Consulting services
Customer Contact Solutions offers a wide range of consultancy services which focus specifically on identifying areas of business performance that can be enhanced in order to reinforce customer relationships, maximise profitability and achieve results based outcomes. Consultancy services are provided in the areas of:
- training needs analysis
- course design
- learning and development strategies
- recruitment and selection practices
- customer satisfaction surveys including focus group research
- customer service audits
- call centre audits, establishment and re-engineering
- sales efficiency audits
- developing business cases
- implementing marketing strategies
These specific services are tailored to suit clients needs, budget and time-frame. Often, such activities can result in implementing strategies which can have a direct effect on your organisation’s bottom-line results.
Some of our specialist services include:
- Telephone Audits: because 80% of all business contact with customers is carried out over the telephone, the importance of creating the “right” impression first time, every time, is vital. A telephone audit will identify how effective your organisation is in delivering effective customer service over the telephone.
- Call Centres Consultancy: our specialist expertise enables us to provide a full scope of Call Centre consultancy services ranging from audits, re-engineering, recruiting of key personnel, and training to establishment, business case planning and implementation of new, centralised or relocated call centres.
- Customer Research: all too often organisations neglect to find out exactly what their customers need in terms of business requirements and customer services. Customer research either through focus groups or surveys can specifically help your business to identify customer needs for increased business.
- Sales Efficiency Audits: many organisations employ field and telephone sales people to carry out one of the most important functions of business, namely selling your products and services. Yet, even the most experienced sales representative needs to be aware of the latest techniques and customer requirements. Our sales efficiency audits help you to identify areas which need improving and develop strategies designed to maximise the efficiency of your sales force.
- Course Design: often the specific requirements of your business calls for specialist staff development and training programs to be developed in order to achieve the best possible results. We can analyse your business needs, identify areas for improvement and develop a training strategy designed to suit your business objectives. “Off the shelf” packages are often not enough in achieving effective outcomes for your business.
- Business Cases: if your organisation is considering a new business direction, we can assist you in developing a business case which will clearly identify the feasibility of such an approach and help put together a business case based on sound business and financial principles.
- Recruitment and Selection: the costs associated with poor recruitment and selection strategies can be significant. It has been estimated that as much as $20,000 can be lost due to poor selection decisions. We will assist your business by designing effective recruitment and selection strategies using proven techniques. From conducting an audit of your existing procedures to assisting you in the actual selection process, we will ensure that the next person you hire is best suited to your organisational requirements.