Strategic Planning

Strategic Planning

COSMOS CONSULTING SA operates niche through which we support the business either through long-term cooperation (consulting) or through specific projects - studies. Indicatively presented below are studies that have more impact on the Greek market:

BUSINESS PLAN

 

FEASIBILITY OF THE PROJECT

The elaboration of Business Plan sets long-term objectives and prospects of the business over a period of 5 years and leads to the implementation and control of implementation through an integrated action plan which is reviewed annually.

In summary, the Business Plan will focus on the analysis of the current situation on the market and the enterprise, redefining its business objectives, and in determining how the enterprise can be reached in attaining its objectives.

Essentially, the project aims to diagnose the dynamics of the company and explore all possible development scenarios by implementing practices such as the introduction of new products and services to the existing range of products, expanding into new markets, different market approach, strengthening of name brand and the use of new marketing channels for the provision of the existing market products and services. Additional objectives are the detailed documentation of the options and guidance of the enterprise in the implementation of the Business Plan. Specifically, the project aims:

 

  • In a detailed breakdown of the internal environment of the company (needs and trends, political and economic and technological influences on industry).
  • In the recording of the market conditions in Greece and the EU (Inventory supply and demand factors, market conditions, competition, new practices and products).
  • In the actual recording of the internal environment of the company (record structure and available resources, product analysis, sales statistics - supplies).
  • Identify strengths and weaknesses, opportunities and threats (SWOT Analysis).
  • Determination and recording of vision and the company's marketing objectives.
  • Selection marketing strategy and appropriate tools for achieving the objectives.
  • Positioning (positioning) of the company and of the market and the name brand building actions of products / services.
  • Prepare regular marketing plan and defining marketing mix to existing and new products and services (product / service definition, price, promotion and marketing channels).
  • Forecast results and analysis.
  • Selection and finalization of the action plan (action plan).
  • risk management plan and description of alternative action scenarios.
  • Recording and design evaluation, monitoring the action plan.
  • Application of tools for measuring effectiveness of the marketing plan.

 

EXPECTED BENEFITS

 

The elaboration of a Business Plan is a valuable tool in the hands of management because it includes, establish and studying a variety of endogenous and exogenous factors on growth, viability and prospects of the company and directly or indirectly affect the future course.

At the end of the study, the company will be able to implement an integrated and strategically documented achievable Business Plan which will be able to monitor and assess their degree of application and exportable results.

Each stage of development of the Business Plan has targeted and creates the right conditions so that through implementation to enable the company:

○ To diagnose the market needs and trends and to adjust existing services and products.

○ Take stock of potential risks arising from the external environment (a political decision to sell cards via telesales or technological developments that lead consumers to the implementation shopping on the internet and not through telesales) and to timely adjust its strategy of market positioning.

○ To analyze the market to an extent that may shape the prospects depending on the evolution and development of the market by focusing on the most profitable market segments.

○ To document the direct and indirect competition gaining knowledge while on products and those of its competitors, for their competitive advantages on the different ways to approach the market (different marketing channels such as sales of goods on television) and for the success of their ventures .

○ To analyze the dynamics of the industry (suppliers, competitors, customers, partners) and diagnose who to address the effects of strategic planning for all product and service groups (for sales of market trends Credit card shaped by banks for sales of goods to consumers?).

○ To diagnose the dynamics of the business to be able to set goals for your marketing strategy.

○ To distinguish the strengths and weaknesses of the company and the opportunities and risks that are deleted on the market to allow the company to exploit its potential and the opportunities and formulate contingency plans for dealing with risks.

○ Reduce staff turnover rate through the vision and creation of corporate mission and internal marketing processes increasing in this way the residence incentives in business and set realistic and achievable goals for your marketing strategy.

○ To develop its strategy based on critical success factors and redefined based on the needs and market trends defining target markets and positioning of the company and in these markets (different segmentation of products / services, targeting and placement based products and services available that can separately manage the product and service groups)

○ To highlight the brand name and earn benefits such as attracting more suppliers and customers through a pull-strategy and reducing thus their recruitment costs.

