Call Centre Strategy Services

Genroe offer the following Call Centre strategy services.

Outsourcing and Vendor Selection

• Identifying needs analysis
• RFP for services creation
• Creating Reward and risk models
• Vendor evaluation
• Setting needs requirements
• Support with ongoing relationship management
• Setting KPI & Service requirements setting and evaluation

ROI initiatives and reporting

• Recognising and implementing cross sell opportunities
• Recognising and implementing Up sell opportunities
• Setting up ROI operational reporting and scenario matrixs

Retention strategies – staff

• Identifying best fit remuneration and incentive structures
• Creating and deploying engagement and retention initiatives

Customer Call and operational optimization

• Identifying best call times/operational hours
• Facilitating best practice data integrity and use
• Ensuring best practice Call Centre utilisation
• Recognising and setting Blended agent facilities
• Utilising automatic call distribution flows to maximum advantage
• Identification, resolution and setting up of success for customer needs initiatives

Revenue generation

• Identifying opportunities for Closing the deal
• Recognising and implementing Up and cross sell opportunities
• Initiating opportunities for your Call Centre to be a profit centre not a cost centre

Business rational

• Identifying linkages for Call Centre operations to overall business objectives/strategies
• Identifying linkages for Call Centre operations to customer strategy and customer drivers
• Acknowledging and creating Call Centre strategic actions and rational

Budgets/Costs/Targets

• Setting and review of operational budgets and costs
• Setting and review of costs per transaction
• Target setting and alignment

Technical Systems

• Review of Business systems capability and ease of use
• Review of BAU processes and improvements
• Utilisation of IVR and other tools to exceed business outcomes

Marketing processes (both Direct and Above the line activities)

• Campaign creation ideas
• Setting and measurement of campaign objectives
• Creation of campaign strategies (including multi string )
• Setting up of Campaign delivery processes

Call Centre Configuration and set up

• Providing best practice call centre set up and configuration scenarios and expertise