Consultancy Services
Our dynamic and flexible approach to problem solving has made us highly successful and well respected in the market place in a short space of time. The key to our business is to listen to our clients and their needs and help them achieve their goals whether it's improving on performance, reducing costs, increasing customer satisfaction levels or maximizing on revenues, tele-apps provides a complete services model that ensure we meet these targets.
Our close relationship with our clients, our technology partners and the industry puts tele-opps in the unique position to give our clients the comfort of knowing they are with a partner they can trust and not a just a supplier. Our seasoned engineers, tele-care support staff and account team are always available to answer your questions and concerns.
Strategic Planning, in Partnership
Developing the business case as well as hands-on project management and implementation, including defining the right technology architecture at the right time, forecasting staffing requirements, and developing quality and human resource models. These models are then used to drive staffing and related transaction projections for the start-up centre. At tele-apps, we will help you build, maintain and optimize your contact centre that will enable you to maximize on work flow, resources, customer satisfaction and performance whilst reducing overheard and investment needs. Our unique approach to partnering with our clients (at all levels and understanding your corporate objectives, company values and processes, ensures success and ultimately, customer satisfaction guarantees.
Examples of deliverables and the project steps required to design and start-up and/or expand a contact centre are shown below:
- Estimate & Project Call Volumes: Modeling & Scenarios
- Develop Estimated Staffing Projections & Forecasts (Erlang C)
- Analyze Cost Parameters & Service Level Options
- Evaluate In-house/Outsourcing Options
- Define Detailed Start-up Strategies & Project Planning
- Design Customer Contact Processes, Scripts, & Protocols
- Define the Start-up Technology Architecture requirements
- for ACD/PBX/eBiz Portals, Interactive Voice/video Response, Computer Telephony Integration
- (CTI), Web Interaction, Workforce Management & Voice/Data/Electronic Monitoring Technology
- Develop CRM Applications & the Multi-channel Interface
- Define the Agent Workstation & Desktop Requirements
- Recommend the Telecommunications & Network Infrastructure
- Estimate Trunking Requirements (Erlang B)
- Coordinate Technology Vendor Selection & Implementation
- Performance Management Programs for Recruitment, Selection, Training
- QA, & Compensation
- Manage & Coordinate the Start-up/Outsourcing Project
