Operations

The Operations team at The SMART Group focus on the day to day efficiencies of all client implementations. By centralising all operational decisions, our highly experienced management team are able to review the information at hand and make effective business decisions.

Some examples of the operational services provided on a day to day basis include:

Workforce Management

The Operations team utilise the market leading Genesys Workforce Management platform to schedule all staff across the business. Forecasts can either be developed based on existing call patterns, or media schedules transformed into a functional roster for staff. This allows The SMART Group to minimise the number of agents required to meet Service Level targets, whilst also catering for excessive call spikes in peak times.

Dialling Strategy

The key to any successful outbound campaign is having a sophisticated dialling strategy. The Operations team perform ongoing analysis on the best contact times throughout the day, and profile prospects in order to deliver staff with people who have a high propensity to purchase. All interactions that occur are also flagged with a 'Disposition', allowing operations to feed this information back into the dialling strategy.

Reporting

All associated client reporting is developed and constructed by the Operations team. Our reporting framework consists of inbound and outbound call flow reports, IVR 'touch point' reports, interaction results, handling times, customer satisfaction and many more.

Campaign Analysis

At the completion of a client campaign, and end of campaign completion report is provided in order to summarise the successes and challenges of each campaign - with a focus on financials and results. 

Market Segmentation

Being able to profile existing customers and determine the best prospects to contact is one of the key competitive advantages of The SMART Group. Our Operations team have over 40 years of collective experience in customer contact across many different industry verticals, and are able to work closely with a marketing team to determine the best strategy to achieve results.