Diagnostic
Contact Centre Review Australia
An independent review of contact centre demand, quality, cost-to-serve, workforce and technology, with a prioritised plan rather than a diagnosis.
What it is
What a contact centre review helps you improve
Demand and avoidable contact
What is driving demand, and how much of it is avoidable contact your customers should not need to make.
First contact resolution
First contact resolution and the escalation patterns that follow when it fails.
Knowledge, scripting and quality
Knowledge, scripting and quality assurance, and where they create effort instead of removing it.
Workforce experience
Workforce experience and the operating rhythm that shapes it day to day.
Technology and reporting gaps
Technology, reporting and analytics gaps that leave demand and quality issues invisible.
How we do it
Operations and technology, reviewed together
The review is run by people who have managed contact centres and bought the technology inside them. The output is a ranked list of improvements to demand, quality, cost to serve and reporting, each with the effort and dependency behind it.
Customer Science reviews contact centre technology, reporting, routing, knowledge, workflows and operating practices together, because performance usually depends on the whole system. The review is designed for Australian organisations with complex customer service, contact centre or multi-channel service environments, including government and enterprise teams.
Where your centre sits
From call centre to customer experience centre
Contact centres move along a path from a cost to be minimised towards a source of value. Each stage asks different skills of the people on the phones and is measured differently.
Call centre: it's a job
A phone-based, transactional cost centre, run to minimise cost. It dilutes value.
Key skills: patience, attention to detail, product knowledge, and following policy and procedure.
Measured on: average handling time, grade of service, attendance, compliance and complaints.
Contact centre: it's a skill
A multichannel, interactive cost centre that is valued by the organisation. It is value neutral.
Key skills: staying calm and positive, being goal oriented, technical skills, finding hidden information and interpreting rules.
Measured on: quality assurance scores, first contact resolution, adherence to schedule, customer experience scores, and abandonment, speed of answer and transfers.
Customer experience centre: it's a profession
Proactive and relationship based, with "super" agents who solve problems and direct their own work. It generates value.
Key skills: emotional intelligence, a learning orientation, resilience, and a focus on customer and business outcomes.
Measured on: customer experience scores, customer effort and loyalty, first contact resolution, next best action offers and the value generated.
Questions
What people ask before booking
- What does a contact centre review include?
- It can include performance data, journey and demand analysis, workforce interviews, quality review, technology assessment and improvement prioritisation.
- Can you review technology as well as operations?
- Yes. Contact centre technology, reporting, routing, knowledge, workflows and operating practices are reviewed together, because performance usually depends on the whole system.
- Is this suitable for government and enterprise teams?
- Yes. The review is designed for Australian organisations with complex customer service, contact centre or multi-channel service environments.
Book a contact centre review
Tell us about your contact centre and where the pressure is showing up. We will come back to you to scope the review.