Contact Centre Professional Services

Featured resources

White paper: Improving customer interactions
Finding the root cause of customer dissatisfaction with speech analytics

Catalogue
Professional Services for Contact Centres

With Contact Centre Professional Services from Bell, your enterprise can improve contact centre performance by addressing the interrelated factors that drive success.

Our experts provide a range of consulting and integration services that tackle people, process, technology and strategy.

We deliver comprehensive solutions for improving the customer experience, reducing operating costs, developing your workforce, and much more.

Consulting services

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 suite of consulting services includes:

Health check services
Assessment services
Business strategy development
People and process solutions

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.

Learn more about contact centre consulting services from Bell.

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 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
IP contact centre
Workforce management
Intelligent routing
Outbound dialling
Multi-channel contacts
Quality monitoring and recording
CRM and agent desktop
Click-to-call
Contact centre reporting
Computer telephony integration (CTI)

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.

Benefits

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

Why Bell?

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.