Contact Centre consulting helps in optimizing the forecasting, staffing and scheduling processes to ensure consistent service level results and the most effective of staff resources. It also helps in the tuning up quality programs to promote higher and more consistent levels of customer satisfaction. At other times it is a useful tool in helping in identification and application of call centre technologies. It is also important to improve communication in the organization between high-level goals and day to day operations.
Your business is about people ... the people who are your management and staff ... the people who deliver your products or services to customers.
So what would it mean to your bottom line if the performance of your people was better than ever before? If they were more efficient, more motivated, and more customer focused? What would it mean for your business and productivity?
Contact centre resource management operational review
- Workforce planning and organizational design
- Training courses
- Workforce management position statements
- Virtual contact centre and skill-based routing design
These are the main elements in our approach to delivering consultative services:
- Vision Setting: We assist and communicating the primary mission and role of the resource management organization within the enterprise.
- Strategy Development: We will assist in aligning real-world practices and technologies with the demands of your operation.
- Process Integration: We use proven methodologies for developing your solution. Each process step is tailored to the customer’s unique environment.
- Focus on the People: Since the contact centre is reliant upon a diverse workforce, the human factor is considered in every solution offered.
We work with you to understand your challenges and give you the right answer to improve your customer service whilst maximizing the performance of your contact centre. Huntrex offers high level, independent advice to determine, improve and clarify the overall performance of a company’s contact centre, focusing from a strategic, operational or technical perspective. Creative thinkers with experience across a range of vertical markets, the Consultants key objective is to understand what success looks like to an organization and by drawing upon Huntrex’s experience and knowledge, ensure that it is achieved, delivering bottom line results.
Workforce Management Consulting is a specialist management, human resource and training consultancy. Huntrex will work with organisations to improve the performance of their people and processes. We are committed to understanding and meeting our clients’ needs. Our approach is to provide proven solutions, which are of a high quality and cost effective. We hold true to our philosophy “finding better ways!”
We have detailed knowledge and experience in business processes and day-to-day contact centre management. We know how to bring all of the facets together in an integrated, powerful solution that strengthens your customer relationships – and meets your company’s goals for the future. Huntrex further offer solutions on topics such as:
Contact Centre Training
The most important aspect for managing a successful call centre is to teach the representatives of the call centre all the skills that they might need for perfect customer service calls. Such a program is termed as a Call Centre Training program.
A Call Centre Training program usually covers the critical aspects of customer service. The program teaches the participants about the importance of a customer focused attitude, representing the corporate mission, building rapport, and using positive language. The Call Centre Training program usually also covers the critical skills of questioning, listening, and confirming in order to determine customer needs and increase call efficiency.
Huntrex offers a comprehensive training program that will allow your workforce Management staff to get the most of the workforce management software. We tailor our program to utilize the feature and functionalities suited best for your environment. Our aim is ensure you find better ways.
