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
(using GBC's 9 Pillars assessment methodology)

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

Sales development

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

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

Balanced scorecards

KPI development

Sales and service delivery alignment

Design of service level agreements (SLAs) & operational level agreements (OLAs)

GBC has delivered customer service training internationally and as part of accredited programs such as the Advanced Diploma of Customer Contact Management. A number of programs have also been developed and/or delivered in partnership with peak industry organisations such as the Australian Direct Marketing Association (ADMA) and Customer Contact Centre Association (CCMA).

CCMA/GBC 3 day contact centre management program (see www.ccma.asn.au for dates of upcoming events)

Tailored contact centre management programs for inbound & outbound centres

Contact centre metrics and performance drivers

KPI development and management