Contact centre consulting services
Why use a contact centre consultant?
In this digital age, there’s something super powerful about a genuine human conversation. Contact centres are a critical link between a brand and its customers. But it's not just about answering calls and ticking boxes; it’s about the quality of those conversations and the leaders who drive them.
GRIST's contact centre consulting expertise and knowledge has been built over 30 years of experience in the contact centre industry. We've assessed over 70,000 customer interactions. We know what great customer experience sounds like. We've also assessed over 16,000 leadership conversations and we know how to turn your contact centre leaders into leaders that drive positive customer experience, employee engagement and best practice service delivery.
Looking to improve customer experience? We can help
A deep-dive into conversation quality
GRIST measure the micro-behaviours we know equate to the micro-moments that matter in a conversation. Our behavioural assessment and analysis will give you the data and insights into what’s working and where there’s room for improvement. It’s about knowing what makes a conversation just good versus genuinely great.
Diagnosing root cause of performance
GRIST dissects the micro-behaviours that play a pivotal role in how interactions unfold. With this data and valuable behavioural insights, we can pinpoint exactly where things might be going astray for our clients. So instead of playing a guessing game, you get a clear, actionable diagnosis on performance hiccups, allowing you to address the root cause head-on.
Understanding conduct risk and compliance
Compliance is a non-negotiable for most contact centres. But walking the balance between positive customer experience while staying on the right side of risk can be difficult to navigate. GRIST can assess your conversations run scenarios with your team and identify where your compliance behaviours best fit within your conversations to ensure you're providing the best possible service within compliant parameters.
Improving performance metrics
Average handling time, grade of service, conversation, customer satisfaction: most contact centres have no end of data and metrics they must hit to stay viable as a business support function. GRIST help you break down the metrics that are most important to you to the distinct micro-behaviours that will help drive performance results and ensure your people are on strategy.
CONTACT CENTRE SOLUTIONS
Behavioural analysis
GRIST's sales and service conversation assessments
We start with a conversation health check. As part of any contact centre solution, GRIST assesses your customer calls to identify improvement opportunities, and how your interactions affect the customer journey.
GRIST’s conduct risk assessment
Even the most vigilant organisations might unknowingly breach conduct norms. GRIST's external conduct risk assessment shines a light on your organisation's conduct landscape, analysing conversations and the consultant process. It isn't just about checking boxes; it's about ensuring:
clarity in communication: ensuring that employees not only understand but also articulate the spirit of industry-specific regulations, consistently.
customer comprehension: going beyond information dissemination, ensuring that customers grasp and appreciate the implications, and therefore fostering trust and transparency. The assessment gauges whether employees convey regulatory intent clearly and accurately at the right juncture in discussions, ensuring customers understand and agree.
Contact centre consulting professional services
Leadership consulting
Leaders play a huge role in how contact centre teams function. Through our ACDC coaching model and tactical leadership training, we provide leaders with the tools to address common contact centre challenges and drive real behavioural change to deliver value. GRIST's approach ensures your leaders lift capability in the skills that matter for the future and improve employee experience and engagement across their contact centre team.
Engaging training that's both simple and light-hearted
Let’s face it, traditional training can be a bit of a snooze. And off-phone time is limited in any contact centre, so training must be impactful and efficient. GRIST's facilitated workshops are interactive and engaging, whether they're face-to-face or run virtually. We can deliver a library of digital support solutions that use short, snappy video modules that get the point across quickly, without putting anyone to sleep.
Application and on-the-job learning
Formal training sessions have their place, but nothing beats the learning that happens on the job. GRIST’s learning approach is all about real-world application, ensuring that what’s taught is immediately put into practice in your contact centre.
Our simple consulting process provides a roadmap to success
Engage: we start by figuring out the critical micro-behaviours needed to make your strategy come alive, day in and day out within your contact centre.
Assess: we take a good look at how well your organisation is currently set up to support these micro-behaviours through behavioural assessments and dignosing the performance opportunities across your contact centre.
Design & Deliver: next, we craft tailored training programs, with focus on embedding the desired behavioural shift in your contact centre with strong leadership, on the job application, and with minimal off-phone time.
Embed: last but certainly not least, we make sure these changes stick through regular assessment, coaching, and integrating everything smoothly into your everyday operations.
If you’re looking to boost the quality of your contact centre conversations and optimise outcomes, hone leadership capabilities, and ensure compliance is on point, GRIST is your go-to. We've been at this for 30 years, and we're all about helping teams and contact centres truly realise their potential.