Consultancy

Contact Centre Consultancy Services

We have a range of on-site consultancy offerings, or are happy to customise an assignment specifically to your needs.

Audio Branding Consultancy –

To establish the ideal audio brand for your business and ceate a brand audio style guide for future reference.

Benchmarking Study –

To rank your telephone customer experience against your competitors and the ‘industry best’.  This includes detailed recommendations for areas of improvement.

Agent Speech Impact –

To improve what your agents say and how they say it, so that they engage with callers in the most effective way.

Typically, one of our consultants will consider your objectives and the experience of your callers in detail, including time with your Call Centre Team and key influencers from Customer Services, Marketing, Call Centre Management and Telecoms disciplines.  Whatever the brief, our consultants will discuss the findings with you, and make clear recommendations in areas for possible improvement. We also provide on-site agent or call centre managercoaching as required.

 

The Easy Bit

Most call centre spend £thousands and many hours training agents to improve their caller’s experiences, but forget the fast and easy to fix element of getting the pre-connection experience right.   Ask us to help you meet best practice.

Benefits

  • Simply and quickly improve caller satisfaction
  • Improve abandonment rates
  • Reduce mis-routed calls
  • Get an objective view of the value you get from your contact centre
  • Ensure that your call centre communication is ‘on-brand’