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Contact Centre Strategy

Contact centres are going through a period of rapid development.  Service levels, customer expectations, media, technology and suppliers are all in a state of flux.  What is your contact centre strategy?  Is video conferencing an option for your business?  Perhaps relocating agents to a lower cost region – or country is feasible.  StableLogic work with a range of clients to deliver their business, cost and service objectives.

 

What is your contact centre strategy?

 

When developing a customer contact or contact centre strategy, you may wish to consider:

  • Your Customers – Who are they?  How do they prefer to communicate?
  • Suppliers – Many major suppliers are in financial problems – what is your associated risk?
  • Media – Web Chat, SMS, Email, Video, Voice
  • Service Integration – CRM, Saleforce.com, Oracle, MS Dynamics etc.
  • Analytics – The ability to truly optimise the contact centre
  • Workforce Management – Higher service at a lower cost?
  • Cost – How much does each option cost?

 

The majority of calls to contact centres now come from mobile phones and the majority of mobile devices are smartphones.  Just consider the options for the contact centre of knowing the callers details, location and interests.  Smartphones have the ability to show a video image and have a camera – the video enabled contact centre is available now!

The ‘Big Data’ analytics approach may also help drive better service for your customers and help First Call Resolution (FCR) rates.  If implemented well, your Net Promoter Scores (NPS) can be significantly improved with the use of multiple channels.

The Contact Centre Strategy is critical for the success of many organisations – StableLogic can assist in advising on both your technology and strategy. For a detailed proposal of how StableLogic can support your contact centre procurement, please contact us.

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Contact Centre Consultants

  • As independent contact centre consultants, StableLogic provide impartial advice on call and contact centre procurement, optimisation and processes.

    The contact centre is the communications hub of many organisations. The success of the contact centre directly impacts customer service and, in many organisations, sales.

    As specialist contact centre consultants, StableLogic supports clients enhancing customer experience across all channels – voice, video, email, social media and mobile apps.  As an independent consultancy, we do not sell contact centre systems, we advise clients on procurements, best practice and service optimisation.

  • Contact centres are going through a period of rapid development.  Service levels, customer expectations, media, technology and suppliers are all in a state of flux.

    What is your contact centre strategy?  Is video conferencing an option for your business or perhaps a new App?  How do you cost effectively service multinational customers on a 24/7 basis?  StableLogic work with a diverse range of clients to deliver their business, cost and service objectives.

    StableLogic support clients in assessing these challenges, calculating the business case and helping them to achieve their business objectives.

  • How does your contact centre compare to your competition?  How do your service levels compare?  What about the costs, customer views, service levels etc.?  Are you competitors moving ahead of you in the way they service their customers?

    Many organisations set themselves the objective of providing excellent customer service – to create a unique customer experience.  The reality is, of course, that this is very difficult to deliver.

    StableLogic’s contact centre benchmarking service can provide proactive advice to help you to deliver results.  Knowing how you compare to your peers is often an excellent starting point to plan for the future.

  • Using the telephone is continually rated by consumers as their least preferred way of communicating with a company.  For businesses, the telephone is often their most expensive channel of communication with their customers.  Despite being unpopular and high cost, the traditional call centre is still one of the most common methods for customer communication.

    Organisations that do provide a truly unique customer experience develop their approach to meet the customer’s needs – not their own.  As independent contact centre consultants we support clients in understanding the options, to consider new media channels and, if required, to “wow” their customers.

    It’s not simple – but StableLogic have a proven track record of helping clients to develop a unique customer experience.

  • The selection of a new contact centre solution is a major decision that directly impacts the effectiveness of the business for many years to come.  But the objectives are not only to select a highly functional technology solution, but also one that is reliable and cost effective.

    The contact centre market is in a state of change, with both on premise and cloud systems available.  Making the wrong decision can severely impact customer service.

    As independent contact centre procurement specialists StableLogic can support clients with requirements gathering, production of a specification and the full selection process.

Next Steps

  • Completely independent and impartial
  • 20+ years experience
  • Household name clients
  • Specialising in UK and Multinational clients
Contact StableLogic

 

Contact Centre Case Studies