Contact centre consulting
We offer a wide range of contact centre management services and solutions. We are most often engaged as an end-to-end partner to conduct comprehensive performance analysis, prepare improvement plans, implement our solutions and oversee the delivery of measurable business improvement. Our solutions and services are flexible and may be applied in combination as part of an integrated improvement strategy or as an individual solution to target a specific business problem.
Complete operational performance review
Full implementation of improvement plans
Contact centre start-up
Contact centre outsourcing (RFT preparation, vendor assessment and selection, negotiation of commercials/contractuals)
Contact centre transition (from one provider to another)
Strategic development and review
Quality assurance strategies
Cost reduction strategies
Customer relationship management
Call volume reduction strategies
Call flow design (including IVR design)
Process analysis and design
Service level/peak call response management
Balanced Scorecards and KPI development
Service delivery consulting
The contact centre is often only one customer touch point within the organisation's total service delivery chain. To ensure a positive impact on the end-to-end customer experience, all aspects of the service delivery chain need to be addressed.
Customer satisfaction management
Customer contact & touch point analysis
Service chain integration
Optimising back office performance
Sales and service delivery alignment
Design of service level agreements (SLAs) & operational level agreements (OLAs)
Contact centre education services
GBC is a leading provider of training and development services. Our extensive experience includes the design and delivery of:
highly successful middle management leadership programs;
effective and efficient induction training programs;
tailored coaching and mentoring programs for contact centre managers;
upward feedback programs;
evaluation of executive level development programs;
training programs for peak industry bodies and institutions such as the Customer Contact
Management Association (CCMA), Australian Direct Marketing Association (ADMA) and Swinburne University.
The GBC Contact Centre Training Series, which is run in association with the CCMA, currently includes the following programs:
Delivering Results Through Your People, a two day program.
These courses are open to the general public and are run regularly throughout the year. To book online for one of these programs, please click here.
GBC Leadership Development Program (LDP)
GBC's LDP improves business performance by transforming the leadership capability of your contact centre management team. The program delivers a rich learning experience for participants, taking them on a personal development journey both as individuals and as a team. The program features an intensive 8 day workshop which is supported by a number of personal coaching options to enhance the learning experience.
To learn more about our leadership development program, please click here.