Consulting Services

Call Centre and Enterprise Communication Solution Consulting

 

Highlights

  • Contact Centre start up and implementation service including design, implementation and project management of the entire implementation as well as a service to consolidate multiple Contact Centres
  • Assessing, auditing and benchmarking together with the provision and implementation of recommendations for the rectification of identified gaps
  • Re-engineering and implementation of best practice business processes
  • Resolve the deteriorating service ethics

Services

We have skilled contact centre consultants with over 15 years of experience in the industry. We are recognized for good business acumen, proven delivery capability and measurable positive outcomes. No matter your center’s challenges and strategic initiatives, we are ready to partner with you to map out the next best course for elevating your center’s performance and your team’s effectiveness.

Auditing

Full audit and assessment of current processes and technologies

Project Management

Project management of the rectification plans and implementations

Programme Development

Development and facilitation of various training programmes aimed at Customer Service and Contact Centres

Business Process Design

Business process design or re-design and implementation

Technology Implementation

Technology selection and implementation across the Contact Centre operations

Workforce Management

Workforce Management Solutions including staffing and recruitment strategies

Standards & Skills Transfer

Contact Centre Standards Workshops and Skills Transfer

Surveys

Customer Services and Staff Satisfaction Surveys

Quality Assurance

Quality assurance design and implementation

IVR Development

IVR Development