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Daviker Consultancy |
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Managing
a call centre of any
type is a complex
process. The advance of
technology along with
traditional management
tasks such as delegation
of workload and
increasing motivation
levels can seem daunting
at times for even the
most seasoned call
centre managers. |
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TouchStar Consultancy
can help you improve
your call centre
processes. We have many
years experience working
at the sharp end of
operations in all types
of call centres in
numerous industry
verticals – our
experience is from the
floor, not from the
text
book! We know what makes
a call centre buzz, what
makes it a happy environment to be in,
how to use technology to
your advantage and as a
result of all these
factors, how to make
your call centre
profitable or add value
to your overall
business. As call centre
experts, we can advise
you how to adapt your
current business, expand
your operation or
exploit an opportunity.
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TouchStar Consultancy is
a completely bespoke
service. That is because
we know that the issues
facing each call centre
are completely unique.
The first thing we will
do is sit down with you
and listen – at which
point we will know
whether we will be able
to help you. Should you
then decide to use the
services of TouchStar
Consultancy we will
agree meetings with your
key people to really get
to the bottom of what
the issues affecting
your call centre are. We
will assess your human
and technological
resources alongside your
business processes. |
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What exactly will we
advise you on? |
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Management strategies |
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Your call centre will
never work at its full
potential if things
aren’t right at the top.
Your strategies may
already be delivering
results but with a
little fine tuning they
could bring even better
results. |
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Utilisation and
implementation of
technology |
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Make your technology
work for you. Are you
making the most from
your technology? Are you
making the most from
your data? Are you
complying with
regulations? We will
advise you on whether
your current technology
is fit for purpose and
how it can be improved. |
| Operational procedures |
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Our experience
is from the floor and
with this in mind, we
can advise you on business processes, your
methodology and how it
fits with your people
and technology
resources. |
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Call centre design |
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How can you get the most
from your environment?
What is the best layout
for your call centre?
Will this be different
for a start up operation
to a longer established
concern? We will advise
you on optimising your
space. |
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Cost reduction |
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In prosperous times it
is desirable to reduce
call centre costs. In
difficult times such as
these it can become a
business necessity. In
analysing your business,
we can identify areas in
which you could reduce
outgoings. |
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Change management |
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Change is a natural and
inevitable process that
every call centre will
embark upon at some
point. We advise you
what how to implement
change, how to deal with
potential resistance and
obtain ‘buy-in’. |
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Technical, supervisor
and agent staffing |
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Your people are your
business and if your
staff are feeling
demoralised and
demotivated, the chances
are your call centre
will not be operating at
peak performance. We
advise on how to get the
best out of staff
regardless of level or
role. |
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Recruitment and Training |
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Naturally, you want the
cream of the crop in
terms of staff – but how
do you go about getting
them? We advise you on
selection and
interviewing techniques
using competency based
assessment programmes
that are proven to get
the best. Further to
that, we suggest the
best training available
for experienced and
novice staff alike. |
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Performance optimisation |
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How can you get more out
of your agents? How can
you get them to want to
achieve better results?
How can you establish
your KPIs and get agents
to understand them?
Whether incentives,
rewards, contests or a
combination of all three
of something else
altogether is a
solution, we will point
you in the right
direction. |
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Call centre health check |
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Your operation may need
any of the above
specialist call centre
consultancy services. On
the other hand you may
want a combination of
all of them. An initial
meeting or phone call
will establish whether
your consultancy
requirement is of a
general or more specific
nature. |
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For further
information on TouchStar
Consultancy, please
complete the form on the
left of the page. |
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“I would like to thank
you for the time you
spent with us. The
changes you suggested
have made a huge
difference. Your
interest in our company
and the enthusiasm you
generated was a breath
of fresh air.” |
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Kim Beavis, Call Centre
Manager, IMSM
(International
Management Systems
Marketing) |
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Click here to download
our white paper advising
you on how to create a
call centre efficiency
zone |
Copyright 2009 Daviker
Limited. All Rights Reserved.