Scoping & support

Setting up and managing a successful contact centre is not an easy task, whether internal, outsourced or a combination. There are times when you may need a guiding hand to either review, set up, develop or transition areas of your service delivery, performance or technology provision.

At Contact Centre Panel, we have the right level of industry experience and expertise to support all your requirements. Whether you need to review inhouse operations, are considering outsourcing for the first time, want to optimise delivery with an existing supplier or make changes to how your own service is delivered.

‘Our independent viewpoint enables us to provide a clear appraisal of your current position, what’s possible and the best approach to move forward.‘

How we work

We start with a discovery phase, where we review and benchmark your contact centre performance based on insight gained from working with similar businesses. We then map against your existing contracts, if outsourced, to make sure what is being delivered measures up to what you have committed to, identifying improvement projects which not only support but challenge and stretch your goals.

We then work with you to develop appropriate business cases and improvement plans, providing project support to keep you on track throughout the implementation process.

A tailored service

Our model from pre-engagement, through discovery and into delivery is tailored to your specific needs. We will work closely with you and your team to clearly understand your requirements and quickly establish a strong working relationship, using our knowledge to suggest innovative solutions to help optimise your customer interactions.

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‘We apply our core values to all that we do and believe that forging strong partnerships is key to any successful engagement.’

Why work with Contact Centre Panel?

Extensive industry knowledge and expertise

We have experience in supporting contact centre operations, across a range of markets, contact types and activities. This enables us to provide you with an honest independent assessment of what’s required and detailed recommendations on areas of improvement.

Our team has worked in many different contact centre environments including in-house and outsourced, onshore, nearshore and offshore. Their industry exposure includes:

  • Utilities
  • Telecoms
  • Information Technology
  • Financial Services
  • Hospitality
  • Food Retail
  • Retail
  • Not-for-Profit
  • Transport
  • Automotive
  • Media
  • Associations
  • Business services
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Access to expertise when required

In addition, to our inhouse skills we have an extended network of associate experts, who can be mobilised if and when required, providing further flexibility and strength to our support offering.

Smart working

We work in activity sprints to ensure you have time between our visits to review previous feedback and collate the necessary information ahead of our next engagement. This approach enables us to efficiently utilise our time and minimise the cost to you.

We believe in control and governance to facilitate effective change not to constrain it, we have the experience to know what controls are necessary without becoming a burden to your team.

Assisting with existing supplier relationships

We can support you in the management of your incumbent suppliers, utilising the Contact Centre Panel Partnership Development Approach to understand where changes in communication are needed to improve existing relationships.

Forging partnerships that last

We regularly assist our clients and network partners, which enables us to forge strong relationships and build better experiences for their customers. We help develop controls for consistent delivery, create robust commercial models that are sustainable for both parties and provide continuous improvement programmes to keep standards high.

Working closely with a diverse range of contact centres and technology providers has given us a clear view of their capabilities, which when coupled with our deep domain knowledge of compliance means we can identify the most appropriate solutions for your needs. We have worked in a range of regulated industries, enabling us to support you in the interpretation of your specific needs and the deployment of projects.

Need help optimising your contact centre services? Have a project that requires expert support?

Get in touch

    Acero Building
    1 Concourse Way
    S1 2BJ