Expert Assessment for Immediate Improvements & Next-Gen Strategy
Expert Assessment
for Immediate Improvements & Next-Gen Strategy
Our Contact Centre Value Assessment is a light-touch, in-person with one of our own specialists, intended to identify all the immediate improvements that can be made to your contact centre environment. With this foundation in place, you will be ready to develop a true, next-gen customer contact strategy, where agents are fully supported and provided with the tools they need to deliver fast, seamless resolutions for every customer.
This all begins with a one-day Discovery Workshop, where we spend a whole day with your agents and managers, observing your interactions with customers and colleagues. Based on this, a detailed Playback Report will be delivered, setting out our findings, and providing actionable steps for improvement.
One session will provide
you with the tools to:
Reduce stress and improve agent wellbeing in the contact centre.
Improve time-to-resolution across all channels through effective performance optimisation.
Identify situations where customers are most stressed and respond appropriately
Measure the effectiveness of your systems and processes.
Ensure key performance indicators are understood and achieved.
How our Contact Centre experts deliver
the foundation for customer service excellence
Our contact centre specialists have worked closely with customer service teams across a wide range of sectors, bringing together people, processes, and leading-edge technology to transform the customer journey and achieve operational excellence. They draw directly on this deep experience throughout the assessment process, ensuring the entire process opens up multiple opportunities for improvements and optimisation, without any disruption to your day-to-day operations.
Explore our Value Assessment document to uncover valuable insights, strategies, and actionable recommendations for optimizing your contact centre operations and delivering exceptional customer service at every touchpoint. Gain a deep understanding of the key drivers of success, identify areas for improvement, and harness the power of advanced technologies and best practices to drive customer satisfaction, agent productivity, and business growth.
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
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