Voice channel consultancy

The more products or services you sell, the more calls your (international) customer service receives. And as your reach increases, more routing is necessary to make sure calls are answered in the right place. Do you still see the big picture?

Use our knowledge and experience for a voice channel health check and find out:

• If your current customer service call routing set-up can be optimized
• If your back-up plan in case of call spikes and overloaded contact centers is up to date
• If your (international) customer service telephone numbers still comply with local rules and regulations

You have scaled your products and services offering across borders. In this journey, you may have implemented a variety of platforms using multiple in-house experts and external service providers. Maybe it is time for an infrastructure assessment to find out:

• If your current infrastructure is fit-for-growth
• What’s your desired architecture, best-of-breed or best-of-suite?
• If your legacy and bespoke software should/can be integrated
• If you are taking full advantage of the benefits of using cloud and/or on-premise solutions

Having assessed your current infrastructure and business needs, the next likely step is to investigate which communication platform is future proof. But with so many options, how do you find the best fit? Let us be your guide in the world of (cloud) communication platforms and find the best fit for your needs:

• Describe uses cases, functional and non-functional requirements
• Prioritize requirements from different perspectives: business, marketing, users, financial
• Briefing and debriefing of potential vendors
• Prepare and organize vendor demo’s
• Assist in your decision documents and presentation

We live in an experience economy. It’s important to create a single view of the customer, be able to communicate cross- and omnichannel. Ask us to periodically scan the customer experience in your customer service domain to identify possible improvements:

• Optimization of inbound channels
• Test and validate new ways of voice channel interactions
• Costs versus experience optimization