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