Introduction

Contact centres are critical operations to many large businesses. They are responsible both for high levels of costs, but also a vital resource for customer sales, servicing and a key driver of satisfaction.

Current Market Need

Getting the most from contact centres can be thought of in five ways:

1. Customer purpose. Why are customers calling? Should they be calling at all, i.e. is the right channel mix being employed? Are their needs and expectations understood?
2. Effectiveness. Is customer satisfaction and loyalty as good as it could be? Are agents always performing at their best, and measured in the right way? Are sales efforts hitting targets? Call centre performance, quality and customer outcomes are all areas of constant opportunity and competitive threat.
3. Efficiency. Every call centre can become at least a little more efficient, and some have the opportunity to make large gains. Whether through sizing, call flows, virtualisation, self-service & automation, better agent tools and process, workforce optimisation or a range of other areas, gaining just a few percent efficiency is worth a great deal to any large company.
4. Revenue. Many centres miss opportunities to fulfil customers' needs and increase revenue or referrals. A range of tools, processes, end-to-end personalised marketing efforts, and individual agent performance improvements offer the ability to improve both sales and customer satisfaction.
5. Location. Whether through site consolidation, location outsourcing or some blend of these, the physical and structural aspects of contact centres are often the source of the largest performance gains.

Our contact centre expertise covers all five of the improvement areas listed above. We are expert, knowledgeable, independent and results orientated. Our approach to projects has a focus on improving the competitive position of your business, whilst improving the customer experience. Our expertise includes:

1. Channel strategies and customer strategies for call centres.
2. Planning and executing improvements in customer satisfaction & loyalty, e.g. implementing improvements to agent KPIs, coaching, quality monitoring and implementation of Net Promoter Score processes.
3. How to achieve a wide range of efficiency improvements, including designing and implementing workforce management, improved self-service, virtualisation, improved service tools, knowledge management, CTI and others.
4. Successful conception and delivery of improved sales in contact centres, including CRM, sales leads, next best offer methods, coaching & quality improvements.
5. Contact centre infrastructure strategy, selection and implementation, including PABX, call routing and reporting, CTI, IVR systems, customer surveys, agent sales and service tools and all other aspects of infrastructure. We also have completed virtualisation projects.

Our clients include some of Australia's largest companies, and some the country's most challenging and leading projects. Contact us to find out more.