Contact Center Consulting

Our unique methodology to develop a strategy to identify and achieve your goals in contact center planning, implementation and operation can accelerate the success rate of newly established contact centers.

We offer a complete solutions ranging from developing a strategic and tactical roadmaps for performance improvement with suggested timelines, resources and milestones to optimize people, process and technology.

• Successful strategy to satisfying customers
• Training on operational and technology process
• Performance Optimization
• Outsourcing Analysis
• On-demand and on the spot Consulting

Successful Strategy to Satisfying Customers

Contact Center has become the most suitable medium of communication for customers so it plays a vital role in Customer Relationship Management strategy. At Synapse, we understand the importance of customer satisfaction and customer care service so we provide the strategy that is very much crucial for a new contact center before starting its contact center services.

• CRM Strategy Development
• Customer Segmentation
• Customer Retention Programs
• Cross-sell/Up-sell program development
• Multi-channel integration
• Key business metrics development

Training on operational and technology process

We first assess the customer service project of our client’s contact center unit as well as check their systems and operations process. As we want to see your contact center run with huge success so we provide a high-level assessment with detailed and actionable tactical recommendation.

Our referred programs are highly result oriented and can increase the return from many non-performing CRM initiatives.

Secrets of success

At Synapse, we have made it possible by investing our best talents to identify and prioritize development efforts and reallocate inadequate budget to project that yield the best payback.

Our contact center consultancy can also assess the financial benefits and risks of moving contact center activities, business process operation (BPO) and development offshore. This study is highly effective in quantifying the financial benefits, which often results in millions of dollars in savings, and in evaluating the risks.

• ACD Systems
• Voice over IP
• Interactive Voice Response
• Computer-Telephone Integration
• Voice/Data Monitoring and Recording Systems
• Workforce Management
• Multi-site Networking
• Email Management System
• Knowledgebase
• Digital recording systems
• Desktop call center applications
• Call center/Internet integration

Performance Optimization

At Synapse, we have highly qualified and experienced professionals who can conduct comprehensive review of all critical contact center operation and practices to identify opportunity to improve service performance, increase productivity, and manage costs more effectively.

A dedicated Business Excellence team conducts programs to understand your business, your customers, your processes and how you currently operate. We train the professionals of our clients’ contact centers by analyzing their existing customer support secrecies. We make them efficient in call resolutions and call handling. We can redesign the whole process which can match the customer’s expectation.

• Scheduling and Forecasting
• Service Level Performance
• Abandonment Rate/Average Speed to Answer
• Employee Turnover
• Hiring Practices
• Metrics and Quality
• Monitoring and Coaching
• Organizational Structure
• ACD Group Efficiency
• Call Routing Strategies
• Performance Dashboards
• Internet and Channel Integration
• Business Process and Workflow
• CRM Strategies
• Disaster Avoidance/Recovery

Outsourcing Analysis

Outsourcing business process by various business organizations has become an ultimate option of getting quality service at a reduced price. Although some organizations yet to understand the benefits of outsourcing customer support services yet it is indeed beneficial preferring outsourcing customer contact services.

We study our client’s existing in-house call center environment to determine the benefits that can be accrued out of outsourcing/offshoring.
Various options we consider are:

• Complete outsourcing/offshoring
• Selective outsourcing
• Peak/seasonal traffic
• Web-based support
• 24x7 windows
• Blended solutions
• Service Channels

On-demand and on the spot consulting

At Synapse, we offer customized consulting to clients to meet their business objectives while providing the most competitive and genuine fee structures. With expertise in multiple verticals, our consultancy services are tailor-made to suit your specific business requirement. We deliver the strategy and tactics you need to exceed your goals.

• Contact Center Consolidations
• Site Selection
• Misdirected Call Studies
• Business Analytics/Customer Service Analytics
• Quality Studies
• Mystery Shopping
• Benchmarking Studies
• Call Center Simulation
• IVR Solutions