○ To develop a marketing mix that can lead the company to develop either by redefining and differential targeting of existing services and products, or by highlighting opportunities for development of new products and services (people-to-people lending, call services centres for conducting market research and public opinion polling) or through the use of different distribution channels (sales of products through television and online) or through the strategy of promotion of products / services and the name brand.

○ Be based on a realistic Action Plan which will be formed annually on the implementation of the Business Plan.

○ To predict and verify the effectiveness and efficiency of the Business Plan through the implementation of financial instruments and specific efficiency measurement tools.

SALES ORGANISATION

FEASIBILITY

The sales organization is a process that takes place in three stages, the strategic planning phase of the sales program, the stage of implementation and application of the sales program and the evaluation and control of sales performance. In particular, the sales organization aims:

  • Increase sales and grow the business through this increase,
  • In creating those infrastructures that will enable the company to measure the results and remodel its strategy based on the results,
  • The analysis and the determination of those parameters that are directly related to the sales process and include:

 

○ The characteristics of the company's products and the company itself focused on its organization,
○ The marketing mix of the company and more specifically addition to products, pricing, distribution network and marketing communication (promotion and publicity)

  • In the design of sales based on market data and competition,
  • In determining the commercial policy based on specific sales targets and organizational goals,
  • In developing appropriate for the type of products and the financial data of the company pricing, discount and credit policy,
  • In the planning of sales, taking into account the segmentation of sales, the number of sellers, the customer base per vendor, customer requirements and the available budget,
  • Better control of sales through the implementation of specific procedures and forms of use of the sales department and through the keeping of records and statistics for the department,
  • In creating incentives for vendors to improve their performance,
  • In the fast and effective integration of new sellers in the sales department,
  • To target sales promotion campaigns that are included in the general commercial policy ;
  • The placement of each member in the organizational structure of the enterprise base of predefined functions,
  • In the best mode of the sales department by applying manual operation of the department.

 

PHASES OF PROJECT IMPLEMENTATION

The structured process of implementation of the study allows redefinition of the targets and methods through the step-by-step implementation. The implementation of the project will be based on the following scheme:

STRATEGIC PLANNING STUDY

FEASIBILITY

The project aims at the design of business strategy over a period of 3 years, which design will lead the company in realizing the vision of the management of using the tools and opportunities available and developing skills and organizational models to exploit opportunities in order to grow faster. In detail, the preparation of the Strategic Development Plan aims at:

  • In the actual recording of the internal environment of the company (record structure and available resources, product analysis, sales statistics - supplies).
  • The analysis and evaluation of the planning, organization and operation of the company.
  • In a detailed breakdown of the external environment of the company (analysis of industry and competition).
  • In the recording of the market conditions in Greece and abroad (record supply factors and demand, market conditions, etc.).
  • Identify strengths and weaknesses, opportunities and threats.
  • Determination and recording of objectives and the company's vision to 5 year horizon.
  • strategic choice and appropriate tools for achieving the objectives.
  • Organization departments and structures to enable the company to meet the development and the needs arising from the implementation of its objectives.
  • An action plan and alternative development scenarios.
  • Provisions and recording results.
  • Evaluation of alternative scenarios.
  • Selection and finalization of the action plan.
  • Location of the action plan implemented.
  • Recording and design evaluation, monitoring the action plan.

Essentially, the project aims at detailing the elements of the enterprise (qualitative and quantitative), the targeting and identification of the company's vision, developing and assessing the viability of alternative action plans and choosing the most appropriate action plan to achieve the objectives and vision of the enterprise, as well as the creation of evaluation procedures and monitoring the implementation of the action plan.

EXPECTED BENEFITS

The development of a Strategic Development Plan is a valuable tool in the hands of management because it includes, establish and studying a variety of endogenous and exogenous factors on growth, viability and prospects of the company that affect directly or indirectly the future course.

