Batsumi Technologies

CALL CENTRE

Design Phase

Technology Strategy & Planning - Developing a vision and phasing for IT and telecom improvements, including the move to VoIP
Contact Centre Operations Strategy - Defining positioning, role and operational framework to meet your business goals
Improvement Planning - Creating a plan that is long term
Multi-Site Strategy - Designing a cohesive, multi-site operation that optimizes your resource and performance during normal operations and responds effectively to disruptive events
Sourcing Strategy - Determine when and how to outsource or use in-house resources and when and how to use premise-based or hosted technology solutions
Contact Centre Design - Designing new centres and multi-site centres, and redesign existing centres
Technology Selection - Developing requirements and conduct vendor evaluations
Process Design - Providing training, planning and execution
Organisational Design - Designing or redesigning your operation or IT/telecom

Implementation & Support Phase

Implementation - Implementing the end-to-end contact centre platform, routing, processes, training, transitioning, quality assurance and operations
Integration - Integrating telephony infrastructure and back-office applications into the contact centre environment
Change Management - Providing training, planning and execution
Project Management - Leading or supporting projects for technology or operational changes
Lifecycle Management - Providing operational support for technology, people, processes and operations

Call Centre Optimisation Services

Business Processes - We assist clients to optimize the business architecture and processes in their contact centre and “handshakes” between front-office to back office
Technology Architecture - We assist clients to optimize the technology architecture and methods of integration between the contact centre platform, integration layers and back-office applications
Operations - We assist clients to optimize their contact centre costs in terms of:
- Cost Efficiencies - Capital investment, telecom expenses, variable expenses
- Scalability & Resources - staffing, hours of operations, training, programme implementation, workforce management, staffing flexibility
- Service Management - service levels, quality assurance, core competencies productivity improvements
- Capacity Management - systems maintenance and upgrades, local and regional operations, data security and redundancy, speed to market