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Multi-Channel Call Center/eBusiness Assessment, Strategies & Design

e-Business/eService Consulting Services

We offer a full range of e-Business/eService consulting services that includes the development of comprehensive strategies to integrate electronic commerce technology, processes, and methodologies into traditional call centres.

We are a vendor-neutral consulting firm, providing independent advice and expertise to help you assess your current technology and organizational infrastructure to design the most effective Web-enabled strategy and tactics to enable you to meet your electronic commerce business goals.

Truly integrated multi-channel access represents a whole new way of interacting with customers.  We can help you define and implement a phased Web-Enabled/TeleWeb sales and service model – one that expands customer access and at the same time integrates effectively with your call/contact centre – in a manner that will meet the unique requirements of your business and your budget constraints.

In addition to technology recommendations and selection, we have the expertise to define process changes needed; develop Web-based Quality Standards and templates; and identify skill and staffing requirements, and develop the training needed.

We have the expertise to consult with clients on the following types of e-Business/eService projects:
Our Consulting Expertise
  • Define/refine the e-Business/eService vision and strategy that is aligned with the organization’s goals and core competencies;
  • Define the business requirements, including functionality and technical requirements;
  • Define the CRM interface requirements;
  • Identify the customer segmentation requirements – analysis of customer transaction patterns, channel shifts, contact centre skills, and customer routing and service patterns;
  • Define the Web-based technologies, suites, and applications that meet the business requirements;
  • Assess current technology and define the integration requirements;
  • Conduct the “gap analysis” for technology, processes, and infrastructure;
  • Analyze and define potential self-service applications;
  • Assess IVR structure and recommend steps to correlate with Web self-service application, if applicable;
  • Reengineer applicable processes for e-Business/eService applications;
  • Develop a phased 5-Year e-Business technology/plan, including the vision and strategy for future customer contact;
  • Identify technology solutions and applications that meet the business requirements from a functional and technical perspective;
  • Develop the business case, ROI’s, and cost/benefit analyses for Web-enabled technologies and applications;
  • Define a short-list of vendors that meet the basic business requirements;
  • Lead the development of the selection criteria and the selection of the technology vendor(s), as an impartial experts;
  • Forecast the contact centre staffing requirements to meet the new eService demands;
  • Define agent skill, training, and performance requirements as well as the contact centre metrics, including quality assurance standards for electronic customer transactions.
Our Consulting Approach

Developing a Web-enabled contact centre is complex – involving people, process and technology.  We provide the guidance you need in considering the impacts of the major technology influences involved in successfully integrating Web-Enabled technology.  The result is a successful migration from call centre to customer contact centre for multi-channel access.

This is an absolutely essential first step – so that an off-the-shelf solution may be identified that matches the client’s business requirements very closely.

The right choice of a Web-enabled tool suite/technology application will mean a seamless integration with the rest of the call centre technology applications and eliminate all but the essential customization that is invariably involved.

This is a critical consideration because long term the goal is to automatically “append” customer contacts to the customer’s file – without human intervention.

Starting with the CRM solution means that future integration directly to the customer database is much easier and more robust.  The CRM consideration is important because it facilitates the automatic posting of emails and other electronic correspondence directly to the customer’s account.  This approach facilitates handling of electronic contacts once the volume grows substantially.

Typically, healthy ROI’s can be developed on the labour savings aspect alone – not to mention the cost/benefits savings by reducing error rates and lost communications associated with manual handling and posting of electronic correspondence.

Identifying a Web-enabled tool suite that easily integrates with the current ACD/PBX platform is also important.

Over the next several years, customer segmentation  will extend to channel access across most businesses.  Multi-channel segmentation means that customers will be identified for priority treatment in a “channel-agnostic” environment.  That is, premier customers who come in on an electronic channel (email, chat, call me buttons) can be handled ahead of non-premier customers who call on the phone.

This may sound radical for the traditional call center, but it is coming and the “best-of-breed” centers are looking for ways to handle their best customers with timely access, with the most proficient and skilled agents – regardless of channel – without overstaffing.

The ACD/PBX platform becomes a very important factor since the multi-channel ACD will perform the same functions as the traditional ACD, that is, prioritizing, routing, and reporting on customer contacts.  Electronic contacts in the eService world will be treated just like calls for the purpose of prioritizing, routing, reporting, and tracking.  Skills-based routing becomes an important consideration in a Web-based multi-channel contact centre.

There are numerous technology vendors offering e-Mail Response Management Systems (ERMS) and Web-Tool Suites – many with outstanding functionality.  However, most have preferred ACD/PBX partners and as such the choice of Web-enabled technology should carefully consider the current ACD/PBX platform and future requirements.  We can help you sort through the hype and ensure the right choice is made.