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Call centre consulting

Operational effectiveness and service delivery

 

Service assessment: front-line and support

 

Competencies, resourcing levels, staff ratios and supervision

 

Technology supporting helplines, call centres and high-volume processes

 

Planning and monitoring of staff resources

 

New business models and workflow management

 

Key performance indicators and management information

 

Benchmarking, quality assurance and efficiency issues

 

Assessment of recruitment, training and competencies

 

Demand management

 

Literature distribution services

 

Software for the strategic and operational assessment of call centre-based services

 

Call centre training for advisors, agents, supervisors and managers