Contact Centre performance management and improvement

Bespoke training and coaching, improved management reporting and accountability, and performance validation from The Outsource Junction

 

Our Service

Many of us at The Outsource Junction began our careers on the phones.  We understand what it takes to get a result in that environment.  Over the years, we have gone on to manage contact centres large and small, in-house and outsourced.  Throughout, Performance Improvement has become our prime concern. 

When The Outsource Junction is commissioned to improve an operation’s performance, we typically deploy a combination of bespoke training and coaching, improved management reporting and accountability, and performance validation using our Service-Stats technology. 

Recent examples of results from our performance improvement work include:

  • Sales performance: better conversion rates, contact rates, and lead generation
  • Team performance: improved average performance across teams and departments
  • Operational efficiency: improvements in productivity, quality, and compliance
  • Customer satisfaction: higher c-sat scores, fewer complaints and more first-time fixes
  • Employee satisfaction: lower attrition and absence rates, higher employee satisfaction scores

Want to know more?  Click here to contact our team.