Contact Centre Opportunities Review Case Study
Contact centre best practice opportunities review – phone and emails
Our client: 100 seat multi-site contact centre (with afterhours calls outsourced) providing customer service, issue resolution and support
Scope: Review the contact centre practices as per the above framework and deliver a feedback document for management review and adoption in terms of the gaps identified
Activities: 2 days on site followed by analysis and feedback session. Subsequent planning session to establish a work practices update program outline and the investment in a new systems tool for workforce management.
Outcome: Review completed and recommendations accepted for adoption as a business transformation program. absol assisted in a number of workstreams, specifically WFM practices, business performance reporting design and intra-day queue management practices.
Scope: Review the contact centre practices as per the above framework and deliver a feedback document for management review and adoption in terms of the gaps identified
Activities: 2 days on site followed by analysis and feedback session. Subsequent planning session to establish a work practices update program outline and the investment in a new systems tool for workforce management.
Outcome: Review completed and recommendations accepted for adoption as a business transformation program. absol assisted in a number of workstreams, specifically WFM practices, business performance reporting design and intra-day queue management practices.
