With years of experience, we have worked on a vast range of projects – from developing and defining strategy on issues such as technology, sourcing, or operations, to executing those strategic plans through design, project management, and contact centre subject matter expertise.
|
Client
Type |
Project
Overview |
Project
Value |
ACCS
Project Role: |
|
Multi-Service,
Multi-Site Organization |
Assessed,
integrated and implemented a Contact Management System. |
Implemented a
virtual multi media system that provided a seamless integration with all
of services regardless of location. |
Project
Manager of multi phases project. Task included requirements gathering,
Request for Proposal (RFP) development, vendor selection, system
implementation and service level agreement negotiations. |
|
Tourism Organization |
Transition
call answering functionality, workflow process and telephony
technology from a third party vendor to an in-house contact centre. |
Redesigned
reservations channel to provide the required capacity and scalability to support
workload requirements that enabled existing and new contracted services to be
provided. |
Subject
matter expertise in the selection process and implementation of the
technology, workflow processes, operational metrics along with start-up cost
to achieved project goals on budget and on time. |
|
Not-For-Profit
Organization |
Provide an
operational review and cost analysis to determine the value that would be
achieved by providing contact centre outsource services for “Not-for-Profit”
organizations within the North Western USA. |
Developed
business model that allowed a leading Not-for-Profit organization to
implement a new revenue stream that aligned with their organizational goals. |
Evaluated
contact centre operations based on best practice and identified overall
operation strengths, and areas that the call centre could increase revenue
opportunities. Business Case included implementation plan and cost analysis. |
|
Health Care
Organization |
Provide
contact centre operational metrics and data integration to measure resource
optimization along with key performance indicators throughout a caller’s
experience. |
Formulated
performance indicators to guide the modification of business processes in
best utilization of resources and ensuring a positive caller experience. |
Provided
direction and best practices for contact centre operations, telephony systems
design and reporting requirements. |