At the end of the study, the company will be able to implement an integrated and strategically documented feasible development plan that could monitor and assess their degree of application and exportable results.

Generally, tools and deliverables that will result from the completion of the project will enable management to better assess and control:

 

  1. The market it is moving in.
  2. The degree of effectiveness of the chambers and its structures.
  3. Organizing monitoring structures of development objectives.
  4. Control costs.
  5. The feasibility of future business moves.

 

The preparation of a strategy in the Enterprise Development Plan would ensure:

  • The Growth prospects in regulated and stable bases.
  • The viability of a 3-year plan.
  • The implementation of specific policies and development methods.

With the completion and implementation of the Strategic Development Plan, the company will achieve the following goals:

  • Recorded and realistically implementable Strategic Development Plan.
  • Documented and specific quantitative and qualitative targets.
  • Vision and corporate mission of the company connected with the objectives of management, realistic and useful.
  • Knowledge of internal and external environment of the enterprise.
  • Knowledge of competition.
  • Tools for implementing, monitoring and achieving the objectives set.
  • Recorded Action Plan to achieve those objectives.
  • Improved functioning of the internal processes of the company in all the activities sectors working together to achieve this objective.
  • Organized development in targeted areas.
  • Obtaining comparative advantages over the competition.

MARKETING PLAN

Businesses are constantly seeking to find ways to offer more value to their customers while without sacrificing their own value (the transaction). The main purpose of Marketing is the creation and distribution of value to consumers and a competitive advantage for the business.

In the modern business environment we observe rapid changes and developments in technology, social and demographic composition of consumers and markets, and in the behavior of these as well as new forms of competition. The overall result of these developments makes crucial the role of a regular process under which the modern enterprise will be able to cope with the market.

Marketing plan is a process for understanding the markets, determine the current and future value required by the different groups of consumers in these markets, the relevant information in order to return that value and measure the value actually assigned.

The role of the Marketing Plan is key to the development of business strategy, as it is the link between external and internal environment of the enterprise. Through the marketing plan conclusions are analyzed and are drawn from data and environmental information, in order for the company to identify and to serve consumers and provide them the greatest value of the transaction.

FEASIBILITY

The objectives of the project are:

  • The dynamic penetration of the company in the target market
  • Attracting new customers by focusing on real needs
  • The excellent customer service
  • The strengthening of the company's weaknesses
  • Exploiting opportunities
  • The acquisition of a significant market share
  • The increase in profitability and turnover
  • Better coordination of activities
  • Identifying future trends
  • Greater organizational readiness for change
  • Minimize the wrong reactions to unforeseen events
  • Better coordination of resources with opportunities
  • Increase return on investment

EXPORT MARKETING STUDY

Purpose of the project is to provide consulting, design and support services for preparation of integrated export marketing study.

This study aims at the creation of that background that would give the company on one hand the necessary planning and on the other the required maturity for penetration in selected markets abroad.

 

FEASIBILITY

The Greek small and medium enterprises (SME) in all sectors are at a very important and critical stage, since many of them are directly at risk because of the huge competition received from multinational companies that have been active in Greece. Fierce competition and the small size of the local market, limited economic opportunities, limited sources of funding, and little ability to easily and quickly obtain business information, are some basic reasons that make the choice of export activity as the most efficient and appropriate solution to the impasse of Greek SMEs.

 

Nevertheless, many of the small businesses that tried to follow the difficult path of exports, were faced with the same problems (such as difficulties in finding and communicating with foreign customers, lack of reliable information, difficulty in controlling the operation, problems securing export financing, etc.)

These problems are targeted to be eliminated through the development of this study that will create the scientific basis and generally the basis for the strategy that the company must follow abroad .

 

THE PROJECT ENVIRONMENT

 But what is the export marketing; To better define the concept of export marketing definition of the marketing plan will be.

