Transform your contact centre: In-depth Health Assessment
Transform your contact centre: In-depth Health Assessment
Our Contact Centre Health Assessment offers an in-depth exploration of a single contact centre’s processes and systems, focusing on the following key areas: planning, strategic, operational, and technical. Utilising a combination of online and in-person assessment techniques (including surveys, interviews, questionnaires, workshops, performance consulting and live observation), a team of consultants will undertake a deep dive into every area of your customer interactions and operational health, with our own customer service specialists conducting in-depth analysis of our findings to identify the way forward.
Their findings will be collated in a comprehensive report, analysing the entire operation’s strengths and weaknesses, with all areas classified according to people, process, and technology, along with the difficulty and potential business impact of any proposed changes. This can then form the bedrock of your customer contact strategy, supporting both immediate optimisations and a long-term culture of ongoing improvement.
A unique opportunity to optimise:
Your agent experience
Ensure your systems and processes support agents throughout every customer interaction, and the measures are in place to track their performance.
Your technical capabilities
Your underlying technology infrastructure should support your day-to-day operations - from micro- and macro-level tracking of performance, to streamlining the customer journey.
Your service level agreements
By optimising your response times, you are able to offer customers the most robust SLA’s, helping build your brand reputation.
Your security posture
Customers require complete confidence that their data will always remain secure, which makes a thorough analysis of your cyber security ecosystem and internal understanding of security best practice essential.
Our culture of customer service excellence
Customer service excellence underpins everything we do at Exponential-e – from the ongoing evolution of our solution portfolio to our relationships with our customers and technology partners. Our Contact Centre Health Assessment draws on more than twenty years developing processes to optimise the customer journey, and the digital innovations to intelligently streamline and automate this process, where appropriate. Applying this knowledge and experience to your own contact centre environment, helps you cultivate a customer-first culture, where people, processes, and technology come together to deliver ideal customer outcomes.
A deep dive into your contact centre operations, incorporating a range of online and on-site assessment tools, looking at all planning, strategic, operational, and technical aspects of your customer journey. These findings are delivered in a comprehensive report, providing you with a clear roadmap for achieving excellence in the contact centre.
Rolling 3 month average. Industry average: 17
Applying our
customer-first philosophy to the contact centre
Across Exponential-e, we aspire to the highest standard of customer service in everything we do. That’s why we were the first company to display our NPS score live on our website. This customer-first philosophy informs our Contact Centre Consultancy services, bringing together our in-depth knowledge of leading-edge contact centre technologies and our understanding of the new breed of customer journey.
Fully Accredited
9 x ISO Accreditations
9 x ISO Accreditations
| ISO9001: Quality Management | ISO27001: Information Security | ISO22301: Business Continuity |
| ISO27017: Private Cloud Security | ISO20000: IT Service Management | ISO14001: Environmental Management |
| ISO50001: Energy Management | BS10012: Data Protection | CSA Star Cloud Security |
Secure by design
Secure by design
Socially responsible
Socially responsible
95% of profits reinvested, 65% reduction in CO2e in last 5 years, NetZero by 2030, Local employer, Job creation for apprentices, PPN06/21 aligned carbon reduction, Green space and environmental improvement initiatives
Related Content
London Head Office
Manchester Office
*Calls to 0845 numbers will cost 7p p/m plus your phone company’s access charge.
All inbound and outbound calls may be recorded for training or quality purposes.