Our Services

We improve end-user experiences

We improve end-user experiences by helping our clients improve the quality of their telecommunications infrastructure, service delivery and interactions.

Our clients are delighted at the improvement in business functionality and service levels, and in the significant cost reductions that result. We offer a full range of transformational services including contact centre optimisation and telecommunications strategy:

  • Business Strategic Planning which we translate into outcome-focused initiatives
  • Leadership and Change Communications development and coaching
  • Business-driven telecommunications strategy development
  • Customer Contact Channel strategy development
  • Customer Interaction and business process review/redesign
  • Technical Solution Reviews
  • Organisational Readiness assessments
  • Telecommunications strategic sourcing - supplier evaluation, selection, negotiation
  • Workforce Management (WFM) discovery, design and implementation
  • Operational Best Practice Reviews
  • Service Management process design and implementation
  • Outsource transition planning and management
  • Contact Centre Business Change Management
  • Project and Programme Managment

Why You Need Voco

Companies that answer "yes" to any of the following are most likely to benefit from working closely with Voco:

  • Are you facing business change and having to react to any of the following drivers?
    • Systems and technology change-outs / upgrades
    • New opportunities driven by global and local market changes, new stakeholders/ownership, competitive threats
    • Regulatory or legislative changes
    • Suppliers changing their products and / or the way they do business
    •  Lack of internal capability to execute change programmes
    •  Expiration of current supply contracts / current technologies
  • Are you constantly competing for business in a down-turning market?
  • Do you need to "lift your game" to reduce operational spend, while focusing on improving customer service?
  • Is your business area closely aligned to your overall organisational objectives?
  • Do you suspect your customer contact channels are less effective than they could be?
  • Are increasing call volumes, call and/or response times causing your customer service levels to suffer?
  • Are you getting more customer complaints than you should be?
  • Are you considering the opportunities ICT convergence presents for your organisation?
  • Do you need to drive business/process or organisational change in your customer contact operations?
  • Do your customers get a different experience depending on how they choose to interact with your company?
  • Do you suspect you are incurring unnecessary cost in your customer contact operation?
  • Are you trying to identify quick wins that won't compromise you downstream?
  • Are you trying to work out what the CRM opportunity is for your company?
  • Is your customer-facing staff turnover higher than you'd like?

Transformational Change pdf (268KB)

 

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