The process of designing and executing the conception, pricing, distribution promotional ideas, goods and services, so as to create transactions that meet the goals and needs of individuals and organizations "

"Achieving the goals of a business through better satisfaction than competitive customer needs"

"The process of identification, prevention and satisfaction of customer needs and requirements in a manner profitable for the company

"The principles and techniques of marketing are the same regardless of the country applied. The only difference is the degree of complexity of the Export Marketing. "

 

DELIVERABLES

TITLE

ACTIONS

Π.Ε.1

Export Marketing Procedure

  1. Advantages - disadvantages analysis 
  2. SWOT Analysis
  3. Analysis and specification of products - services suitable for export proper
  4. Analysis of potential target markets suitable for export
  5. Assessment and classification of selected target markets
  6. In-depth analysis of selected markets
  7. Design Marketing Programs

Π.Ε.2

Analysis and Adjustment of products for export

  1. Exploitation of export suitability
  2. product design program

Π.Ε.3

 

Billing procedures
  1. Monitoring and evaluation of relevant factors relating to:
  • The company
  • The product
  • The foreign market
  • The environment
  1. Cost analysis
  2. Market analysis
  3. Variant price limits
  4. Definition of objective pricing data
  5. Calculation of the price structure
  6. Setting your prices and conditions of sale

Π.Ε.4

 

Market Research
  1. Define the problem
  2. Identify Affairs to investigate
  3. Assay Methodology-Design Survey
  4. Collect data 
  5. Analysis and data interpretation 
  6. Preparation of report - presantation 

Π.Ε.5

 

Penetration in foreign markets
  1. Determination of penetration policy in foreign markets 
  2. Evaluation of the way of penetration (e.g. dealer) 

Π.Ε.6

 

Advertise
  1. Recording and evaluation of possible ways of promotion
  2. Recording and evaluation of feasible media

Π.Ε.7

Control Tools

  1. assessment and review of the Study.
  2. Risk analysis and alternative scenarios.
  3. Finalization and delivery of the Study.

PROSPECTIVE STUDY

The development of the Prospective Study aims to analyze the economic course of business, to predict future results and draw conclusions on the viability and prospects of the business and specific conclusions on problems and critical issues of the existing operation of the enterprise as well as issues that might affect the company's operation in the future.

Basis of documented analysis of the study a comprehensive action plan will be proposed which the management of the company will be able to base  for the implementation of future aims.

Specifically, the Prospective Study aims:

  • In the recording of critical elements for enterprise external environment.
  • In the recording and analysis of the company's objectives and to the analysis of the functioning and organization.
  • In the analysis of the market and competition at secondary level.
  • The analysis of total business offer.
  • Identify strengths and weaknesses, opportunities and threats (SWOT Analysis).
  • The analysis of the financial performance of the business based on the results of previous years.
  • In anticipation of the financial performance and identify potential problems or perspectives.
  • In an action plan based on the above conclusions that will guide the company to achieve the objectives.

BENCHMARKING

Benchmarking is an alliance of partners for the exchange of information on processes and measurements that lead to innovative practices and improve the performance of an organization. It is a process of finding and implementing best practices and accelerate the pace of improvement by providing real examples and realistic improvement goals. To be effective, benchmarking should be a continuous improvement process.

At the enterprise level, benchmarking is a Management support tool in developing a strategy. It aims at the continuous improvement by setting and adaptation of best practice at process level, organization and management, with the ultimate aim of increasing competitiveness. It is a tool that can be applied regardless of the size of the business.

The main objective of the technique is the improvement of any given business process primarily by using "best practices", and not just with the best measurement performance. Best practices entail optimum performance as well. Businesses studying best practices have more opportunities to gain strategic, operational and economic advantage. The systematic use of the technique aims to identify, study, analysis and adaptation of best practices and applying the best results.

