Strategic
Planning and Operations Management
Advanced Contact Centre Solutions has worked with a
number of organizations to formulate, and create
their call center operations plan
to support business strategies. Through ACCS facilitation process we
can develop a strategy that achieves the business goal and identifies the
action items for success.
Call Centre
Build
In today’s economy, businesses are analyzing ways to become more
profitable while reducing costs. ACCS performs an analysis of the
impact to your business highlighting the risks and opportunities of
selecting a call centre scenario.
Staff Planning
Forecasting workload is a combination of both science and art. Knowing
the drivers that create activity within a centre allows them to be
documented and trended, resulting in forecasting of future experiences.
ACCS, experience can enhance our client’s processes in tracking this
activity from the network level to the resolution level logged in their
Customer Information Systems
Workforce Management Assessment
Advanced Contact Centre Solutions can deliver a functional Workforce
Management (WFM) 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.
Operational Assessment
ACCS can improve call center performance by conducting
a call centre assessment which is an comprehensive audits and benchmarking
of current operations. The assessment will include, conducting a detailed
analysis and of the metrics, processes, reports, and technology
applications. This assessment is then compared benchmarked to other
centre's within your organization's industry to develop a gap analysis.
Evaluation of Call Centre System
Requirements
Advanced Contact
Centre Solutions provides independent technology review of capital projects
along with managing the project and ensuring an appropriate maintenance
contract is in place.
IVR Structure,
Options & Usage
ACCS can increase customer satisfaction and reduce
call centre costs by increasing utilization of IVR self-service
applications. An IVR systems is an important component of an
organization's self-service strategy. It is also important to balance
increasing utilization of IVR systems with customer
alienation/dissatisfaction with your organization.
