From setting up a contact centre from scratch to reviewing people, processes and systems. As a contact centre consultant I have worked on a range of different briefs. You will find my approach very different to other contact centre consultants. I put the customer’s experience first. I focus on achieving your business objectives but in a way that makes the customer feel valued and appreciated. Whether you outsource your contact centre services, or retain them within your business, to the customer it is all the same. Your customer’s will make a decision about your business and your brand, based on the service they receive. Your contact centre can turn your business into a faceless organisation, or one that is a pleasure to do business with. Not sure how well your are performing, why not give me a call 01442 244654. It literally costs nothing to talk and I’m happy to share the knowledge I have gained as a contact centre consultant with you.
Why consider my Contact Centre Consultancy services?
Because they work. Whether it’s inbound, outbound web chat or social media you need to have the right strategy and approach. Too many organisations focus on the wrong things. Key performance indicators that measure call volumes and length of call, rather than quality and success of the call. You want to connect with customers, engage with them and retain their business. Your customer should leave the call feeling satisfied and happy to do business with you again. If your strategy is to get through as many calls as possible, regardless of outcome, then my contact centre consultancy service are not for you. Want to try a more productive approach then give me a call 01442 244654.
Multi skilled contact centre personnel
The best contact centres have multi skilled personnel who don’t rely on scripts and tick boxes. They are knowledgable about the products and services they provide. They are problem solvers and solution seekers, empowered to make decisions and deliver service. Sound too good to be true then read on. I can train and empower your staff to proved a truly outstanding and differentiated serve.
Contact Centre Sales Incentives
Targeting your teams on sales or length of time on call can drive short term revenue but will ultimately effect revenue and reputation in the long term. This kind of short term sales tactic creates a ‘survival of the fittest’ mentality which can lead to mis-selling and dishonest sales practises. I can work with you to ensure maximum sales conversion and customer satisfaction go hand in hand.
I now offer my services to organisation in the Herts, Beds, Buck and London areas, although I have worked all over the UK. So, if my approach as a contact centre consultant sounds interesting, just pick up the phone and call +44 (0)1442 244654 and ask to speak to me Ursuline.