The technique of benchmarking offers the following advantages and benefits to businesses and organizations:

  • Notes fields of practice and performance that require attention and improvement.
  • Identifying strengths and weaknesses in a group of undertakings participating
  • It records the actual position of the company against the other, facilitating in this way the company to strengthen its organizational effort for change and development of action plans.
  • It helps to measure the current performance of the company.
  • Prevents reinventing the wheel: why would anyone invest time and money on something that may have been someone else - and in most cases better, cheaper and faster.
  • Accelerate the process of change and restructuring:
    1. Using proven and best practices.
    2. Facing the inertia and indifference and creating a sense of urgency for action when gaps appear.
    3. Leading to the evacuation of ideas seeking ways to improve beyond the specific business area.
    4. Forcing organizations to examine existing processes, which often leads to improvements within a process, but the whole process (process).
    5. It increases the chance of being implemented, because it involves the participation of the process owners (process owners).
    6. Enables the identification of other companies and / or organizations implementing processes which result in higher performance and then promotes the adoption of these processes.

Two additional benefits may result from the internal benchmarking:

  • The improvement program will be widely accepted within the company and might benefit other branches of business.
  • The team conducting the benchmarking process will be better prepared to find external references for comparison.

STUDY OF FRANCHISE STRATEGY DEVELOPMENT

ΣΚΟΠΙΜΟΤΗΤΑ

Η Στρατηγική Ανάπτυξης Συστήματος Franchise από τους franchisors απευθύνεται σε επιχειρήσεις που έχουν φτάσει σε μια κρίσιμη μάζα και αναζητούν μεθόδους ανάπτυξης και οι οποίες μέσα σε μικρό χρονικό διάστημα θα μπορέσουν να επεκταθούν σε πολλές περιοχές χωρίς την ανάγκη υλοποίησης μεγάλων επενδύσεων.

Η Στρατηγική Ανάπτυξης Συστήματος Franchise δημιουργεί το κατάλληλο πλαίσιο μέσα από το οποίο η επιχείρηση αναπτύσσει τις υποδομές που θα υποστηρίζουν στο βέλτιστο επίπεδο τους επενδυτές (franchisees) ώστε να αναπτυχθούν και αυτοί μέσω της επέκτασης της επιχείρησης και βασιζόμενοι στο ισχυρό brand name της επιχείρησης. Στο franchise το μεγαλύτερο ποσοστό της επιτυχημένης ανάπτυξης του δικτύου βασίζεται στο σχεδιασμό ο οποίος διασφαλίζει και κατοχυρώνει και τον franchisor αλλά και τον franchisee.

FEASIBILITY

The Franchise Development Strategy by franchisors directed to companies that have reached a critical mass and seeking development methods and which in a short time will be able to expand in many areas without the need to implement large investment.

The Franchise Development Strategy creates the context within which the company is developing the infrastructure to support the optimal level of investors (franchisees) to develop and those through the business expansion and based on the strong brand name of the company. In franchise the highest percentage of successful development of network-based design that ensures and guarantees and the franchisor and the franchisee.

 Due to the high competition that exists in the franchise area with more than 600 companies operate today with integrated offerings, the project aims to develop a system that is efficient and practical for the franchisor and attractive to franchisees due to the lack of previous experience of the franchisor. Specifically, the project aims:

  • In a detailed breakdown of the business profile of the company as well as the stores that are managed and highlight those items that will attract the interest of potential investors to join the franchise system.
  • In the recording of the market conditions in Greece and the EU (Inventory supply and demand factors, market conditions, competition, new practices and products) on the market in which the franchisor operates.
  • In the preparation of a comprehensive information pack for prospective franchisees.
  • In setting the operating modes of the franchisees stores.
  • In determining the network expansion plan by geographic region.
  • In epanoprosdiorismo and katagragi the marketing strategy and the right tools to achieve the objectives and positioning of the company and the Franchise System in the franchise market.
  • In efficient operation and control of franchisees.
  • In creating the Franchise System staffing standards.
  • In the design of the legal framework that would protect and safeguard the interests of both the franchisor and the franchisees.
  • The presentation of the franchise object and the determination of the technical and economic conditions that will define the relationship franchisor and franchisee.
  • In the design of infrastructure that will ensure smooth communication and operation (automatic update inventories and auto-ordering) of franchisees with the franchisor.
  • In the selection and finalization of the action plan.
  • The inventory and design evaluation, monitoring of the action plan.

