Contact Centres
Gain an independent, industry-based view on your contact centre’s operations – a health check if you like. We often find it’s with the finer details, implementation and continuous improvement areas that issues arise. But before we can help you with this, it is essential that you take stock of your current operations.
The Health Check Review
Providing a comprehensive, independent review service across your centre’s operations including:
- Strategic Objectives and Structure
- People and Performance
- Systems and Technology
- Networks and Relationships
The first step for this review is to agree upon the scope and objectives of the review. We conduct an initial review of documentation and the contact centre environment, using an evidence based approach. Our associates will then sit down with the Project Manager and Centre Manager and other relevant staff members to discuss in depth all of the areas identified above.
We can meet with your technology supplier, training and recruitment service providers to ensure your centre is supported effectively. Additional information or documentation may be asked for to inform the development of a draft report. After a further meeting, a final report including recommendations and priorities, based on a risk assessment approach, will be submitted for discussion and action.
The ‘Future Proofing’ Workshop
The option of running a ‘future proofing’ workshop with key staff to complement the review process better prepares you for whatever challenges the future may present.
This workshop introduces the scenario planning approach. Rather than just focusing on what you know or believe the future will look like, this workshop gets you to look at a range of scenarios built around the impact many of the uncertainties and important driving forces affecting your future. What this means is that you are considering a range of ‘what if’ scenarios or possibilities rather than focussing on a single one.
This process then helps you to agree on actions and strategies that will better equip you to meet any of the challenges that may arise. This in turn builds capabilities that are robust across multiple scenarios.
Contact Centre Establishment
Wendy Perry and Associates is experienced in establishing green field contact centre sites and can support you with undertaking the project management of the whole process or as a risk management strategy to check on your plans.
Examples of our work with contact centres include:
- Comprehensive and independent reviews of South Australian and national call/contact centres covering all aspects of operations including strategic objectives and structure, people and performance, systems and technology, networks and relationships, to identify risks, efficiencies and areas for improvement
- Review of the Courts Administration Authority contact centres, 2010
- Project management of the development of a transition plan for the Department of Treasury and Finance, Shared Services South Australia, November – December 2007
- Induction program design for Insolvency and Trustee Services Australia’s national contact centre, 2006
- Project management, Boost Recruitment in Contact Centres (BRICC), Australian Teleservices Association SA Chapter, 2006
- Review of the Customer Contact National Training Package and development of revised and new competency standards contracted by Innovation and Business Skills Australia 2006
- Review of NEC’s, National Contact Centre (NCC), December 2005
- Review of the South Australian Housing Trust Telephone Customer Service Centre, 2005
- Professional development for Customer Service Representatives, Team Leaders and Contact Centre Managers
- Facilitation of the Australian Teleservices Association (ATA) Industry Training Network, Disability Employment Projects and the National Contact Centre Training Provider Network
Teleworking and Working from Home (WAH)
Building upon experience in Work Life Balance, WPAA has developed a toolkit for working at home, undertaken action research into teleworking, built a skills profile for teleworker and manager and is working with the contact centre sector as they increase the number of teleworkers into the future.
