Advanced Contact Centre Solutions (ACCS) provides Workforce Optimization and Contact Centre Technology services to assist you in managing the resource utilization, workflow process along with the technology requirements for your contact centre. Our contact centre consultants are industry experts that work with your team to achieve your organizational goals. ACCS management experience will provide the knowledge, skills and training to mentor your staff to become contact centre professionals.
ACCS experience within the contact centre environment will coordinate from start to finish the requirements gathering, design and reporting phases along with the implementation of your system to reflect how you do business. Our contact centre professional’s will manage and liaison between the vendor, external contractors and your project team to ensure a smooth cutover from existing systems and implementations of new processes.
ACCS offers a full
suite of Workforce Optimization and Contact Centre Technology services that
include:
Workforce Management - ACCS Workforce Management assessment defines the levels of staffing which is optimum to an organization in order to achieve service targets along with the processes required to plan, manage and report on productivity results. ACCS provides a functional assessment that ranks your contact centre processes utilizing forecasting, planning, and contact centre operational principals. This assessment will identify obstacles and provide options to put your centre on the fast track in achieving best in class results.
Contact Centre
Technology – ACCS offers impartial consulting evaluation, analyses, and
services to assess contact centre technology and applications. This includes the expertise to define
business requirements, evaluate current functionality, advise on the impact of
future trends, develop short- and long-term phased plans, analyze costs vs.
benefits, define and document the business requirements, develop the business
case, develop vendor selection criteria, develop and orchestrate the RFP's
process, and help select the proper system to achieve your needs and goals.
Operational
Optimization - ACCS will perform a contact centre assessment, which is a
comprehensive audit and benchmarking of your process and systems. The
assessment will include a detailed analysis of your organizational structure,
roles and responsibilities, call quality program, workflow processes, along
with operational metrics and technology applications. This assessment is then
evaluated to other operations within your industry and recommendations are
provided to optimize your contact centre processes.
