Call Centre Operational Services
Genroe offer the following Call Centre operational services.
Effectiveness and Efficiency audits for:
- Inbound Operations
- Outbound Operations
- 2nd Level Support/Customer Service/Help Desk
- E Commerce - Inbound and Outbound
- Data processing
Tailored audits based on the clients requirements
- Most client requests can be realised
Back office audits
- Time and motion studies
- Efficiency studies
- Cost reduction studies and initiatives
Process appraisals/review/re-engineering scenarios including:-
- Call processes (IB and OB)
- System processes
- BAU processes
Operational performance and reporting audits including:
- ACD Metrics
- Dialer metrics
- CRM metrics
- Quality metrics
- Compliance metrics
- Rostering metrics
- ROI values
- Response Rate metrics
- Service metrics
- Engagement metrics
- Resource planning metrics
Call Centre tool creation and deployment of:-
- Sales tools
- Motivational tools
- Results tools
- Forecasting tools
Mentoring services
- Available for all levels for Call Centre operations