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OUR SERVICES
Contact Centre Health Check
Are you effectively using the technology you have to best manage the flow of demand into your organisation? Are you answering the most important calls first?
Our Health Check involves a holistic review of your front door including;
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A review of your call routing, IVR messages and multi-channel approach.
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Assessment of demand diversion options including all online content, in-call messaging and effective use of behavioural science techniques.
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Mapping key Customer Journeys, gaining valuable insight into customer experience.
Download our Contact Centre Health Check Guide Here
Problem Solving
It's easy to see when something is going wrong - our team can help with diagnosing the cause as well as the symptoms. We understand the complex relationships between contact volumes, handling times and resource levels and can help you get to the bottom of the challenges you are facing.
We offer an expert 'critical friend' service - working with your own subject matter experts, contact staff and data to explore your challenges and identify solutions which work for your citizens and your environment.
This may be as a short targeted piece of work or a longer partnership based approach.
Our team are experienced peer scrutineers across different parts of the public sector and have an excellent understanding of best practice and areas of innovation.
Supporting Procurement
We are intentionally system agnostic, meaning we can offer independent expert advice around finding the right contact platform for your organisation. We are not technical gurus - we are experts in the important part of the contact centre - operational delivery. We can advise on preparation, meaningful market engagement, core functionality, User Acceptance Testing and implementation.
Many organisations know what they need from their contact platform and will chose to use a consultant to quality assure the invitation to tender, and as a cost effective way to bring in the key skills and knowledge required to secure a successful delivery.
Citizen Experience
Citizens expectations of public sector contact is different to an insurance company or a bank. Emotional experience plays a critical part of the overall journey you share with a citizen. We work with you and your clients to review that experience and to identify opportunities to improve.
Our approach is methodical and evidence based - we use your data and engage with your people to find practical solutions to improve experiences.