Perhaps you need to develop a new customer contact strategy that aligns with your growth plans. The capability of your call centre no longer matches your customers’ expectations, and you want to identify the best way forward.
Maybe the performance of your contact centre is harming the customer’s experience. Operators do not cross sell at opportune moments, Operators fail to meet customers demands in one call, or too many calls go unanswered. You need service levels to improve, and quickly.
Or it could be your organisation is in the midst of a major change programme. The way you’ve interacted with customers in the past is not the way you need to interact with them in the future. You’re seeking a new, more effective model.
Finding the right people, the right processes, the right technology
We help companies find the best location for their contact centres, recruit the best staff and build the best organisational structure – whether they’re starting from scratch, growing or rationalising their business. We help our clients to define and implement business processes that will strengthen the relationships they have with their customers, and we advise on how technology can best support and enable their business goals.