Highlights from blog

Strategy Assessment & Project Management

Call Center Expertise

We help you maximize service delivery, increase efficiency, and reduce costs through comprehensive customer contact strategies and project management. Our expertise involves the development of a comprehensive analysis and strategy, including quantifying the advantages, risks, opportunities, and costs as well as project management for a number of call centre initiatives, including:

  • Web-enabled/Internet Call/Contact Center Design
  • Customer Relationship Management (CRM) Opportunities
  • Business Process Reengineering/Redesign (BPR)
  • Call Center Management Systems
  • Performance Improvement Initiatives
  • Customer Self-service: IVR & Web-based Applications
  • Call Center Start-up/Expansion and/or Outsourcing
  • Call Center Technology Solutions Purchase/Upgrade & Automation
  • Consolidations: Multi-site & Physical/Virtual

Benefits & Results

Let the call centre experts from Callenable  help you by developing a comprehensive strategy and managing your call centre project or initiative. Our proprietary methodology is conducted on-site with your staff. This ensures buy-in, transfer of knowledge, and project cost efficiencies.

Deliverables & Project Steps

Examples of deliverables and the project steps required to develop a comprehensive strategy and manage the project are shown below:

  • Define the situation-the situational analysis.
  • Research and analyze relevant industry and contact trends and forecasts
  • Analyze and assess the call/contact centre technology.
  • Conduct related industry and call/contact centre benchmarking.
  • Analyze and assess the impact of the project on the current customer base.
  • Identify, analyze, and assess the opportunities, risks, and critical success factors
  • Define the operational costs and savings opportunities.
  • Define the benefits, ROI’s, and paybacks.
  • Recommend the investments, options, and action steps.
  • Manage and coordinate the project.