BBB Advisory are customer experience, operational excellence and change management consultants with strengths in leadership development and contact centre operating model reviews, design and implementation. We are focused on supporting and guiding clients to deliver major customer experience and operational change initiatives using proven customer oriented business improvement and leadership development frameworks - typically in contact centre environments across diverse industries from superannuation and government, to travel. Our approach improves customer management practices, business efficiency and performance, lifts employee capability and engagement, and delivers an improved customer experience. By working collaboratively with client teams, the typical outcome is a dramatic and sustainable improvement in operations capacity and capability. We create value by providing an objective view of the current operating environment. Utilising valuable insights from past work and best practice research and applying our proven methodologies we are able to identify and enable our clients to leverage current and future business opportunities while considering their current capabilities. A BBB Advisory project team or consultant adds value by bringing a structured and robust approach to the review of customer management strategy, the contact centre distribution and operations model, and the customer experience, systems, practices, processes and people activities. For examples of projects we have completed successfully or for more information on our comprehensive programs including leadership development, please contact us at info@bbbadvisory.com.au

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As Associate Director, Lyn was involved in business development and client management, as well as being the lead manager of the delivery of customer experience operational transformation across delivery channels. Typically starting with a detailed Cx diagnosis and observation of operational activities, the ideal operating model for each client is agreed, a roadmap to get there and the value of the outcome identified. Lyn was involved in a range of client transformation programs, resulting in the company sales or service offering reporting higher levels of customer satisfaction/NPS scores or improved sales results for 20% less cost within months - without investing in technology. Activities included • Developing a QA framework across internal and (many) outsourced partners to ensure compliance in a highly regulated market • Actual realisation of 20% capacity saves through business process redesign and improved coaching, while improving NPS• 19% AHT reduction through quick wins – changed scripting, hold practices and real time resource management• Improved staff retention by >65% sustained over 12 months through more appropriate rostering principles• Redesigned operating model and technology optimisation to enable geographic expansion without resource increases (an estimated 20% FTE save)

Mindpearl delivered outsourced contact centres for international airlines. As the Global Change Manager, Lyn was involved in bid responses and implementation of new clients to diversify the portfolio into other industries, along with guiding the management of the Virgin Australia contact centre through to its transition out. Managing client contact centres through many significant events including volcanic eruptions and the evacuation of the Brisbane Mindpearl office and while maintaining service to airline clients, Lyn extended her outsourced contact centre practical and strategic experience at the Executive and operational level during highly volatile times on a global scale.

Managed and led the day to day contact centre operations of an outsourced superannuation administrator to ensure achievement of Client Service Agreements and bonuses during a time of extreme high market volatility (Simple Super and then the Global Financial Crisis) and Client transitions. Lead the strategic change from an 80 seat multi-client call centre firstly to a highly efficient transaction centre and subsequently to a 100 seat multi-media contact centre focussed on member engagement and retention, with expansion into WFM, Complaints management, Quality Management, correspondence and email channels.

SQM Group are world leaders in the measurement and global benchmarking of customer satisfaction and first call resolution within contact centres. Responsible for investigating and dimensioning opportunities for expansion into Australia including strategic planning, promotion, sales and ongoing management of clients (incl. Suncorp, Telstra, St George, Citistreet, Sunsuper, Equipsuper, NGS Super)

As Director, managed the company and its clients and workload, specialising in designing and implementing new contact centres as well as managing significant change within existing centres.

Using Six Sigma methodology, Lyn managed a ‘killer initiative’ to improve the first call resolution rates of calls coming into the 9 different insurance Centres throughout Australia for Suncorp/GIO/AMP

Developed and implemented the infrastructure required to grow a 24 seat Member Call Centre to 100 seats including changes to telephony, systems, human resource tasks and operational processes. Won the 2003 ATA Greenfields Centre Award category for new Call Centres in Qld, plus 4 other Qld Awards including best Centre.Returned to manage the centre in 2007-2010

Project Manager responsible for the establishment of a 120 seat sales & service Contact Centre in Rockhampton. Nominated for an AIPM Award. Won both the State and National ATA Greenfields Awards, 2002

Responsible for implementation and management of a 400 seat, multi-lingual contact centre, based in Brisbane (Australia). Reviewed Citibank contact centres in Singapore, Japan, Hong Kong, China and Australia with view to outsource and migrate to this centre. Managed review and change implementation of consistent metrics across all Citi contact centres in Asia-Pacific.

Managed up to 170 seat call centre based in Brisbane - the first telephone banking centre for Westpac and only the second for any finance company in Australia. Responsible for trialling new structures, txn functionality, online banking, IVR functionality, and multiple other projects. Owner of DRP and BCP for telephone banking.