A no-obligation introductory consultation to assess needs.
Business Solutions
to Make an Impact
We’ll help you see the light. Because every decision you make has strategic repercussions.
Discover Business SolutionsOptimizing
Your H-Factor
That means improving your workforce, processes and technology at the same time.
- Optimize contact centre processes
By means such as:
- Eliminating non-value–added tasks
- Process reengineering
- Automation
- Optimize call flows
By means such as:
- Workforce management plan: “Right people, right time, right place”
- IRV optimization and integration of callback features
- Maximizing operations (e.g., hours of operation, multi-skilling, overflow and contingency plans, etc.)
- Maximize service quality
By means such as:
- Service and compliance standards
- Quality assurance (e.g. grid, sampling, calibration)
- Interaction analytics
- Management of dissatisfaction and customer complaints
- Optimize agent performance
With a manager’s toolbox, including :
- Day/week/month management routine
- Behavioural coaching
- Dashboard, continuous improvement and action plans
Involvement Levels
Three levels of possibilities according to your needs
Each contact centre is its own ecosystem. We offer three levels of approach to meet your needs and spark the right strategic insights.
EvaluateIdentify opportunities for improvement | PlanDefine the target and the changes to be achieved | TransformEngage your team in the changes | |
---|---|---|---|
Performance audit | |||
Competitive analysis | |||
Maturity assessment | |||
Vision and strategies | |||
Return on investment analysis | |||
Roadmaps and detailed plans | |||
Change management | |||
Benefits monitoring | |||
Why?
- Reduce inefficiencies and costs
- Improve service levels
- Improve call quality
- Improve employee performance
How?
A rigorous and systematic evaluation of your contact centre’s strengths and opportunities across three dimensions:
- Human systems
- Processes
- Technologies
Why?
- Reduce inefficiencies and costs
- Improve service levels
- Improve call quality
- Improve employee performance
How?
Co-creation of detailed strategies and plans to optimize:
- The processes
- Call flows – “The right people at the right time on the right call”
- The service quality
- The agent’s behaviour
Why?
- Reduce inefficiencies and costs
- Improve service levels
- Improve call quality
- Improve employee performance
How?
Personalized assistance to:
- Evaluate the strengths and opportunities of your customer relationship centre
- Develop a vision, roadmap, and detailed plans
- Implement changes until benefits are achieved
- 1Introduction
- 2Performance audit
- 3Competitive analysis
- 4Maturity assessment
- 5Vision and strategies
- 6Return on investment analysis
- 7Roadmaps and detailed plans
- 8Change management
- 9Benefits monitoring
Analysis of key performance indicators (KPIs), the quality of interactions (calls, chats, emails), as well as the efficiency and effectiveness of processes and resources.
Performance levels are compared to similar-sized Contact Centre’s in your business industry.
Analysis of all Contact Centre aspects based on 7 key dimensions.
Establish the future roles, visions, and strategies of your Contact Centre to achieve maximum impact on the business, customers, and employees.
Calculate the costs and benefits. Establish the change management dashboard.
Develop a roadmap and detailed plan to change human networks, processes, and technologies.
Proactive identification and management of resistance and concerns through involvement, accountability, and action support.
Implementing the chosen changes until the anticipated benefits are realized.