Improving Call Centre Performance
As a consultant, I have helped a large number of companies to dramatically improve performance of both sales and customer service call centres. Poor performance is always a result of a combination of 4 issues; leadership, culture, process and technology. I am an expert in the first 3 areas and I also have a deep understanding on what technology needs to do from an operations perspective.
Over 10 years ago, I developed 2 seperate strategies for improving performance. These are for sales and service centres. Over the years, I have developed these strategies to some of the best strategies available in the world but because they are implemented by myself who understands the process, they are as effective as you could imagine. Bost strategies follow a similar format which involved a detailed audit followed by short and then quick term strategies to develop performance. It's not unusual for performance for more to double throughout this process but more importantly, I instill permanent changes which last a long time after I have left.
If you would like to discuss what I can do to improve the performance in your call centre, please contact me on 077400 96598