Consulting Services

Great Outcomes can lead the creation of your service strategy, manage operational development projects, or review your service operation. We create new and improve existing service operations (contact centres, service centres, and Helpdesks). Our specialist areas of expertise are in development project management, service centre reviews, and customer service design and reengineering for government and corporate clients.

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Whether you need a complete new centre or a specialist project in one aspect of your centre, Great Outcomes can offer the services and experience to assist you. Our key services are:

Service Performance Improvement:

  • Customer interaction design
  • Process design and process review
  • Organisation structure and role design
  • KPI and management information reviews
  • Real time service delivery improvement
  • Systems projects, e.g. selecting and implementing new software applications
  • Workforce Optimisation (WFM & Quality)

New service centres:

  • End-to-end design for contact centres, helpdesks, service centres
  • Project management for a new centre
  • Outsource contract management
  • Managed services for Workforce Management needs

Service/Contact Centre Development:

  • Project Management – design and manage new centre development
  • Consolidation of multiple centres, services or functions
  • Site Selection reports
  • Customer self-service management
  • Workforce management, Quality Monitoring and Assurance solutions
  • Creating and leading change management and business readiness

Service Strategies:

  • Multi media channel strategies
  • Community page development – help customers to help themselves
  • Service delivery strategy