Customer Services and Contact Centres

We have experience across a wide variety of customer service centres and contact centres – from 999 and 111, to booking lines and order taking, telesales and tele marketing, complaints handling, and remote technical assistance. Our typical projects deliver 10-30% savings in headcount while also improving service levels for customers.

Our range of expertise includes:

    • Demand analysis and forecasting
    • Telephony and ACD design and optimisation, including skills-based routing and virtual networks across a range of software and hardware platforms
    • Inbound, outbound and multi-channel centres
    • Workforce management:
        • Rostering and capacity design, including Erlang and other statistical methods
        • Sickness management
        • Performance management, reviews etc.
        • On-the-day agent availability management
    • Performance reporting, management information and key performance indicators (KPIs)
    • End-to-end process redesign and improvement:
        • Decision support tools and scripting
        • Elimination of failure demand and double handling
    • Complaints handling and management
    • Organisational design including structures and incentives

Throughout the process, we collaborate side-by-side with local teams and managers to ensure our conclusions are valid and the plan we're about to embark upon, workable.

Our unique, hands-on, detailed approach allows us to design the most cost-effective and optimal operating models with our clients.