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Services

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

Disclaimer
©Copyright 2018 Batsumi Technologies (Pty) Ltd. All rights reserved.

Tel: +27 11 280 6622
Fax: +27 86 601 3665
Email: motsumi@batsumi.co.za