Business Systems' experienced
Contact Centre Consultants work with contact centre managers, supervisors
and team leaders to understand their goals and objectives from
Quality Assurance. They then provide a customised service that
ensures these are achieved through a process of analysing and improving
all aspects that effect quality management including internal processes,
training, and development of people and ensuring integration of
technology to the quality management programme.
Key Features
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Identifying key areas for development and
optimisation within a Contact Centre environment and providing
the appropriate solution. |
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Generating detailed business reports identifying
areas of strengths and weaknesses within the operational and business
processes in relation to QA. |
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Development of a formal methodology to evolve
and monitor operational, business and procedural requirements to
meet agreed ROI targets. |
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Continual ongoing follow-up support |
Key benefits
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Successful contact centre quality programme with measurable
returns |
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Benchmarking ensuring consistency of standards
throughout the contact centre |
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Buy-in to the programme by all levels of
managers |
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Most effective quality programme for your unique environment |
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Integrating technology with business processes and procedures |
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High level of expertise to fill any skill gaps in management
knowledge of quality |
The Importance of Quality for Contact Centres
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Delivers a truly customer-centred solution |
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Ability to deliver against strategic initiatives |
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Underpins lifetime customer loyalty |
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Increase revenues |
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Ensures the ability to multi-skill in existing and converging
technology |
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Develops a highly skilled workforce |
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Reduces attrition |
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