Making Complexity Manageable
Today’s challenges demand a quick and smart way of working. Digging deeper and going further to lead the way in efficiencies. Our people-centred contact centre consultancy brings solutions, that work.
See how we can help you manage with the complexity removed.
Who we are?
Over 30 years of industry experience
Our GLOBAL CONTACT experts have countless years’ experience within the contact centre arena. Many have worked within the industry for over 30 years. We pride ourselves on guidance, recommendations and action driven by first-hand experience of successes and lessons learnt.
What we Do
We help businesses improve their customer service operations by providing guidance, advice, and expertise related to contact center operations.
GLOBAL CONTACT helps businesses improve their customer service operations by providing guidance, advice, and expertise related to all aspects of the contact centres. We work with businesses to identify areas of improvement, we recommend solutions, and help implement those solutions which leads to increased customer satisfaction, loyalty, and revenue.
We offer many services that concentrate on specific areas within the contact centre, or provide overall reviews of your full operation to help determine where best to place efforts.
Our Expertise
Contact centres are configured making up many areas that must work well together.
GLOBAL CONTACT will ensure that all areas of your contact centre are not only working great but are working great together in a unified approach towards your company goals.
Our knowledge span encompasses all aspects of contact centre workings:
Training
From agent excellence to Exec coaching.
Recruitment
From business strategy to onboarding journeys.
Operational Management
From meeting cadence to structural effectiveness and efficiency.
Customer Journeys
From creation of new to the review, improve and repair the existing.
Planning
From resource planning, forecasting and capacity management to budgetary processes.
Real Time Management
From WFM to CRM, Telephony solutions and IVR management
Technology
From WFM to CRM, Telephony solutions and IVR management.
Data
From Management Information to Business Information, and, how it should be used to make informed decisions.
Change
From every day to strategic.
Continuous Improvement
From building a framework to embedding the culture.
PMO
From organisational framework ensuring efficient working to embedding rigour, control, and due diligence.
Resourcing
From Inhouse to Outsource and /or Onshore to Offshore strategies.
Our Services
Improve your customer service operations
Whilst services will be designed according to your individual needs, GLOBAL CONTACT provide offerings in the following areas:
