Great Outcomes is a contact centre consultancy that manages the process of strategic development of a contact centre for client organisations.
We work with clients who have existing contact centres, to optimise performance and increase contact centre productivity.
We provide specialist skills in client consulting and project management to help our clients achieve superior outcomes in the management of their call centres.
The dynamic environment that exists in a contact centre between human resources, integrated processes, technology, and the organisation as a whole means that today's high performing centre must continually improve.
Great Outcomes manages large and small projects from complete new developments
to optimisation of defined areas of the contact centre.
Performance Improvement:
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Transition projects, e.g. integrating new software applications |
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Staff resource cost reviews |
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Customer self-service IVR management |
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Channel integration to achieve consistent customer contact across all channels |
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Process engineering and process creation |
Large Projects:
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Design and build a new centre |
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Consolidation of multiple centres
or functions |
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Outsourcing projects (whole centre
or defined work areas) |
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Technical and structural reviews |
New PABX, Call Management, CTI, or workforce management solutions
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