Contact Centres and Control Rooms

Our customer management support services deliver results.

  • A client bank saved over a £1m of annual opex from an eight-week Analysys Mason review.
  • We supported a new entrant mobile telco in handling a million customers through new contact centres its first quarter of operations.
  • The support provided by our interim managers helped a UK Health Service Trust meet call handling targets for the first time.

We deliver benefits to clients through designing, benchmarking and improving Contact Centres, Control Rooms and help desks across the industry in all sectors. Operations may be in-house and outsourced, sales and customer service. We also provide interim management to support the development of customer management operations

Customer management strategy

We enable clients to enhance loyalty, customer satisfaction and commercial performance by transforming their customer facing operations.

Customer-facing process redesign

We re-design the customer management experience to drive up acquisition, satisfaction and retention and drive down costs.

Benchmarking and performance improvement

With our ‘best-in-class’ benchmarking we can identify and prioritise where improvements need to be made without undertaking large industry-wide studies.

Contact Centre specification and selection

De-risking solution specification and selection, as well as helping to realise the benefits available from different providers, is key to a successful implementation programme.

Workforce planning

Our consultants use their extensive operational experience and best-in-class methodologies to help clients meet resource planning challenges.

Varney’s vision for Contact Centres

Sir David Varney outlined four key themes in his December 2006 report to improve the service provided by the public sector.

Organisational development

Our organisational development and change management services underpin an organisation’s change programme and provide a template for ongoing change.

Operational review

We utilise our unique Discovery Audit Framework extensively with clients to undertake detailed reviews of customer contact process and systems.

Location, outsourcing and in-sourcing

We help clients assess the benefits that may be realised from different center operational models when applied to their particular environment or situation.

Management information review

We design and review management information reports and balanced business score cards to focus on relevant operational metrics.

Interim management coaching and mentoring

Our Interim Managers provide expertise to support performance improvement, from board level mentoring and critical friend support through to the Contact Centre management and supervisory teams by promoting, best practice, skills, behaviours and an underlying performance culture.

Contact

Graeme Sherman

Partner +44 20 7395 9000

Case Study

Analysys Mason and Peterborough City Council ensure customers receive a better level of service.

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