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Call Center Consulting
A healthy contact center management process can bring continually enhanced business value to the organization. Our expert consultants work with clients to create contact center strategies and tactics that are aligned with their institution's mission and objectives. We approach communications and information technology by evaluating the specific needs of each client organization, then linking those needs to new ways of enhancing customer experience and operation efficiency.
Why Choose Our Call Center Consulting?
With our technology-enabled contact center solutions, our consultants design call flows, workflows, self-service, and management applications to serve your customers in excellence, creating a satisfying work experience for your employees while optimizing operation performance.
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How do our Contact Center Consulting Services Deliver Value?
Infosys BPM’s Customer Service practice brings together all its experience, industry-leading practices, tools, and methodology that helps companies align their Customer Care processes to meet their strategic objectives and goals, ensuring seamless operation and exceptional customer satisfaction:
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Customer Care Maturity Assessment
Infosys BPM Customer Care Maturity Assessment, led by experienced consultants, takes a structured approach that delivers on the client’s established strategic requirements for their contact center -
- Strategy Development – Confirm client’s Customer Care Strategy with both internal and external view to enhance customer engagement
- Assessment – Gather Customer Care operational data and develop current state analysis of the canter’s performance
- Solution Design – Develop future state Customer Care solution options, tailored by our consultants, along with an implementation roadmap for the center.
- Implementation - Support clients with the implementation to optimize operation efficiency.
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Customer Care Optimization
Comprehensive Customer Care Assessment to deliver optimization across the following core operational capabilities in the contact center –
- 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
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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
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