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Strategic Consulting - OPT Review

A review of your Customer Contact Operation, People & Technology.

We review and assess your current contact centre business procedures, systems and methods through operational, people and technology aspects to identify areas of business improvement.

Our recommendations are presented to management for review and discussion to determine the most appropriate priorities and actions for implementation.

Any areas of development outside of our scope of specialisation would be referred to industry specialists subject to your approval. As a vendor neutral provider of services, we can assist with an independent assessment of where specific solutions may be best obtained given your needs, budget and timeframes.

The OPT Review may include any of the following key areas:

  • Workforce planning and optimisation
  • Systems, processes and procedures
  • Continuous improvement
  • Management of innovation and change
  • Technology selection, evaluation and implementation
  • Business strategy and planning
  • Customer service management and strategy
  • Campaign design and fulfilment
  • Staff management and development
  • Budgeting and financial management
  • Business planning

Call us on +61 03 9500 2050 if you would like to discuss the ways in which you can leverage our experience for your benefit.