Contact Centre Immersion Package

Do you ever wish you could wave a magic wand and solve the challenges you face in your contact centre?

Real Results helps its customers to:

  • Improve efficiency
  • Improve customer experience
  • Increase sales
  • Decrease complaints
  • Reduce staff attrition
  • Update systems, technology and processes

Do you suspect that the performance of your contact centre could be improved in one or more of these areas but aren’t sure where to start?
How does your contact centre performance compare against your competitors and against best practice?
Are you certain that there needs to be some investment made in the  technology and people in your contact centre but are unclear of the priorities or options?

In just 3 days industry expert Carolyn Blunt will analyse the performance of your contact centre and provide a tailored report to guide you to the right next steps.

Typical Immersion Package Agenda

Our Immersion Package follows a tried and tested methodology of intensive investigation and discovery.

A typical 3 day contact centre immersion works as follows:

Day 1

  • Identify your Real Result
  • Understanding your Customers
  • Understanding your Employees

Day 2

  • Reflections on Day 1 findings
  • Call Listening
  • Managers Focus Group
  • Front Line Focus Group
  • Stakeholder Focus Group

Day 3

  • Multi-channel contact analysis
  • Assimilation Time
  • Final Presentation
  • Closedown and Report Production

 

Why choose Real Results?

Carolyn is Managing Director of Real Results, a consultancy that for over a decade has worked with contact centres to improve performance. Carolyn is especially renowned for identifying opportunities to improve customer experience and sales whilst creating efficiencies.

Carolyn is co-author (with Martin Hill-Wilson) of the book ‘Delivering Effective Social Customer Service’ published by Wiley.
As a renowned consultant, industry writer and speaker Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine. Carolyn is an engaging and trusted speaker for ‘Customer Contact Expo’, ‘The Forum’ and ‘Call Centre Helper’. Carolyn is a member of the CCE ‘Board of Experts’ and the lead judge for the CCMA Awards ‘Most effective learning and development programme’ category.

Return on Investment

Typically our customers recoup their investment in the Immersion Package at least x3 over. You will achieve ROI through performance improvements, savings and revenue gains; and further still from the real results of your highly targeted training and coaching investment.

Duration

3 Day Immersion package including tailored report.

Time

9am until 5pm of intensive discovery and interview sessions.

Where

3 Days on-site in your Contact Centre

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