 

EXPECTED BENEFITS

The development of the Franchise Development Strategy prepares the business for the preparation of a comprehensive franchising offer to prospective franchisees which would meet the criteria set by the company, it will build on successful practices on the market but will be differentiated from competitive proposals franchising ensuring the viability and the prospects of the company's Franchise System.

After the end of the study, the company will be able to implement an integrated and strategically documented implementable Action Plan which will be able to monitor and assess their degree of application and exportable results.

Each stage of development of the Franchise Development Strategy has specific targets and creates the right conditions so that through implementation to enable the company:

○ To diagnose the needs and market trends and to adjust the development of the Franchise System.

○ To analyze the market activity of the business to the extent that can shape the outlook depending on market trends and development by focusing on the most profitable market segments.

○ To document the direct and indirect competition while gaining knowledge about the franchise systems of competitors, for their competitive advantages on the different ways to approach the market (different marketing channels) and for the success of their projects.

○ To provide a comprehensive and attractive image to prospective franchisees for its size, for its development and for the success of bringing the name brand and and earn benefits such as attracting franchisees through a pull-strategy reducing thus the cost sales.

○ To highlight the subject of the franchise and those particular characteristics that make it a very good perspective in relation to other objects and further highlight its commitment to unreserved support to franchisees based on system conditions.

○ To organize appropriate operation of the franchise system by providing necessary drivers and manuals for franchisees and design IT infrastructure.

○ To present a marketing strategy of the franchise chain which will be a guide for the company to develop comprehensive franchise offer business processes francisees and determining its features and will enhance the image of business to franchisees predisposing them organized approach market through an elaborate strategy.

○ To attract the interest of franchisees by providing a comprehensive presentation package integration parameters in the System of Business Franchise, specifications and all conditions associated with the start of cooperation.

○ Prepare a framework that will safeguard legal all stakeholders franchise agreement.

○ To predict and analyze the financial information of the system development and analyze the efficiency of.

○ To design appropriate staffing of the franchise chain according to the needs arising from the development of the strategy.

○ To be based on a realistic Action Plan which will be remodeled on an annual basis for the development of the franchise system.

COSTING STUDY

The basic goals of the costing is to calculate the amount of each expenditure item by item, the costs of operation of each part of the business (cost centers) and cost per unit of output (cost carriers).

For costing analysis require the preparation and organization of a sound costing plan through the following study:

  • Company structure
  • Production process
  • Specifications of the products.

The basic pillars on which the costing process is moving:

  • The monitoring of the various stages of production and distribution of products
  • The allocation of direct expenses by segment and product
  • Sharing and allocation of indirect expenses by location and product
  • Calculating the cost of raw materials
  • Calculating the cost of defective product.

 

FEASIBILITY

The Costing study is the detailed calculation of the cost of each product produced and the various parts or functions of the business (cost centers).

The ultimate goal is to provide useful information to management in order to effectively perform its tasks by:

  • Exercise of the pricing policy
  • in the production process control exercise
  • Corrective interventions in the production and operation centers
  •  

thereby achieving more favorable production costs and improved economic fundamentals.

PRIMARY MARKET RESEARCH

Primary market research is aimed at companies wishing:

 

  • Market assessment which aim to invest with a view to assessing the viability of the investment,
  • Evaluating their products and services,
  • The assessment of the current position of the enterprise market,
  • Selecting and implementing alternative marketing strategies, and
  • Assessing the chances of success of different strategies.

