.
Our goal is to help our clients win during every step of their journey.
Our values are as follows:
DO THE RIGHT THING. EVEN WHEN IT HURTS.
We build long-term, trust-based client relationships. When our clients need something different than we provide, we will tell them — even when it means less work for us.
LEAVE A MARK (IN A GOOD WAY).
We will make a meaningful impact on our clients, team and world. We will raise the bar in the way we help our customers win, invest in our team and serve our communities.
ELBOW GREASE MATTERS.
We embrace hard work. We work tirelessly until the job is done. We are creative, industrious and resourceful. We apply the highest standards during every project. And, then insist on getting better.
Who says there's no such thing as a silver bullet?
Our team of experts specializes in strategy, operations, and technology in contact centers and back offices for customer care organizations. By partnering with us, you can leverage our expertise in these key areas to help you achieve your goals and overcome your operational challenges in record time.