Call Centre Performance

Performance Improvement

Developing a high performance team is all about achieving that extra 5-10%. Working smarter can help you achieve this. Over the past 20 years we have worked in a number of businesses dealing with both corporate and consumer customers and have realised through experience that the only way to improve performance is to identify the steps within the process and eliminate the wastage.

Using a number of tools, we can identify these steps and streamline your processes to ensure that your team operates at the highest level.

Audit

Our Audit allows us to identify the areas of improvement within your processes, review the structure of your team and organisation, understand reporting requirements, analyse employee engagement and attrition, and recognise training needs and knowledge gaps.

Strategies

Our Strategies have been developed over the years to ensure that your team is optimising its time. We can develop and implement inbound and outbound dialling strategies which will help you increase your sales or enhance your customer service. We review your business requirements, use of technology, management information suites, service hours and most importantly, your methods of communication with your customers.

Dashboards

Our Dashboards are custom made and can provide your team with a live view of their performance ensuring that your managers are coaching and developing their teams rather than spending their days updating reports.

Gamification

Our Gamification tools bring a little fun into the call centre environment and create an energetic, competitive and exciting place to work. We add games or game-like elements to daily tasks so as to encourage participation and increase productivity.

Lean Six Sigma

Using Lean Six Sigma methodologies, we streamline your processes by highlighting the ‘value added’ and ‘non-value added’ activities of each step, thereby maximising efficiency and reducing waste.