Operational Reviews & Contact Centre Health Checks

The contact centre is more important than it has ever been and even with the abundance of self-serve and automated channels available, customers have shown that they value human to human interaction in times of great need. 

As a result, organisations are looking to contact centre leaders to break the shackles of the old ‘cost centre’ paradigm, and build customer experience hubs, places where real brand value is created.

The way people and technology work together to support customers is going through the most rapid change in decades, AI, Bots, real-time natural language processing, micro learning, gamification, flexible working models.. the list goes on.

And the modern contact centre has never been in a better position to reinvent itself. 

I know we could be doing things better, but I don’t know where to begin to get ahead

How should we approach improving employee engagement? 

What are our competitors and peers in the industry doing? 

What is the best practice in technology and how are people using it?

Lets a have a quick, obligation free chat so you can find out if a review is right for you.

We don’t believe there is a difference, what’s important is what you want to get out of the process. 

Think about a typical health check with your doctor.

After an examination they tell you whether you are healthy, where to focus and what to do to get back to good health or to achieve your specific health goals. 

Because of their years of experience they can recommend the right approach based on your unique requirements.

This is the role we can play for you, minus the lab coat!

Our contact centre and operational experience means we can see all the connections between teams and customers and know the common pain points you can address to get the biggest improvements.

We allow you to focus on the running the business while we make sense of the complexity to provide you with the answers you’ve been looking for.

Our industry experience and networks, we do all the hard work to bring you the best practice that's relevant to your operation.

We’ll prioritise each recommendation so you have clear roadmap on getting the most from your investment.

Our bread and butter is bringing this to life through new ways of working, so we can deliver the recommendations with you.

We take a modern, progressive and human-centred approach to contact centre operations so you are ready for the future.

We start by defining the outcomes you want to achieve

We take a flexible approach to your review, our first step is to talk to you so we understand the outcomes you want to achieve, we can take a very broad view of the operation or hone in on a specific area to want to deep dive.

Once we are aligned around the focus areas and the review outcomes, we begin discovery.

Take everyone on the journey.

We’ll engage all the right people from the start.

The key to a successful review is the support of the right people in your team and across the business who we’ll need to provide data, insights and observations. We’ll conduct interviews, review operational data and reports, observe people doing the work, listen to calls and attend key team meetings. Yes, this can all be done remotely.

An example of the streams, focus areas and prioritisation covered in a review and how recommendations can progress through each phase at different times.

Visualise the review so as its happening you can see where we are at

There is no waiting in suspense for a hefty report to hit your inbox.

We take an agile approach so we share our progress in real time, this gives you the option to spend more or less time in the areas you want.

We engage you to validate our findings to make sure we are tailoring the recommendations to exactly what you need, so there are no surprises.

Bring you industry best practice and our many years of experience.

We have access the most cutting edge best practice through our industry associations and partnerships. Then we use our experience to make the right recommendations for you, there may be a number of options open to you, and we’ll evaluate each one.

There is nothing more daunting than a long list of things to-do. We have been in your shoes so we wont leave you without a well thought through, prioritised set of recommendations and a roadmap so that you can get started and deliver value immediately.

We’ll pull it all together for you into a report, with recommendations, priorities and next steps. We can also present this with you, to Executives and Stakeholders.

Implementing the recommendations

We can also take the recommendations and get started on bringing them to life and this doesn’t need to wait until the review is complete, we often begin the delivery phase on some items while working through the review on others.

If there is a recommendation that you feel doesn’t need to wait, we can begin.

The four phases we can cover:

Discover – observation and review of the current state and identifying best practice.

Decide – review recommendations and prioritise.

Design – co-create the solutions, including experimenting with alternatives.

Deliver – implement outcomes and monitor for effectiveness.

It really depends on the type of review you want and the size of your contact centre, the bigger the operation the longer it will take. As a rule of thumb anywhere from a couple of days to a couple of weeks. We recommend having a quick call and from there we can tell you how long it should take.

We can complete reviews across every corner of operations including inbound, outbound, sales, collections, debt recovery, back office, complaints and disputes, admin and offshore functions, workforce planning, credit and lending, IT support and QA and coaching.

Yes, we can observe how your operation functions and identify area’s for improvement whether we are with you in the office or working remote.

We don’t have a cookie cutter approach to the review so the cost will be dependant on the outcomes you are looking for.

Because of this it means we can tailor the review to suit your budget and timeframes.