Contact Center Consulting Services
One of the key factors in any company’s success is efficient management of customer service and operational processes. VCC’s consulting services in the area of contact center solutions and customer experience (CX) technology offer advanced strategies to help businesses optimize their processes, manage human resources, and enhance customer experiences.
Improve the quality of your customer service and streamline contact center operations with the expertise of VCC specialists.
Consulting solutions from OEX VCC
VCC’s consulting services support companies in optimizing business processes, managing human resources, and enhancing the quality of customer service. Through advanced analysis, we deliver personalized reports and recommendations that help build efficient operational structures. Our services boost productivity and customer satisfaction, contributing to market success.
Process optimization
We assist companies in optimizing business processes to ensure smooth and efficient management of contact centers. Our services help create streamlined operational structures, manage human resources, and organize team workflows effectively.
CX management
We provide guidance on effectively working with key performance indicators (KPIs), building and managing teams efficiently. Our methods include mentoring, coaching, retraining, and staff development programs. We also support recruitment, employee retention, and the creation of motivational systems tailored to the business needs of the company.
Developing analytical solutions
Our specialized team designs optimal analytical solutions. We handle the integration of dispersed data sources, prepare personalized operational reports, and build data pipelines and flows, overseeing the entire ETL process. We assist in selecting reporting tools, data storage, and exchange systems, as well as visualizing reports. With extensive experience integrating various data sources and systems, we work with tools such as Tableau, Power BI, and Looker for visualization and reporting outcomes.
Audits
We conduct operational audits to assess the efficiency of teams, processes, tools, systems, and metrics, along with methods for measuring them. We review operational structures, recruitment processes, employee retention strategies, and onboarding procedures. Each audit concludes with a detailed report, offering recommendations for optimal solutions and proposing specific developmental or corrective actions.
Consulting services for contact centers – Benefits
Partnering with an outsourcing company for CX consulting services is a strategic decision that can significantly impact your business growth.
- Increased efficiency: by optimizing operational structures, processes, and human resource management in your contact center, your business can operate more effectively and efficiently.
- Cost reduction: improved resource utilization leads to lower operational costs.
Personalized Strategies: Customized operational reports allow for better alignment of customer service methods with your business needs. - Identification of improvement areas: comprehensive operational audits help identify weaknesses and areas for improvement in your contact center.
- Better employee retention: investing in employee skill development fosters greater loyalty and reduces turnover.
- Higher customer satisfaction: proven methods ensure excellent customer service and top-tier quality while improving efficiency and effectiveness in resolving customer issues quickly, leading to increased customer satisfaction and loyalty.
Process – How we work
Needs analysis
The first step is to thoroughly understand your specific needs and challenges. We conduct an initial consultation where we analyze your company’s current situation, identify key areas for improvement, and establish the goals of our collaboration.
Customized proposal preparation
Based on the analysis, we develop a personalized consulting service proposal. This includes a detailed action plan, timeline, and scope of services to be implemented in order to achieve the set objectives.
Solution implementation
We begin the project by implementing the proposed solutions. At this stage, our team of experts works closely with your staff, conducting training sessions, optimizing processes, and integrating new analytical and operational tools.
Monitoring and optimization
After the solutions are implemented, we continuously monitor their effectiveness. We perform regular audits and analyses to ensure the changes are delivering the expected results. Based on the data collected, we make necessary adjustments, optimizations, or carry out further agreed-upon actions.
Reporting and recommendations
At the conclusion of the project, we provide a detailed report outlining the actions taken and the results achieved. The report also includes recommendations for next steps that could further improve efficiency and customer service quality. We also offer the option to continue our collaboration through ongoing consultations and support.
Questions and answers
When should you consider customer service consulting services?
Customer service consulting can be particularly beneficial in the following situations:
- Process inefficiencies: if your company is struggling with inefficient processes that cause delays, overwork, or wasted resources, it’s time to consult with experts who can identify and implement necessary improvements.
- New system implementation: when planning to implement new tools or technologies, such as CRM systems or communication platforms, our consultants can recommend the best tools for your needs and provide support in their integration and configuration to maximize their potential.
- Low customer satisfaction: if you notice a decline in customer satisfaction or receive negative feedback, VCC experts can help analyze the issues and implement strategies to improve the quality of customer service.
- Team development needs: when your employees require additional training, mentoring, or coaching to better perform their duties, consulting services can help identify the root cause and implement tailored development programs.
- Organizational changes: during times of company restructuring, mergers, or acquisitions, VCC consultants can assist in smoothly navigating these transitions by ensuring effective management of human resources and operational processes.
- Data analytics challenges: if your company is having difficulty collecting, analyzing, and utilizing data for decision-making, experts can provide advanced analytics solutions that streamline data integration and create personalized reports.
- KPI issues: if you struggle with setting, monitoring, or achieving key performance indicators (KPIs) and service level agreements (SLAs), we can help define, track, and meet your goals.
Does OEX VCC also provide outsourcing services for clients who wish to expand their collaboration and delegate part of their contact center tasks to an external provider?
Yes, OEX VCC offers a wide range of customer service solutions. With 15 years of experience in the contact center industry, we collaborate with renowned brands across various sectors, both in Poland and internationally. We operate through five operational centers, allowing us to effectively scale projects. Additionally, we handle the recruitment and training of personnel, ensuring a smooth implementation and development of every project.
What technological infrastructure does VCC have?
VCC solutions
VCC has developed its own voicebot technology, Primebot, which is used for both inbound and outbound contact center communication. Primebot can also function as a chatbot, making it an ideal solution for omnichannel customer service. Additionally, we offer advanced analytical tools tailored to the contact center sector, such as Boromir, a tool for analyzing and monitoring the performance of consultants.
We also build assistant solutions leveraging the latest Large Language Models (LLM) and integration with communication tools like Teams. Our R&D team is capable of delivering custom-made solutions to meet specific business needs. Our technological solutions are designed to enhance customer service efficiency and ensure top-quality performance.
Contact center systems and solutions
The core technology used by VCC in daily operations consists of contact center systems and solutions, enabling the management of business campaigns based on dedicated specifications and business objectives.
Currently, VCC handles business projects using omnichannel contact center systems. These systems allow for managing multiple customer interactions through a unified platform, catering to the unique needs and nature of each project. Beyond voice communication, these systems support text-based interactions (email, chat, SMS, social media), with all data being recorded in a CRM module.
These systems offer fully customizable configurations for each project, ensuring data access segregation and campaign management. As integrated platforms, they provide automated call-handling modules (IVR, voice campaigns, SMS) with dedicated interaction routing (ACD) and support for both inbound and outbound campaigns using conversation scripts. They also enable data recording for each voice interaction.
All customer interactions are logged and can be later searched, tagged, and reported. Accessible through a web-based application platform, these systems offer continuous monitoring of campaigns, consultant performance, recorded interactions, and the generation of static reports.
Currently, projects are managed using systems such as Daktela, Conpeek, Thulium, and Interactive Intelligence.
The dedicated IT team manages the administration, configuration, and technical environments of these contact center systems, leveraging years of experience to provide high-level expertise in selecting, configuring, and personalizing contact center solutions to meet client needs.
In addition, VCC’s technical support teams offer comprehensive assistance in integrating client systems with recommended contact center solutions using available APIs.
