- Is your “help desk” a cost or a profit making contact centre?
- Are your help desk team leading by example or struggling to become pro-active?
- Does your help desk manager measure resolution time?
- Are your team appropriately resourced efficient and motivated?
- Do your team always deliver against customer SLA’s?
Get To The Root Of The Problem
Manage the change from reactive to proactive.
We guide you through our proven methodology for building a professional profit making contact centre. Looking at the customer’s journey utilising best practice helping your team attain three key business benefits.
- Improved customer service
- improved team performance
- improved profits
We help your team deploy best practice.
- Identify Service types, automated evaluation against SLA’s?
- Allocate the appropriate resources automatically, managing diagnostics and escalations
- Report progress to the customer setting expectations?
- Giving the customer a consistent messages and piece of mind?
What We Do:
We guide and coach your team:
- Through the development of your business process
- Ensuring best practice is deployed at every stage
- Provide tools and templates of how to configure your contact centre?
- Ensure they are maximising opportunities to cross sell and up sell at all times?
- Provide you with a means to automatically measure performance and ensure the quality of service is delivered consistently at all time?
Our findings will be confidential for your eyes only
Increased customer retention
- Proactively measure your teams performance
- Improved communications with customers
- Reductions in customer complaints and contract attrition
- Shortening the learning curve and reducing the time it takes to develop your business processes
- Giving you the confidence to recognise and build on what is right
- Guidance on where and how to improve any weaknesses
- Build a repeatable model that you can re-sell to other smaller break-fix companies
- Re-sell contact centres to your customer base