Call Centre Strategy Services
Genroe offer the following Call Centre strategy services.
Outsourcing and Vendor Selection
- Identifying needs analysis
- RFP for services creation
- Creating Reward and risk models
- Vendor evaluation
- Setting needs requirements
- Support with ongoing relationship management
- KPI & Service requirements setting and evaluation
ROI initiatives and reporting
- Recognising and implementing cross sell opportunities
- Recognising and implementing Up sell opportunities
- Setting up ROI operational reporting and scenario matrixs
Retention strategies – staff
- Identifying best fit remuneration and incentive structures
- Creating and deploying engagement and retention initiatives
Customer Call and operational optimization
- Identifying best call times/operational hours
- Facilitating best practice data integrity and use
- Ensuring best practice Call Centre utilisation
- Recognising and setting Blended agent facilities
- Utilising automatic call distribution flows to maximum advantage
- Identification, resolution and setting up of success for customer needs initiatives
Revenue generation
- Identifying opportunities for Closing the deal
- Recognising and implementing Up and cross sell opportunities
- Initiating opportunities for your Call Centre to be a profit centre not a cost centre
Business rational
- Identifying linkages for Call Centre operations to overall business objectives/strategies
- Identifying linkages for Call Centre operations to customer strategy and customer drivers
- Acknowledging and creating Call Centre strategic actions and rational
Budgets/Costs/Targets
- Setting and review of operational budgets and costs
- Setting and review of costs per transaction
- Target setting and alignment
Technical Systems
- Review of Business systems capability and ease of use
- Review of BAU processes and improvements
- Utilisation of IVR and other tools to exceed business outcomes
Marketing processes
(both Direct and Above the line activities)
- Campaign creation ideas
- Setting and measurement of campaign objectives
- Creation of campaign strategies (including multi string)
- Setting up of Campaign delivery processes
Call Centre Configuration and set up
- Providing best practice call centre set up and configuration scenarios and expertise