Why Work With Us

 

Resource Planning

​From the strategic to the tactical, resource planning is fundamental to the success of your customer contact operation. Utilise our experience to build a strong foundation or push the boundaries in any part of the planning cycle.

Supporting each area of the planning cycle from strategic reviews, building models & capability to tactics and service recovery, we offer professional service support across each area of planning.

Typically providing services through day rate, project or interim type support to best fit the needs of our clients.

Strategic Review & Design

• Budgeting
• Strategic  Review
• KPIs - Targets & Outcomes
• Omni Channel / Routing & Service Strategy
• RFP Support
• Outsource Review
• Site Strategy
• Tools & Technology Review

Design & Build

• ​End to End Planning Cycle Build
• Model Creation
• ​Engagement Cycle
• Governance, Impact Assessments & Benefit Realisation
• Supply Planning
• Forecasting Techniques 
• Tactics and Contingency Planning
• Shift Review

Training & Development​

• Core Planning Principles
• Knowledge Transfer
• Coaching
• Mentoring
• Training Design & Delivery Support 
• Career Pathways
• ​Role Profiles
• Apprenticeship Funding Support
• ​Accreditation 
  

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Operational Excellence

Struggling to drive consistency in your operation, need a clearly defined operating rhythm where activities and targets are aligned to achieve success, then we can help. We can create an operational excellence model that works for your business and deliver the high-performance culture you are looking for.

Reviews and development of an operational excellence strategy and approach across the following areas;

• Operational rhythm and rigour
• Targets and measures
• Coaching and development
• Incentives and bonus structure
• Performance management framework
• Continuous improvement

• Customer routing strategy
• Recognition programme 
• Data visualisation 
• Leadership and culture
• Employee engagement
• Customer satisfaction and quality

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Speech & Text Analytics

​Are you looking to review your Customer Interaction Analytics Implementation, improve your QA, automate compliance monitoring, understand & eliminate demand or enhance individual performance through targeted coaching?

These are just some of the ways you could utilise speech & text analytics to drive improvement in your business. Our experience in this area can ensure a successful deployment.​

Offering support in the follow areas drive better outcomes for our clients;

• Speech / Interaction Analytics Methodology
• Strategic Intent
• Demand Analysis
• Identifying Business Opportunity
• Benefit Realisation
• Link to Gamification
• Customer & Agent Sentiment
• Sales Opportunities

• Category & Topic Build
• Recall & Accuracy
• QA Automation
• Compliance Monitoring
• Coaching Framework
• Behavioural Targeting & Reward
• Complaint Analysis
• Customer Retention

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Actionable Insight 

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​Data and reporting are nothing without taking action to drive business benefits, so whether you are looking to move from MI production to actionable insight or seeking new data sources and methods to enhance your business performance we can help.

Specialising in the use and methodology of contact centre data and performance, we help our customers drive better outcomes from the data already to hand.

In addition we can also support with technical infrastructure, advanced tools, report building and analysis.

• Review of reports & data
• MI to insight
• Data visualisation
• KPIs & outcomes
• Voice of the Customer
• Aligning quality, CSAT and business results

• Performance management
• Continuous improvement
• Impact assessment
• Benefit realisation
• Call to Action alerts
• Next Best Action

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Specialist Recruitment 

Our partnership with recruitment experts in customer management alongside the industry experience of Inspire CCP we know how important having customer contact professionals with the right skills, experience and cultural fit are to a successful operation. This partnership is uniquely placed to offer the right solution for your recruitment needs and deliver lasting benefit to your business.
 
Whether you are already clear on the role you need to recruit or require assistance from our team of experts, this partnership is here to help.​

​Search and Selection
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Inspire CCP working closely with our partners offers Permanent and Interim recruitment services within all of our specialist markets.

• Contact Centre Management
• Resource Planning
• Customer Experience and Insight
• Business Change and Transformation
• Artificial Intelligence and analytics
• BPO & IPO

Executive Search

Bolstered by an industry-leading reputation, our Executive Search Consultants work in close partnership with our Clients, immersing themselves in their business strategies to gain an in-depth understanding of the principle barriers and enablers, so that we can identify the right Subject Matter Expert (SME) and leadership talent.

Recruitment Project Outsourcing

Whether you are going through a period of rapid expansion, setting up in a new market, relocating or offshoring an existing operation, going through a merger/acquisition, or simply need help in securing the best talent in the market, RPO solutions can flex to suit your exact needs.

Any questions?

If you are looking to develop in any of these specialist areas then why not get in touch and see how we can help.​

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