Call Centre > Networking I Software Development

OUR CONTACT CENTRE CONSULTING APPROACH IS DESCRIBED BELOW

Design Phase

• Technology Strategy & Planning - Developing a vision and phasing for IT and telecom improvements, including the move to VoIP
• Contact Centre Operations Strategy - Defining positioning, role and operational framework to meet your business goals
• Improvement Planning - Creating a plan that is long term
• Multi-Site Strategy - Designing a cohesive, multi-site operation that optimizes your resource and performance during normal operations and responds effectively to disruptive events
• Sourcing Strategy - Determine when and how to outsource or use in-house resources and when and how to use premise-based or hosted technology solutions
• Business Cases - Identifying the benefits and develop the qualitative and quantitative analysis to support your plans
• Contact Centre Design - Designing new centres and multi-site centres, and redesign existing centres
• Technology Selection - Developing requirements and conduct vendor evaluations
• Process Design - Providing training, planning and execution
• Organisational Design - Designing or redesigning your operation or IT/telecom

Implementation & Support Phase

• Implementation - Implementing the end-to-end contact centre platform, routing, processes, training, transitioning, quality assurance and operations
• Integration - Integrating telephony infrastructure and back-office applications into the contact centre environment
• Change Management - Providing training, planning and execution
• Project Management - Leading or supporting projects for technology or operational changes
• Lifecycle Management - Providing operational support for technology, people, processes and operations

Call Centre Optimisation Services

• Business Processes - We assist clients to optimize the business architecture and processes in their contact centre and “handshakes” between front-office to back office
• Technology Architecture - We assist clients to optimize the technology architecture and methods of integration between the contact centre platform, integration layers and back-office applications
• Operations - We assist clients to optimize their contact centre costs in terms of:
  • Cost Efficiencies - Capital investment, telecom expenses, variable expenses
  • Scalability & Resources - staffing, hours of operations, training, programme implementation, workforce management, staffing flexibility
  • Service Management - service levels, quality assurance, core competencies productivity improvements
  • Capacity Management - systems maintenance and upgrades, local and regional operations, data security and redundancy, speed to market