The Discovery Methodology comprises of 3 core phases, namely: (1) Modeling, (2) Implementation and (3) Optimization. Each phase is designed to cover essential elements of Call Centre design. The Discovery Methodology takes a holistic view of the call centre, assesses its environment and influencing factors and consolidates the learning into a practical working model. Discovery Methodology analyses a customer’s business requirements and then tailors the call centre environment to meet those needs.

The Call Centre Health Check recognizes that the call centre environment is dynamic. Changes in business objectives, market conditions, for example, impact on the functioning of the call centre. The call centre health check provides a mechanism to review call centre operations and service delivery.

The Health Check will accumulate knowledge about your existing operation and feed this back into your Call Centre model, with recommended adjustments implemented accordingly.

Key Activities in the Call Centre Health Check include:
1. Auditing and benchmarking of your call centre operations
2. Reviewing of Staff Performance
3. Process and system analysis
4. Measurement of your client experience

Key Outputs are:
1. Analysis of the gap between actual delivery and the model
2.Action plans targeting specific areas of improvement

The Call Centre Health Check signifies the migration of a mature call centre operation. Emphasis is placed on best practice call centre operations and performance against metrics defined over 15 years of experience within Call Centre operations. Learning’s are used to continuously modify and enhance overall call centre performance.

An information systems audit by PRIME will evaluate and document your Information systems, practices and operations to understand if they are effectively, efficiently and securely able to support your changing business objectives.

The Audit will investigate your business systems from a number of perspective’s.

·         Asset management

·         Systems and Applications

·         Client/Server environment

·         Networking and Telecommunications

·         Systems Development

·         Management of Information Systems

Case Studies

See how our services offer can assist your organization with the following results:

-First Call Resolution

-Managed QA Programme  Storm Telecom

-Reduced Customer Losses

-Increased Customer Satisfaction

-Increased Revenue

-Reduced Setup Costs

-Improved Staff Motivation and Reward

-Reduced Running Costs

-Reduced Staff Attrition

-Critical Path Delivery Achieved

Clients