The results are what customers think about your whole organisation.

 

Touchpoint Change’s early roots are in contact centre transformation.  We understand what it takes to create a buzz and get your teams working together for your customers through a range of services, including:

 

•  Set up (strategy to design and implementation) - from the planning and design through to implementation and operation – how to get the most of out of your new centre or gain more capacity from your exiting one 

 
•  Building teams - role definition, profiling the best people for your team (those who will fit in easily, perform well and be committed) followed by skills development and continuous improvement 

 
•  Training and coaching - developing manager and agent skills for higher performance, higher satisfaction and better careers – including service, sales, customer management and complaint handling

 
•  Performance improvement and troubleshooting - capacity and shift planning to ensure optimal operation from day one, creating a balanced performance framework to report success and spot issues early 

 
•  Outsourcing your operations - helping you decide whether or when to outsource; how to approach it, where to locate it and how to avoid the pitfalls

 
•  Exploiting technology - helping you make the most of your investments, reduce costs and make new technology work for you without a large capital outlay

 
•  Operational reviews - providing an independent benchmark and prioritised actions for performance improvement, process redesign, staff development and culture change

 
•  Project & interim management - hard-won experience made available to oversee your projects or operational teams, ensuring delivery to time, budget, quality and service levels

 

Our approach is practical so contact us to talk through what we can do for you.