 

On completion of primary market research the company acquires an image for the industry and the field in which it carries out the investigation. The research results contribute to carrying out important conclusions and to adopt appropriate strategies for the business. In detail:

  • The company chooses the strategy to follow evidence-based and having an informed opinion about the prospects and the possible effectiveness of the movement,
  • Advancing the development of new products - services or decide the withdrawal of some, if not receive wide acceptance by the public,
  • Enhances existing services - products in the event that distinguishes based income increased consumer interest,
  • Selects ways to promote products provided - services
  • Again select the market - objective as the results can distinguish whether it wishes the audience resonate products - services,
  • Distinguishes the key demand factors,
  • Goes into pricing upheavals,
  • Invest in features that consumers consider primates to select product - service,
  • Progressing in the design of sales based on market data and competition.

SECONDARY MARKET RESEARCH

Secondary market survey aims to collect data within and outside the company from the analysis of which can yield useful conclusions:

 

  • For the firm's position in the market
  • The state of the industry in which the enterprise belongs
  • The course of business competitors
  • Factors affecting demand for products - Services the company provides
  • The strengths and weaknesses of the company and the opportunities and threats identified for the business
  • Domestic and international production - service products and the state of the industry export business
  • The technological level of the industry and for
  • The financial assets of the sector

 

The collection of more data and thus their analysis supplies the company with important information and provide them the opportunity to understand the position in relation to other competing industry.

 

By S.W.O.T. analysis the company will be able to discern opportunities and to take corrective actions to improve the weak points.

 

The thorough analysis of the situation on the market gives a picture of the business for the way in which competitors are growing and therefore ideas to be implemented in the company.

MYSTERY SHOPPING / CALLING

The Mystery Shopping / Calling is a practice that utilizes trained shoppers to anonymously evaluate the operating performance of the employees, customer service and general quality of a company's services.

 

The Mystery Shopping / Calling used in cases where the customer service, and general experience gained by customers who shop from the company are signs of diversification by increased competition and success factors in a first level and whether they meet the desired levels . For any business apply that an unhappy customer will tell about the unpleasant experience of at least 5 people will even damage the reputation of the company.

The Mystery Shopping / Calling is very important for businesses because it evaluates the image presented to consumers which does not meet certain quality standards undermines any competitive advantage of the company and its products in general. According to statistics of the Union of Service Providers Mystery Shopping / Calling (MSPA) customers 'leave' at 69% because of poor service.

In particular, the Mystery Shopping / Calling aims:

  • To the inventory and assessment of the level of customer service by employees working in the call center business by recording parameters such as response time, availability, level of communication, courtesy, etc.
  • To the analysis of the performance of the management and diagnosis of training needs and improve their skills,
  • In assessing compliance with the procedures and standards set by the company to process orders, implement cross-selling (cross-selling), the sale with or without extra products (absents), the return of products etc.
  • In consequence compliance with the call center use processes such as compliance with the call back process at peak times when the call center receives many phone calls and the number of staff is insufficient.
  • In assessing the feasibility of outbound calls and corresponding sales.
  • To the comparative evaluation of the call center and level of customer service than the competition in Greece.

 

EXPECTED BENEFITS

The benefits of implementing Mystery Shopping / Calling are multiple and can be summarized as follows:

  • It helps to monitor and measure the quality of service,
  • Increases the degree of customer retention,
  • It helps company officials to recognize what is important to the customer,
  • With proper adjustment of incentives given performance-based boosts enhance a positive environment between staff and their managers,
  • Provides information on primary services, information which is difficult to collect and are not objective when the evaluation is made by company executives
  • Ensure service excellence and to sell products,
  • Supports promotional programs and controls prices fidelity,
  • It helps in the study of competition and diagnose learning and development needs,
  • Ensure good relations with customers and reinforces the profile of executives call center company.

Essentially through the utilization of the Mystery Shopping / Calling results the company will be able to improve the operation of the call center, will develop the skills of its staff, improve customer service levels, strengthen compliance with the prescribed procedures, will enhance product quality and generally the company's offerings and indirectly will develop its customer base while strengthening its financial performance.

However, the major benefit of the enterprise is the strengthening of brand name through strengthening the brand equity, which is defined as the consistent delivery of quality products and services to its customers.