Our Philosophy

It is easy to say “we are experts; we know what we are doing”! But as a smart customer you must become familiar with how we see the contact centres and how we approach any given problem, and to feel comfortable that we are focusing on the same target. It is our strategy for action and the way we approach it that sets us apart from other consultants.

Strategy

A strategy for action deals with determining the direction you want to go before spending energy and resources on improvement initiatives. A strategy for action is especially beneficial when developing an overall plan to move the call centre business forward.
We have chosen a strategy that we believe:

  • Is simple to understand in a broad sense
  • Is easily communicated
  • Can be divided into smaller manageable projects as time and resources permit
  • Honours our worth as call centre professionals

The strategy takes two directions. One leads to operational excellence while the other builds the call centre into a strategic asset. Sometimes the appropriate choice is not obvious and it is necessary to first make a quick assessment of your current situation. To assess your current situation and determine what each choice has to offer, please visit our Choices page.

Operational Excellence Attributes

Operational excellence is one direction. Visit this section to see the characteristics of a call centre using this action strategy. It deals with the basic processes required to operate a call centre. This path leads to performance results at benchmark levels in the areas of employee and customer satisfaction, costs and revenue.

Strategic Asset Attributes

Becoming a strategic asset is another direction. Visit this section to see the characteristics of a call centre using this action strategy. It deals with processes that will leverage the unique position of the call centre and make contributions that add value to a company. This path leads to investment in and growth of the call centre business.

Approach

In general, our approach is built around solving the real problem for the customers and helping them take the ownership of the solution and its continuous improvement. Our engagement plan involves the following five stages and although we can manage all five stages, it is the customer who decides where they require assistance.

Symptoms:

  • Current Situation Assessment
  • Gap Analysis
  • Need for Change
  • Target Setting

Analysis:

  • Grid Analysis
  • Hypothesis
  • Data Collection
  • Alignment

Solution:

  • Identify Solution
  • Assess Impact
  • State of Readiness
  • Recommendation

Action:

  • Detailed Work Plan
  • Test Site
  • Change Management

Continuous Assessment:

  • Measurements
  • Assessment
  • Continuous Improvement

Obviously not every project requires in-depth and detailed action for every stage, but we believe that such structured framework provides a broader view to each initiative. We work very closely with our clients to not only move the project forward but also to ensure that they can repeat the process internally on an ongoing basis and without a continuous need to external resources.

Please contact us to discuss our strategy and approach in more detail.