Consulting Services
Our consulting services cover all activities link to the organization, development, and management of a Customer Contact Centre. - Diagnoses and optimisation
- Human Resources
- Technologies
- Management measures
- Quality Assurance
- Call centre audit
- Training and skills improvement
Expertise
Our team of professionals has the expertise and know-how to deal with diversified operational projects in the customer contact center environment.
Triad Services field of expertise:
- Strategic studies and market analyses
- Benchmarking studies, on the CCC industry’s best practices
- Feasibility studies
- Call center audits
- Optimization of management process and procedures
- Customized training sessions in customer service and sales
- Development of request for proposal. Support in purchasing and implanting new technologies
- Enhancement of the recruitment, training and coaching process
- Review of the workforce planning process
- Implementation of quantitative and qualitative performance measurements
- Planning, design and implementation of quality assurance programs
We have created tools and many training sessions, all adapted to your CCC environment. These tools and training sessions aimed at improving your resources’ skills and optimizing your operational processes. Agent | | Supervisor | | Director | - Recruiting and hiring processes
- Services and sales programs
- Remuneration and incentive plan
- Assessment programs
- Employee turnover rate optimization
| | - Objectives specifications
- Management indicators
- Management reports
- Performance and productivity
- Cost per call
- Creation of a scoreboard
| | - CCC management
- Organizational structure review
- Management self-assessement
- CCC technologies
- CCC visits
| Workforce planner
| | Customer relation management | | Coaching
| - Annual capacity plan
- Evaluation of remunerated hours
- Workforce planning
- Performance indicators
| | - CS evaluation grids
- Complaints management
- Customer/employee satisfaction
- Loyalty and retention
| | - Monitoring techniques
- Observation, evaluation and feedback processes
- Coaching techniques including role playing
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Clients
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