Sinclair Voicenet, the UK’s only NICE Certified Consultancy Partner, has launched an innovative new consultancy service tailored to meet the needs of smaller contact centres from 4-200 channels.
Delivered by accredited consultants with extensive experience in diverse market sectors, this new consultancy service will enable organisations to optimise new or existing installations of interaction recording and quality management solutions to meet business requirements, reduce costs and deliver an improved customer service.
“As the UK’s longest established provider of interaction recording solutions, Sinclair Voicenet is uniquely qualified to deliver this new service that enables smaller contact centres to share invaluable best practices and insights that have proved successful in other organisations,” commented Sinclair Voicenet. “Based on the universally recognised NICE Consultancy programme, it provides a vital layer of on-call expertise for smaller contact centres that cannot justify the in-house resources enjoyed by larger operations.”
Sinclair Voicenet’s SMB Consultancy service starts with a comprehensive needs assessment to ensure that interaction recording and quality management applications are configured correctly to efficiently measure and track contact centre performance. Working closely with in-house staff, quality programmes are designed and implemented to help organisations understand and manage how well their products and services meet the expectations of customers. Also revealed are urgent quality issues such as agent knowledge gaps, process inefficiencies and sales ineffectiveness requiring immediate and rapid action.
“Optimising installations of interaction recording and quality management applications will allow smaller contact centres to embed quality management throughout the organisation, improving performance, increasing customer satisfaction levels and reducing costs,” concluded Sinclair Voicenet.
Sinclair Voicenet also conducts post-implementation consultancy sessions to quantify the impact of quality management and suggest further improvements to current processes and workflow.