Having a Contact Centre within your organisation can be a
successful way to improve your business bottom line, and provide your customers
with superior Sales and Service outcomes. Like any area in your business, your
Centre needs to be continually improving and maintaining its advantage over your
competitors. Without this continual improvement you run the risk of your Centre
becoming a business liability instead of the asset that it should represent.
A successful Customer Service Centre operation is more than just
having incoming calls answered in a timely fashion or to have outbound calls
completed successfully.
The true measure of a successful Customer Service Centre lies in
the overall integrated nature of the People, Systems and Processes used. If
managed correctly, it will lead to greater benefits to your customers and a
greater level of job satisfaction for your staff.
Warning, Warning, Warning!
Are you experiencing high staff churn rates at you Contact
Centre?
Are you unable to reduce call wait times at your Contact Centre?
Is staff rostering a nightmare?
Are you failing to meet your service levels at the Contact
Centre?
Are your administrative processes lagging behind customer
expectations?
Are your systems failing to deliver the benefits promised?
How We Can Help
With our extensive experience in strategic and operational
management and the re-engineering of Contact Centres we can identify the causes and
solutions to these and many of the other issues that can seriously effect the
performance of your Contact Centre.
We can provide you with a comprehensive performance evaluation
through our "HEALTH CHECK" of your Centre to appraise the
people, systems and processes presently in place.
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Your people
are your greatest asset, but they cannot perform at their best if they haven’t
been given the sales and service skills necessary to compete in today’s
business environment.
How We
Can Help
Our
philosophy is based on providing a three stage process to ensure that the
training needs of your staff are identified and completely catered for during
the delivery of the program:
Establish
the requirements of the program
The first
objective will be to establish the objectives of the call handling process and
the desired outcomes from each customer contact made. This is then used to
create a model for the development of the training program.
Provide
a gap analysis
The second
objective will be to determine the real situation as it compares to the desired
model. This onsite analysis will allow us to evaluate the present capabilities
of the staff and of any previous training.
Develop
and deliver the training program based on our analysis
Having
established the requirements for the program we will commence development of the
necessary fully customised components for the professional delivery of the
program.
Whether you
need training for your inbound, or outbound sales and/or customer service people
we can provide training that is specific and customised to your needs.
The training
is fun and interactive and most importantly is measurable, using our competency
based methodology that ensures your people gain real benefits from the training
undertaken.
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Only being
price competitive is no longer good enough, you have to be continually
monitoring and improving the level of service provided to your customers if you
want to maintain and grow your business. The most effective way to achieve this
goal is via external, independent monitoring and benchmarking surveys of your
people’s service and sales performance.
If you are
not generating the sort of service and sales outcomes that you are looking for,
then it could be as simple as the way your people deal with your customers on
the telephone.
With our "PERFECT
CALL" telephone survey you will be able to determine your company’s
initial telephone performance and easily compare subsequent survey results to
enable you to determine the effectiveness of your telephone performance
improvement strategies.
You will
also see how you compare against your industry competitors to enable you to
position your service within the marketplace.
Head in
the Sand?
Wouldn’t
you like to know the impression your people are giving to your customers?
Wouldn’t
you like to know if opportunities are being missed?
Wouldn’t
you like to know if the service your people are providing is costing you
business?
Wouldn’t
you like to know how you compare to your competitor’s performance?
We can
provide you with an objective, measurable telephone performance survey of your
switchboard, your customer service and/or sales Contact Centre or your entire
branch network, to help you answer these important questions.
How We
Can Help
Initial
Measurement of Your Telephone Performance
We will
measure and provide a comprehensive report of your survey results to enable you
to determine your company’s telephone performance.
Long
Term Performance Tracking
You can
easily compare subsequent survey results to enable you to determine the
effectiveness of your telephone performance improvement strategies.
Competitor
Benchmarking
See clearly
how your business compares against industry competitors to enable you to
position your service within the marketplace.
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Trying to decide on software
packages that meet your needs now and in future can be a confusing and harrowing
experience. As more and more software providers enter the market it is vital
that you can make a confident and informed decision regarding the appropriate
choice of software for your business needs.
The use of flexible and user
friendly systems can be one of the major contributors to continuing business
success through the use of the many customer call handling, customer profiling,
staff management and sales management tools available.
The problem is identifying the
right tools for your business.
How We Can Help
Establishing your
requirements
It is crucial to establish your
internal needs and business requirements to ensure that they are accurately
reflected in the new system. It is also important to provide the maximum amount
of information to the vendor, so that they can provide the best configuration
and costing model to meet your requirements.
We can assist in documenting
the existing contact flows and processes and identify any gaps that need to be
considered in the development of the new system. We can also provide advice in
identifying alternative ways to conduct business that can be incorporated into
the new system.
Design and develop a tender
document
We can provide direction on the
overall structure and content of the tender document including the functionality
requirements, the evaluation criteria to be used and setting the overall
guidelines for the tender process.
Identifying suitable software
vendors
We can provide assistance in
identifying the most appropriate software vendors who should be approached based
on the tender document developed, and using key criteria such as cost,
suitability and compatibility with existing internal arrangements.
Determining the most suitable
package based on submissions
Once the tender process has
been completed we can assist in the review of these submissions with the view to
establishing the relevance or otherwise of each submission in its ability to
meet the criteria. As part of the evaluation team we would provide our final
recommendations on the most suitable system based on all known evaluation
criteria.
Our knowledge of the many
software package options available and what they can do, will provide you with
an independent analysis of each package and it’s suitability to meet
your needs. As we are truly independent consultants, our assessment will be
based purely on your requirements and is not be coloured by prejudice or
favouritism to a particular vendor or vendors.
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Next
As with purchasing
Contact Centre software, the purchase of the most appropriate communications
system is a critical decision for your business, and we can help you determine
the product that best meets your needs for now and in the future.
How We Can Help
Review the design of the current telecommunications
structure
We can complete an independent assessment of your
present situation (including any existing systems) to determine the
configuration and requirements most suited to your business requirements.
Determine the long-term telecommunication
requirements
Having independently verified the present situation we
can establish your long-term telecommunication requirements. Based on these
requirements and the present situation we identify any gaps that exist and
provide solutions that can allow you to meet your long-term telecommunications
strategy.
Assess the various options available based on these
needs
We can undertake an extensive and independent
assessment of the options presently available in the marketplace that best meet
your needs now and into the future. This can include an assessment of the need
for Contact Centre based technology such as Automatic Call Distribution (ACD),
Interactive Voice Response (IVR), Computer Telephony Integration (CTI) and
Skills Based Routing (SBR).
As a result of this assessment we can provide a product
comparison matrix which will include costings and various financial options.
Recommend the best solution
Based on the long term telecommunications needs,
current systems available and financial considerations we can recommend a
system/s for your consideration.
If you already have an ACD MIS but are unsure as to how
to maximise it’s potential, we can help you to use your PABX/ACD more
effectively to improve Service Levels and can develop a regime for the many
reports your system can provide.
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Next
