CONTACT CENTRES

absol offers a range of ''business-led'' services to help you get the best value for your investment in contact centre practices, tools and technologies

Established in 2002, absol brings together a group of experienced New Zealand contact centre & delivery channel professionals with specialist backgrounds in contact centre operations and optimisation. Since 2002, the absol team have established a reputation for adding significant business value to over 25 clients across a range of industries reliant on customer interactions for business success

Running a great contact centre is about delivering sustainable business performance through attention to structure, capability, consistency, flexibility and a set of relevant metrics. A sample of the services we provide is described below

Contact Centre Business Operations Snapshot
-a current snapshot of your contact centre in terms of five key factors - customer experience design, resource management, processes & systems, roles & readiness, quality & performance

Contact Centre change mentoring, leadership and project management
-a ''business first, then technology'' approach to contact centre set-up, expansion, communication and change to get the best from your Call routing, CTI, IVR, WFM, Call quality, Performance reporting and VoIP contact centre tools. We can help with business cases, RFP drafting, proposal evaluation and implementation, adding our skills to yours for task execution, project management and QA

Contact Centre workforce management
-workforce management is much more than forecasts, schedules and rosters - it reaches all the way to the front-line. Matching front-line CSR's to calls offered comes from blending consistent phone practices with a sustainable resource management model and your WFM tool

Contact Centre customer experience quality management
-making the fundamental shift from CSR ''call by call'' feedback to ''Customer Interaction Quality'' evaluation and management using your call recording tool and trend based reporting within a structured customer experience quality program

Contact Centre skills development workshops
-a structured skills development framework which builds contact centre practices knowledge and understanding. Workshops include contact centre and workforce management fundamentals, Team Leader Performance in action and Contact Centre Management Core and Advanced Skills. All workshops are highly interactive with attendance limited to 8-12 people to ensure a quality outcome

Contact Centre Capability ''On Tap''
-a range of services including on-site mentoring for contact centre managers and facilitated workshops on Team Leadership, Queue Management and topics you nominate to address local challenges.