Consulting Services

Excellence in Contact Centre Operations

• Operational Audit / Assessment and Recommendation

• AHT & Process Efficiency

• Workforce Management (WFM) Excellence

• Target Operating Model (TOM) Design

• Digital & Self-Service Strategy

• Technology Roadmap & Business Case

• Sourcing & Location Strategy

Strategic KPI & Balanced Scorecard Design

• KPI & Balanced Scorecard Redesign

• Leadership Coaching & Development

• Business Intelligence (BI) & Dashboarding

• Performance-Based Incentive Design

Customer Experience and Quality Enhancement

• First Call Resolution (FCR) Enhancement

• CSAT/NPS Improvement Programme

• Quality Assurance (QA) Framework Redesign

• Service Delivery Design

Call Centre & Customer Care

Sales Conversion & Customer Retention Strategy

• Inbound Service-to-Sales Conversion

• Proactive Churn Management

• Outbound Telesales Team Setup

Outsourcing Strategy and Partnership Management

• Outsourcing Feasibility & Partner Selection

• Existing BPO Audit & Performance Rescue

Claims & Complaint Management

• Claims Processing Optimisation: Streamline workflows to improve processing speed and accuracy

• Complaint Resolution Framework Design: Establish clear escalation paths and resolution timelines to enhance customer satisfaction.

• Root Cause Analysis & Prevention: Implement strategies to identify and eliminate the source of recurring issues.

• Regulatory Compliance & Risk Management: Ensure adherence to industry standards whilst minimising operational and reputational risks.

• Claims & Complaints Analytics: Develop performance dashboards and KPIs to monitor resolution times and operational efficiency.

• Digital Transformation for Claims: Automation, AI categorisation, and self-service portals

Customer Experience Management

• CX readiness audit / assessment

• Customer experience strategy development

• Service delivery modelling / experience design

• Journey mapping

• Operation modelling and transformation

• Customer loyalty and retention programmes

• VOC (voice of the customer) programmes

Business Process Management

• Business process reengineering and operational excellence

• Process mapping, data collection, and development of improvement recommendations

• Identification and reduction of waste and inefficiencies in processes

• Optimisation of operational processes and efficiency improvement

• Establishment and enhancement of quality management systems

• Development of performance indicators and continuous monitoring of processes

• Promotion and implementation of a continuous improvement culture

Programme Management

• Project and Programme Planning: Development of detailed plans and timelines aligned with strategic goals

• Resource management: Efficient management of human resources, budget, and other necessary assets

• Risk management: Identifying, assessing, and mitigating potential risks

• Performance monitoring and reporting: Regular tracking of progress and reporting performance indicators

• Quality control: Ensuring compliance with established quality standards through process and outcome control

People Development

• Productivity / Efficiency Management

• Leadership and Coaching

• WFM (Workforce Management) and Call Centre Mathematics

• Content Licensing and Transfer

• E-learning Development Packages