Business Contact Centre
The Business Contact Centre represents the face of an organisation to its external audiences. By delivering a positive customer experience, the contact centre can contribute directly to current sales as well as to future brand loyalty and corporate reputation. But rather than seize this opportunity to add strategic value, many organisations adopt a strictly tactical, cost-focused approach to contact centre management.
Leading organisations recognise that the contact centre can enhance the customer experience. These firms invest in agent compensation, training, and empowerment, and establish problem management as a cornerstone of the operation. By making the customer experience a top priority, such initiatives can transform the contact centre from a cost-cutting operation to a value-building enterprise.
Compass helps organisations fulfil the contact centre's potential to deliver business benefit. Capabilities include identifying appropriate priorities for staffing and training, defining relevant metrics and performance indicators that make it possible to recognise problems and their underlying source, and developing processes to track and report on problems and their status.