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