Contact Center Consulting

Overview

A healthy contact center management process can bring continually enhanced business value to the organization. We work with clients to create contact center strategies and tactics that are aligned with their institution's mission and objectives. Approach communications and information technology by evaluating the specific needs of client organization, then linking those needs to new ways of doing business.

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Why Us?

With our technology enabled contact center solutions, we design call flows, workflows, self-service, and management applications to serve your customers in excellence, and create a satisfying work experience for your employees

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How do our Contact Center Consulting Services Deliver Value?

Infosys Customer Service practice brings together all its experience, industry leading practices, tools and methodology that helps companies align their Customer Care processes meet their strategic objectives and goals:

  1. Customer Care Maturity Assessment

    Infosys BPM Customer Care Maturity Assessment takes a structured approach that delivers on client’s established strategic requirements -

    • Strategy Development – Confirm client’s Customer Care Strategy with both internal and external view
    • Assessment – Gather Customer Care operational data and develop current state analysis
    • Solution Design – Develop future state Customer Care solution options along with implementation roadmap
    • Implementation - Support clients with the implementation
  2. Customer Care Optimization

    Comprehensive Customer Care Assessment to deliver optimization across the following core operational capabilities –

    • Call, Email and Chat Handling
    • Workforce Management
    • Quality & Performance Management
    • Workforce Productivity
    • Hiring and On-boarding
    • Training Design and Management
    • Knowledge Management
    • Rewards and Recognition
    • People Development
    • SLA Management
    • Reporting Management


Request for services

Find out more about how we can help your organization navigate its next. Let us know your areas of interest so that we can serve you better