Business Solutions
to Make an Impact

We’ll help you see the light. Because every decision you make has a strategic impact.

Discover Business Solutions

Your H-Factor

That means improving teams, processes and technology at the same time.

  • Optimize contact centre processes
    • By eliminating non-value added tasks
    • Through process reengineering
    • With automation
  • Optimize call flows
    • With a workforce management plan: “Right people, right time, right place”
    • Through IVR optimization and integration of callback features
    • By maximizing operations (e.g., hours of operation, multi-skilling, overflow and contingency plans, etc.)
  • Maximize service quality
    • With service and conformity standards
    • Through quality assurance (e.g. matrix, sampling, calibration)
    • With interaction analytics
    • By managing customer frustrations and complaints
  • Optimize agent performance

    With a manager’s toolbox, including :

    • Day/week/month management routine
    • Coaching on behaviours
    • Dashboard, continuous improvement and action plans
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Involvement Levels

Three levels of solutions according to your needs

Each contact centre is its own ecosystem. We offer three levels of solutions to meet your needs and spark the right strategic insights.

EvaluateIdentify opportunities for improvement
PlanDefine the target and the changes to be achieved
TransformEngage your team in the changes
EvaluateIdentify opportunities for improvementPlanDefine the target and the changes to be achievedTransformEngage your team in the changes
Performance audit
Competitive analysis
Maturity assessment
Return on investment analysis
Detailed plans
Change management
Benefit tracking

Training Skills


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