The planning project initiates the creation of a 360-degree strategic roadmap that can help you plan the metrics, agents, and the processes that influence your day-to-day call center operations. It includes the following -
- Call Center Plan and Assessment
We can assess your organization's operational procedures and can streamline those as per your objective.
- Tools and Technology Plan & Assessment
Our contact center consultants can help you plan the tools and technologies to leverage.
- Business Requirements & Optimum Design
Our call center business consulting includes analysis of your business requirements and creation of optimum designs to help you choose the technologies, evaluate your current process, and call flows fluctuations.
- Multi-channel Customer Engagement Strategy
When you outsource call center consulting services to us, we can convert your business objectives into a working framework. This will include clear & concise documented requirements, streamlined operational framework, and solid structure to support the traditional customer engagement process (voicemail, video, chat, email, IVR, etc.), and the latest engagement process, which includes the social media, mobile apps, etc.
- Multi-site Strategy
We can design a consistent multisite setting that can adjust your resources, both manual and technical as per your operational needs.
- Metrics Strategy
We can develop suitable benchmarks and metrics to facilitate the customer engagement process with accurate records.
- Outsourcing Strategy
Our contact center consultants can determine the scenarios in which you can outsource your services, vis-à-vis by ascertaining the cost factor.
- Disaster Recovery Preparation
Our senior call center consultants have the required expertise and experience to assist you with the devising the executable disaster recovery planning that also includes the safeguarding of tools in such a scenario.
- Financial Examination
We can do the quantitative and qualitative analysis of your operations with respect to your current ROI, cost structures, profitability areas, etc.