Contact centre consulting services

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Optimize your contact centre with help from the experts

Like most contact centres, you're looking for new strategies to improve operational efficiency. However, the challenge is in finding the right solutions that minimize costs and make the most of your existing resources.

At Bell, we can help you address the interrelated factors that drive contact centre success – including people, process, technology and strategy. Our experts bring clarity and a new way of thinking to help you reduce costs, improve revenue and enhance customer experience.

Who we are

Bell's team consists of highly qualified contact centre advisors with 15+ years of experience each. We have the hands-on business and technology expertise to help you achieve your goals in the least amount of time and with the smallest investment.

Our methodology begins with a systematic, structured analysis that looks at best practices, technology capabilities and any elements that could be affecting overall quality and productivity. We take a vendor-neutral approach that ensures you're getting the best solutions for your needs.

Health checks and assessments

Health checks and assessments provide insight into your contact centre's overall performance. These engagements provide the foundation for creating solutions that address your specific needs:

Contact centre health check – Get a gauge of key performance indicators with this report card that pinpoints issues requiring immediate attention.
Operations review – Identify gaps in your current performance against business goals, and get an action plan of recommended improvements.
Technology assessment – Maximize your existing technology investments by discovering new uses for your tools, and identifying where enhancements can be made.

Business strategy consulting services

The experts at Bell can help you develop a clear and relevant strategy for your contact centre. We review your existing strategy, pinpoint areas for improvement, and ensure that your strategy aligns with the overall corporate vision.

If you're exploring new processes or technologies, our experts can analyze industry trends and plan an appropriate adoption strategy for your organization.

Our business strategy service modules include:

Customer experience visioning
Multi-channel and self-service strategy
Outsourcing
Remote agent

Enhancing your people

Your frontline agents and supervisors have a direct effect on customer experience, so it's critical to have the right people with the right skills. These targeted engagements focus on the human element within your contact centre:

Agent performance and training
Coaching and development
Leadership training
Employee retention
Change management

Enhancing your processes

In addition to the right people, the right processes are pivotal in driving contact centre success. Too often, new technology is introduced with little consideration for its impact on processes and customer experience.

These engagements focus on streamlining your contact centre processes through the collection and analysis of data:

Workforce management optimization
Call routing and call treatment
Process mapping
Performance analytics
Quality monitoring
Voice of the customer analytics

Why Bell?

With Bell, you have access to the largest team of contact centre professionals in Canada. Our consultants each have 15+ years of experience transforming call centre operations.

We test new strategies and solutions in our own 310-BELL call centres – giving you access to key learnings, new trends, and the most efficient processes.