Your contact centre is often your main customer interface - but is your contact centre really fulfilling your business needs? Has your contact centre met your expectations for return on investment (ROI) and profitability?
Veridian Solutions conducts high-value performance assessments designed to solve critical problems and identify areas for improvement in your contact centre. The end result is a prioritised action plan that empowers you to make firm decisions and achieve the highest levels of customer satisfaction, client retention, ROI and profitability.
Each Veridian performance review brings you the benefit of our team's diverse skills and more than 10 years of experience in optimising contact centres.
There are 4 specific ways we help businesses streamline and improve their customer service or call centre.
Contact centre reviews
Project management
Definition of tender requirements
Independent review of proposed solutions.
Click here to get FREE Independent Contact Centre review ($600 Value)
Contact Centre Review
You service your car every year to protect your investment. Your call centre should be the same: To get the best return on your investment, you have to make sure it's running smoothly. Our Centre Review gives businesses a snapshot of how their facility is working compared to their peers. It's an opportunity to iron out any problems, be they procedural or technical.
We have the experience to show you how to make the most of the technology already in place, to make sure you are using all its features and maximising its efficiency. We'll also make sure you're aware of the latest innovations in call centre technology, so you can make an informed decision about future requirements. Usually, our Centre Review is conducted over a few days and our practical, easy-to-read report is in your hand within the week.
Case Study #1:
Major Financial institution
Scenario: The customer service team in this large organisation routinely deals with complex enquiries or customers. Resolution usually required follow-up outside the initial call, after which the agent would need to communicate the result to the customer.
Problem: The customer relationship management software was not able to schedule a call-back. Instead, the agents used post-it notes as reminders and had them stuck all over their desks. This resulted in inconsistent ability to get back to the customer. The customer usually had to phone back on several occasions in order to have the issues resolved.
Solution: We improved productivity by assisting agents to manage the customers' expectations rather than promising a call-back they couldn't deliver.
Case Study #2:
Large Resource Supplier.
Scenario: This company boasts a large contact centre of over 50 agents throughout Australia. Many of their customers preferred fax as a method of communication with the company, so fax gateway technology was introduced.
Problem: No increase in productivity, as the fax gateway was directed to one agent who then had the job of handing out all the faxes to the appropriate departments. Eventually the expensive new technology was just switched off.
Solution: We helped to change the organisation's procedures so that faxes were distributed to available agents and dealt with straight away. This resulted in greater efficiency and improved.
Project Management
Investing in a new contact centre? Perhaps it's time to upgrade your infrastructure or software. How do you know you're making the right choice? How will you make the decision that gives your business the edge?
At Veridian, we design, scope, build, deploy and support contact centres all the time. Unlike your business, where the contact centre is just one cog in a larger wheel, contact centres are our core business: we deal with them in every respect, every day. So, instead of worrying about how to make the right decision, let us be your safeguard.
We can manage the scope of the project and make sure you get what you expect. We have existing relationships with all the technology suppliers so we know how to build accountability into the tender. This helps you avoid costly errors, eliminate “scope-creep" and get a realistic picture of the timing and costs.
Our experienced project managers have years of experience in deploying contact centre technology and will be able to direct you to the solutions that will meet your business requirements.
Click here to get FREE Independent Contact Centre review ($600 Value)
Definition Of Tender Requirements
Veridian is well known by call centre technology suppliers as a savvy industry watchdog. Because of our vast experience and mix of business and technical expertise, we can assist you in defining your tender so it delivers what you actually want. In return, you'll receive a clear proposal from suppliers who will understand how to meet your needs.
You probably are already weary of the many hidden traps in the requisition and supply of technology. We know where they are and how to avoid them! Future upgrade costs are just one example of additional expenditure you need to consider and specify in your tender.
Independent Review Of Proposed Solutions
Perhaps you've already identified what you want to buy. Now you are in a position to choose from several suppliers. The problem is: all the proposals look great. Only experience can tell you which proposal is most realistic. We can provide an independent assessment of the proposals, and help you to understand work out which one suits your business best, and why.
As a company, we deliver several important benefits that individual consultants can't provide: Firstly, our track record as call centre specialists will reassure you that we know can help you make the right decision the first time. Secondly, our standing in the industry as leading solutions-based systems integrators means your suppliers will readily take our recommendations on-board.
Click here to get FREE Independent Contact Centre review ($600 Value)
Delivering The Solution
Veridian can deliver both the business driven requirements and technical solutions for your best practice contact centre. We create real value by designing a reliable and flexible system that delivers on its promises. We work with you to help you distinguish between the different technology options and select the best fit for your needs. This unique service approach provides you with a complete technical foundation for customer relationship management. The result is a contact centre that provides a tangible return on investment.
Veridian adds significant value to projects through its insightful business process analysis. We have a wealth of experience in reviewing customer interaction and service delivery processes. Our daily focus is optimising call centre automation technologies to achieve the specific business objectives of our customers. Use our experience to discover your potential.
Case Study #3:
Major Health fund.
Scenario: The organisation had prepared a tender to refit their call centre with new integrated hardware and software. Responses were received from industry leaders as well as smaller players, each offering a different solution.
Problem: How does a company in the business of health-care determine the best option from the array of highly technical and complex solutions offered?
Solution: Veridian was able to assess and explain the different options and identify potential consequences for the business. A large multinational supplier was chosen as a result of the direction from Veridian. We continued to safeguard our client by identifying trouble spots such as unrealistic implementation timing. This streamlined communications and understanding between the two organisations and resulted in the customer's business requirements being met.
Get a FREE Independent Contact Centre Review ($600 Value)
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