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Our Services
We provide the following niche and bespoke services:
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Contact Centre Assessments
Contact Centre Best Practice & Standards Audit – conducting contact centre audits to identify gaps in best practice and established standards achievement, to list areas for improvement and provision of an action plan to improve the current performance levels being achieved in the contact centre in the most cost effective and efficient way.
- Best Practice Contact Centre Audit and Assessment aligned to world class best practices and the South African Bureau of Standards for Contact Centre’s
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Contact Centre Coach Job Profile Assessment – Assess the current performance level being achieved by a selected contact centre individual against the corresponding best practice profile for that role, identify current gaps in outputs, list areas for development and define development action plan. |
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Contact Centre Academy
Contact Centre Academy
– providing leadership, management, supervisory and specialist support skills programmes and customised training interventions to provide all your contact centre operational training programmes as an outsourced partner. All our training programmes are modular, practically applicable to work situation, operationally focused aligned to SAQA, SABS Call Centre Standards and global best practices.
- Contact Centre Leadership & Management Training Programme– 6 days
- Inbound Call Centre Management– 6 days
- Outbound Call Centre Management– 6 days
- Contact Centre Supervisory Skills Training Programme – 6 days
- Contact Centre Specialist Support Services Training Programmes
- Project Management
- Business Analyst
- Workforce Optimization and Planning Specialist
- Reporting Specialist
- Quality Assurance Management Specialist
- Training & Skill Development Specialist
- Outsourced Skills Development partner for all training needs within contact centre
- Contact Centre Train The Trainer programmes *
- Development of Training & Induction programmes
- Provision of generic training modules
- Customization of training programmes
- Customised In-house Induction Training
- Customer Handling Skills & Service Focused Telephone Techniques Training
Executive & Professional Coaching – conducting contact centre professional coaching services to develop middle and senior management levels as per defined key result areas and project. |
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Contact Centre Strategy and Operational Management
Contact Centre Strategy and Operational Management Consulting Services – provision of specialised consulting support services and / or facilitating or managing the development of the contact centre strategy and operational management plan or deploying specialist skills as an interim measure.
- Contact Centre strategy development and deployment programme
- Contact Centre operational & tactical planning programme
- Contact Centre performance management development and deployment programme
- Rewards and Recognition development and deployment programme
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Contact Centre Client Liaison and Vendor Management Contact Centre Client Liaison & Vendor Management – providing a client liaison and vendor management service to all organisations that are thinking of or have outsourced or co sourced specific functions or their entire contact centre operation. Providing specialist support services to the organisation ensuring the achievement of the defined Service Level Agreement between the Client and the Outsourcer.
Translating the clients customer contact and relationship management strategy into call centre operational requirements, specific operational and tactical activities to be performed, monitored and reported on.
Managing the overall achievement of the Client’s customer contact strategic plan and focused at continuously improving the operational requirements to improve results and reduce costs.
- Outsourced or Co-sourced client liaison and SLA programme management
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Client References and project outlines available on request. |
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Contact Details:
Lynnette Morris
Managing Member & Executive Coach
Mobile: 083 252 5154
Office: 011 486 4369
lynnette@contactcentrecoach.co.za |
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