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Contact Centre Opportunities Review Case Study

Contact centre best practice opportunities review – phone and emails 
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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.

About absol

Established in 2002, absol brings together a group of experienced professionals with specialist backgrounds in contact centre operations and customer interaction channels.


5 Key Services

  • Contact Centre Expertise
  • Best Practice Reviews
  • Contact Centre Mentoring
  • Business-Technology Integration
  • Independent Quality Assurance

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