Contact Centres

Improving productivity in contact centres

Our Expertise

We help you focus on great customer care

How we can help

Freeing up your teams to focus on delivering great customer care, helping customers complete the reason for their call, and understanding how well your planned resource matches demand are all things we have helped contact centre teams with across the UK and Ireland.

Measure Times

Measure times for detailed process stages, understand the impact of slow systems, dual data entry, referral to other teams and other issues that slow call times and impact first call resolution

Quantify Efficiency Opportunities

Innovative use of work study measurement combined with on-site observation to identify and size productivity opportunities

Identify Quick Wins

Analysis combined with deep sector experience means we can implement changes easily that ensure you deliver business benefit fast

Our Contact Centres Services

Role Study

Measure how leaders and other specialist roles spend their time. How long is spent on the specialist task they are trained for versus generic tasks others can do? How much time is spent on admin versus coaching the team to deliver great customer experience?
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