Business Solutions
to Make an Impact

We’ll help you see the light. Because every decision you make has strategic repercussions.

Discover Business Solutions

Optimizing
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-valueadded 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
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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
EvaluateIdentify opportunities for improvementPlanDefine the target and the changes to be achievedTransformEngage 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


Training Skills


Contact

Let's work together



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