Will specialises in UCaaS and contact centre transformation services. He has been with StableLogic for 8 years, delivering across several major international & highly complex projects in that time.
Volkswagen
StableLogic managed the design and implementation of this distributed contact centre which comprises over 500 locations. This complex service covers the provision of after-sales parts with highly skilled service agents.
Companies House
StableLogic undertook a strategic review of this major contact centre serving UK businesses. The strategic review included different operational models, costs and service levels in order to delivery Companies House objectives.
Conducting a Review
We begin every contact centre transformation by reviewing all aspects of your contact centre – from the technology to the customer experience and the performance of the team themselves. We focus on key areas of concern.
We help clients to design their future strategy, model the costs and the performance levels, and build the business case.
Benchmarking
A benchmark is often an excellent starting point to plan for the future. This will help us understand the following key areas:
- Cost Base – Is it as good as the market generally?
- Service Options – Are your competitors providing other options?
- Accessibility – How does your service compare?
- Service Levels – Market leading or behind?
- Customer Experience – Are your competitors better or worse?
We help reduce cost whilst increasing the performance of your contact centre.
Developing a Strategy
In the strategy phase, our expert contact centre consultants undertake:
- Business Requirements – Your business objectives
- Technology Assessment – Assess current and develop a roadmap
- Customers – What is the best way to communicate with them?
- Channel Strategy – Voice, web chat, SMS, email, video etc
- Management Information – Obtaining the best MI
- Sourcing Strategy – In-house or outsource?
- Service Hours – Including “follow the sun” options
- Cost – Modelling different cost options
- Service Integration – CRM, Saleforce, Oracle, MS Dynamics etc.
For more information on our approach to strategy, click here.
Procurement & Negotiations
Selecting a new contact centre solution is a major decision that directly impacts the effectiveness of your organisation. Our objective is not only to advise on a highly functional technology solution but also one that is reliable, cost effective and from a low risk supplier.
We support clients with gathering requirements, creating a specification and the full selection process. We manage contact centre procurements on behalf of clients on a continuous basis, so we understand different products, suppliers and configuration options. This allows us to advise clients on how these work in practice.
We specialise in the procurement of both contact centre technologies and services, including fully outsourced contact centres. For more information on how we run procurements, click here.
Implementation
Using proven methodologies, we will ensure the successful roll out and adoption of new technologies. Recent projects have included Data Network deployments, SD-WAN deployments, Cloud Contact Center (CCaaS) implementation, Cloud Telephony/ UCaaS (such as Skype for Business) and many more.
Being a business at the forefront of technological advances means that our project managers always remain effective in their role. For more information about our project management division, click here.
Monitoring Performance
Upon completion of your project, we'll continue to keep and touch and monitor the success of your new strategy. The transition to a newly-designed contact centre can be challenging, so we make sure to assist in any way we can.
We're on call for any problems with new software, equipment or systems you've adopted. If there are any pitfalls, we make sure to patch them up as quickly as possible.