Aon Consulting delivers human capital consulting with service areas for talent strategy, talent acquisition and management, and organization improvement.

 Expertise in the strategic management of human capital, from talent alignment and workforce planning to human resources optimization strategies
 Ensure our clients have the talented employees and leaders they need now and in the future
 Strategic communication and change management expertise to ease clients through initiatives and small- and large-scale change
The methodologies used to evaluate the customer experience consider the customer perspective of the agent’s empathy and understanding of the reason for the interaction. Agent behavior measurements correlate to customer satisfaction objectives. The analytics identify business process opportunities and actionable recommendations. The ultimate goal of the monitoring program is to provide management with feedback to drive customer satisfaction, loyalty, revenue and profitability.

What makes this practice different from others is the use of graduate-level training in psychology and a third party perspective that delivers analytics following expected bell curve results. An example of a study completed by an internal QA department and Aon Consulting illustrates this point:

The findings in this example found the internal QA team ratings were not correlated to customer satisfaction. The third party model uses proven techniques and eliminates bias. A baseline for continuous process improvement can now be established.