Contact / Call Centre Consultancy

As part of our Professional Services offering, The SMART Group provide Contact / Call Centre consultancy services externally to clients who are having difficulties within their own centre.

We have completed many projects for external clients, and our Professional Services Department focuses on these 9 key areas that should be reviewed regularly in any Contact / Call Centre:

Training

Identifying training opportunities at both an employee and management level

Performance Management Processes

Implementing Performance Management Processses that guarantee accountabilityand ongoing employee development.

Management Structure

Ensuring an effective management structure is in place to facilitate improvements and achieve cost reductions.

Service Level Agreements

Reviewing service level agreements, and ensuring the centre is optimised to achieve these.

Business / Campaign Strategy

Reviewing current operations with a view to providing recommendations on new product / service initiatives and identifying customer segments to be targeted.

Marketing Opportunities

Identifying potential marketing opportunities to drive response traffic from customers via voice, web, SMS or Direct Mail.

Profitiability

Reviewing financial performance and gearing targets, KPI’s (Key Performance Indicators), commission structures and pricing mechanisms to drive profitability.

Cost Reduction Strategies

Producing strategies to reduce costs through technology improvements, workflow management and streamlined processes.

Technology

Reviewing existing technology infrastructure and providing different recommendations on how these can be better managed to achieve the campaign objectives

Our Professional Services Department work closely with the Project Management Office which ensures that any decisions that are made can be delivered on time, within budget and to a high degree of quality, with the appropriate level of governance throughout.