Our Services

Implementation Strategy

A comprehensive rollout of corrective actions to ensure best practice customer service delivery.

•    Detailed project plan and budget
•    Benchmark of internal service levels
•    Benchmark of external customer perception
•    Review of company strategy and mission and vision
•    Communication to all staff to ensure a united drive to a common goal
•    Adaption and implementation of new recruitment and training program
•    Implementation of new employment contracts with performance based salaries
•    Implementation of new  job descriptions and KPAs
•    Design and implementation of a thorough quality control program, supported by ongoing coaching and training.
•    Monthly measurement and detailed reporting with comparisons against the original benchmark to prove improvements.
•    Upgrading of technology where required. Includes network, PCs, Servers, security, web site, PABX, ACD, software etc.
•    Implementation of a thorough and accurate Transaction Tracking system to provide meaningful and accurate data through which the business is continually fine tuned.

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