Our Services

Service Management Consulting Services

Providing experienced Contact Centre consulting support, we have provided the following services to our customers, dependant on their needs identified and specific objectives that they are working towards achieving:

  • Performance Audits/Assessments – conducting audits to identify areas for improvement and providing recommendations to be included in short and long term strategies to differentiate service offering or reduce costs. The audits can comprise of all components or be specifically targeted at the following key components requiring attention:
    • Strategy
    • People
    • Process
    • Technology
  • Benchmark reports – conduct benchmark reports to identify positioning in relation to the world class contact centres.
  • Change Management – developing and implementing change management programs to address the requirements of any change initiatives.
  • Coaching Programmes – providing one-on-one or group coaching sessions to address specific individual needs at Senior and Middle Management and agent levels
  • Customer Contact Strategy Development – providing facilitation support and guidance in the development of a Customer Contact Strategy
  • Customer Satisfaction Interviews – conducting research surveys to identify specific customer feedback and to use the input for Continuous Improvement initiatives
  • Call Centre Management Development Programmes – implementing of development programmes that uses various interventions listed to improve the overall operational performance of the Contact Centre
  • Goal setting, establishing Performance Objectives & related standards – conducting focused workshops to establish Goals, the desired performance objectives and defined standards that will be applicable to each job level.
  • New Contact Centre Implementation – project manage and provide consulting support in the new contact centre implementation requirements
    • Developing Contact Centre Strategy and all requirements for new operation.
    • Development of Recruitment, Training and induction programmes and processes
    • Conducting the recruitment and training of new inductees
    • Designing and documenting all Customer Contact Processes (Core, Sub and back-end)
    • Designing and implementing performance management system
    • Providing skills transference during the induction and launch phase to allow for new team to be operationally equipped to continue with established initiatives.
    • Monitoring performance of all systems implemented, ensuring applications are aligned to business specifications. Conducting user acceptance testing of systems.
  • On-site Coaching – provide on-site coaching services to develop staff.
  • Performance Management – implement performance management systems to ensure results are achieved.
  • Policy and Procedure guidelines – developing Policy and Procedures Guidelines for all staff within Customer Care, that can be used for training, performance management, and a reference tool for new appointees.
  • Process Development & Re-engineering – developing all customer contact processes
  • Project Management – manage a range of customer contact projects and initiatives
  • Quality Monitoring & Moderation Programmes – design, implement quality monitoring and moderation programmes for contact centre or as an outsourced initiative
  • Workforce optimisation – providing workforce optimisation support and develop forecasting resources models to ensure adequate future budgeting and planning is in place.

Pricing & Consulting Rates

The Skills Facilitator will conduct an initial meeting with the Client to understand their organisational and operational needs, on completion of the analysis, a detailed proposal will be sent. The proposal will specify the interventions to be undertaken as projects.

Each project will be allocated a duration to complete with associated cost.

Thank you for the opportunity of being able to share what we can offer to you.

We trust that we can assist you and look forward to the possibility to start a special relationship that will positively impact your performance results.

  
 

© 2009 Skills Facilitator