Contact Centre Professional Services

Health checks and assessments

Contact Centre Health Check
Measure your contact centre performance with the Health Check service from Bell. This service provides a high-level dashboard view of your contact centre’s strengths and weaknesses to pinpoint areas requiring immediate attention. Our experts assess key performance indicators including contact centre strategy, quality monitoring, agent performance and metrics, process mapping, and much more.

Operations Review
The Operations Review is an in-depth look at your contact centre’s current performance against your business goals. Our consultants review areas such as people, process and technology to determine gaps and build an action plan that prioritizes recommended improvements. The Operations Review establishes a baseline performance measure that can be used as a benchmark for future improvements.

Technology Assessment
Maximize the use of your existing technology with a Technology Assessment. Many contact centres invest in technology, but fail to use those tools to their full capacity. This review analyzes your current technology in relation to your business goals and strategy. Our experts chart your customer touch points to discover new uses for your existing technology, how your technology can be enhanced, and whether you are using the right tools to meet your objectives.

Do Not Call Readiness Assessment
Is your organization compliant with Do Not Call regulations? Find out with this assessment from Bell. Our experts evaluate your policies and processes to highlight areas where you meet, partially meet, or fail to meet the CRTC requirements. Protect your company’s reputation and avoid costly fines by identifying and repairing the gaps that put you at risk for non-compliance.

Business strategy

Technology is changing the way customers interact with companies, and changing the way contact centres operate. The Professional Services experts at Bell can help you develop a clear and relevant strategy for your contact centre.

Our experts 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 determine an appropriate adoption strategy for your organization.

Our strategy consulting services for contact centres include:

• Customer experience vision – Develop a clear vision for your contact centre experience, along with an implementation plan that will elevate your contact centre’s value to your organization
• Multi-channel and self-service strategy – Define a multi-channel service strategy that considers existing channels, future access channels, customer needs, corporate goals, and the best use of resources
• Outsourcing – Determine whether outsourcing is right for your business and your customers through a review of your customer service strategy, contact centre operations, technology, processes, and more
• Remote agent – Determine whether your enterprise will benefit from a remote agent program and, if so, develop an implementation plan to ensure success

People and process

Your people and processes have a direct effect on the customer experience, and are key components of your contact centre’s success.

Bell offers agent performance consulting to ensure that role definition, coaching and performance monitoring are in place for your agents.

Provide a great customer experience with training workshops for your agents, supervisors and call centre managers. Bell offers a variety of customizable courses, including objection handling, cross selling, workforce management, and others. We also provide coaching and development consulting to engage your front-line leaders for ongoing agent coaching.

To address the challenge of high employee turnover, our employee retention consulting helps you implement effective recruiting processes. With change management consulting, you learn how to provide a calm environment where your employees can adapt to change with minimal disruption. Workforce management optimization helps you make the most of existing employee resources with forecasting and scheduling tools.

Bell also offers process mapping to document the steps of any contact centre process. This engagement should be completed before introducing any form of automation or technology enablement, as it helps you streamline operations, reduce costs and maximize efficiency. Call routing consulting analyzes your call routing processes to plan effective interactions for your customers.

Understand how customers view your organization with voice of the customer analytics, a type of call analysis that identifies gaps across your enterprise by expanding your call recording programs. Quality management consulting helps you transform your existing quality program by understanding the root causes of customer irritants. Performance analytics consulting helps you define and measure contact centre performance against organizational goals.

Integration services

Get effective results and strong ROI with Contact Centre Integration services from Bell. Our experts design, develop and implement a wide range of solutions in alignment with your contact centre strategies.

Our highly experienced contact centre professionals are constantly updating their skills and certifications to stay ahead of the technology curve. Bell is your single point of contact for products, services and end-to-end solutions that are customized to your contact centre’s unique needs.

We offer managed, hosted and customer-premise based solutions for:

• Voice self-service technologies for speech recognition, text-to-speech and voice verification
• IP contact centre, a unified solution that delivers intelligent call routing and multimedia contact management over an IP network
• Workforce management, a suite of solutions for workforce planning, forecasting, scheduling, and more
• Intelligent routing technologies for call routing to the most effective channels and agents
• Outbound dialling technologies to seamlessly deliver pre-dialled calls to your agents
• Multi-channel contacts for multimedia communications such as email, chat, call back, and more
• Quality monitoring and recording technologies, with complementary analytics tools
• CRM and agent desktop, an integrated system that gives your agents the right customer information
• Click-to-call applications that merge your Web and voice channels
• Reporting tools, such as the Presto solution that enables your managers to generate custom reports from a data collection engine
• Computer telephony integration (CTI) tools, such as the Web Impresario solution, which is a user-friendly agent desktop that eases CTI integration to any backend system

The Professional Services team performs the necessary systems integrations, and offers project management services for your implementations. Our Proof of Concept Lab services test and validate your solutions in a controlled environment that replicates your own ICT set-up, which ensures the interoperability of your solutions.

Bell also offers pre-paid technical support services, a sound addition to regular systems maintenance. For additional expertise and support, Bell offers resourcing services where you can assign projects to one of our expert consultants.

Why Bell?

Contact Centre Professional Services help your organization:

• Avoid excessive operating costs by indentifying potential ROI before you begin new projects
• Develop an action plan to resolve weaknesses in your contact centre operations
• Optimize workforce management processes
• Increase agent productivity by automating routine processes
• Assess your contact centre performance against industry best practices
• Improve the customer experience – reduce average wait times, reduce abandoned calls, and ensure calls are directed to the correct agent

With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.

At Bell, we are constantly testing new solutions in our own 310-BELL contact centres. We take key learnings to our clients, giving you access to best practices, new technological trends and the most efficient processes.

To learn more about Contact Centre Professional Services, please contact your Bell representative. To have a Bell representative contact you, please complete this form.