Customer contact built around people supported by technology
Over the years, our experience has taught us that the biggest mistake organisations make is in spending the national debt on IT and systems and then trying to staff their front line with minimum wage resource. Our philosophy has always been and continues to be, that people buy people before they buy product and service.
When helping our clients design and build a contact centre operation, whether new or existing, our first objective is to ensure that our client has a clear and defined strategy around customer management and contact. This enables us to help them shape a target operating model and operating plan which not only meets the current needs of the business; but also factors in the longer term strategic objectives of the organisation.
Instead of documenting a series of As Is end to end process maps, when designing and transforming a customer operation we encourage clients to instead map the customer journey. This enables us to build the contact centre not constrained by a clients operating practices and current system platforms, but instead with the aim of supporting an optimal customer journey across all channels of communication, whether voice, email, social etc.
Our approach is to identify the technology and skills required and then source these to complete the jigsaw, not try to make a pre-cast mould fit if it is no longer the right dimensions for the job.
The range of skills and experience within our team is vast and encompass all areas of an operational build or re-design. So whether clients are looking for help in managing the entire process or simply bolstering their existing project team with a specialist skill we can support on any or all of the following:
- Strategy and Planning
- Project or Program Management
- Operations Consultants
- Customer Journey Mapping
- IT / Systems Design
- Recruitment
- Training
- Procurement
- Interim Management
Before embarking on your contact centre set up or re-design why not contact us for a free no obligation chat to see how we might be of assistance?