Provision of Interim Management resource to undertake troubleshooting activities and deliver significant performance improvement / change programmes, to deliver 'Skills Transfer' programmes or to cover the absence of permanent managers (during maternity / paternity leave or during the recruitment of managers).
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Delivery of Operational 'Healthcheck' Reviews to identify improvement opportunities or cost / benefit analysis of enhancing strategic management, people management, planning and forecasting processes, quality management and IT and telephony systems. As a result of the 'Healthcheck' our customers receive a full, highly detailed report on the strengths and weaknesses of current ways of working, together with recommendations for improvement.
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Delivery of Call and Contact Centre Management Seminars on behalf of ICMI (Incoming Calls Management Institute).
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Development and implementation of Quality Management Processes. Many of our customers have benefited from our consultants working with them to develop quality processes for all types of media either during contact centre start-up, consolidation or because there is no consistent process in place or the process is simply not working. Our consultants will develop the process, the documentation and the ongoing management responsibilities to ensure that the process supports the delivery of service in line with customer expectations.
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Delivery of Mystery Shopper Services. Either in tandem with the provision of support in the development of Quality Management Processes as above or as a stand alone service, we provide an objective service which helps you understand the service you provide from the customer's viewpoint. Our reporting provides detailed analysis which enables you to develop the quality of service on an ongoing basis.
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Delivery of Contact Centre Management Recruitment Services. We work in partnership with our customers to attract, assess and select managers that not only bring with them the right skills, knowledge, behaviours and experience but also that fit culturally within the operation and the business. As part of this service we may develop and deliver the whole process or simply provide resources to support the delivery of an existing process - or anything in between (all the time taking an educational approach so that you learn throughout the support process). Whilst we tend to specialise in supporting the recruitment of managers, we also help organisations with the recruitment of team managers, team leaders and agents.
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Delivery of Forecasting and Planning 'Healthcheck' Reviews to identify specific improvement opportunities in the forward planning and scheduling process. Whether you have a Workforce Management Tool or are using more manual methods such as spreadsheets, our consultants will provide a full, highly detailed report on the strengths and weaknesses of current ways of working, together with recommendations for improvement.
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Supporting the development of your Customer Access / Contact Centre Strategy. This very bespoke service involves bringing together your Directors and 'Heads of' to agree a strategy for the development of the service you provide to your customers and is facilitated and guided by our consultants.
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Design, development and delivery of Bespoke Contact Centre Training programmes. Our consultants undertake a full training needs analysis to identify requirements before designing learning and development programmes to meet unique staff and organisational needs.
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Provision of Contact Centre Consultancy. Improvement Solutions is not tied to vendors and so all advice and support we provide is totally unbiased and independent. Examples of our consulting assignments include:
- Skills transfer projects to up-skill contact centre managers
- Specification of requirements for systems development and procurement
- Specification of outsourcing requirements and identification of outsourcing partners
- Design and implementation of contact centre staff satisfaction surveys
- Design and implementation of customer satisfaction surveys
- Development of contact centre operations manuals
- Business Process documentation and re-engineering
- Development of Staff Retention Strategies
- Project Management and/or support during Contact Centre start-ups, consolidations, virtualisation or integration (as a result of mergers and acquisitions)
- Development of vocational qualifications on behalf of Sector Skills Councils, Universities and Awarding Bodies
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