Professional Services for Contact CentresImprove your productivity and profitability

contact centres just got better

contact centres just got better

businessjust got better

With more than 125 years of experience with contact centres and implementations in every industry and every size of business, Bell understands that the biggest opportunity for contact centre business success is optimizing the relationship between people, processes, and technology. Let us help you optimize the performance of your contact centre.

Table of contents (click a page number to access that page)

Contact centre services from Bell ............................................................................................ 3

Making your contact centre work for you: .......................................................................... 4

1. Health Check services ............................................................................................................... 5 Benchmark your centre against industry best practices

2. Assessment services ................................................................................................................... 6 Get a true measure of your contact centre’s performance

3. Business Strategy services ..................................................................................................... 7 From vision to execution, get the most from your contact centre

4. People and process solutions ................................................................................................ 9 Maximize the potential of your most valued assets

5. Integration .................................................................................................................................... 13 Enhance contact centre performance and profitability

Why Bell? ............................................................................................................................................. 16

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Bell offers business consulting, integration, management and resource services to meet your organization’s specific contact centre needs. Our highly trained experts provide strategic insights, experience, and industry expertise to help you:

• Implement strategies that fit your business goals

• Address critical business challenges• Capitalize on new opportunities• Maximize the use of your business processes

and ICT infrastructure• Improve the customer experience

Our proven methodology leverages advanced tools, processes and industry best practices that comply with ISO 9001:2000 standards. All solutions are tested in state-of-the-art laboratories to ensure a seamless and effective integration within your telecommunications environment.

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Contact centre services from Bell

Bell approach to contact centre excellence

As part of our Professional Services portfolio we offer premium contact centre consultations and solutions. By capitalizing on our contact centre experience, business-centric approach, industry partnerships, and knowledge of today’s technology, we develop solutions that not only meet your existing needs, but can adapt to your future requirements.

For more information contact your Bell representative or request that a representative contact you at bell.ca/contact-me

Healthcheck

Assessments

• Operations review• Technology assessment• Do Not Call assessment

Strategy

• Customer experience vision• Multichannel strategy• Outsourcing• Self-service• Remote agent

Technology

• Voice self-serve• Multimedia contacts• Intelligent routing• Outbound dialing• Workforce management• Quality monitoring/recording• CRM/agent desktop• IP contact centre

People & Processes

• Change management• Agent training• Coaching and development• Leadership training workshop• Employee retention• Process mapping• Workforce management optimization• Call treatment• Quality monitoring• Performance analytics• Speech analytics

All contact centres face common challenges, from dealing with people and technology constraints, budget restrictions and regulatory compliance, to ensuring a positive customer interaction.With our extensive experience, backed by the power of the country’s largest information and communications technology (ICT) infrastructure, we have developed an in-depth understanding of what works, what doesn’t, and how you can ensure your contact centres have the most up-to-date technology and processes to achieve your business goals.

Our contact centre solutions experts work with you to understand all the interrelated and dynamic factors that contribute to your organization’s success – from assessment and planning to integration and management. The contact centre practice at Bell includes a range of consulting and integration services specifically designed to help you on your evolutionary journey. They include:

1. Health check services2. Assessment services3. Business strategy development4. People and process solutions5. Contact centre integration

The following pages provide more details on each of these contact centre services and will identify specific business benefits and deliverables that you can expect to achieve upon successful implementation.

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Making your contact centre work for you

Our contact centre specialists have the hands-on business and technology expertise to help you achieve your goals in the least amount of time with the smallest investment. Our methodology begins with a systematic, structured analysis to identify elements that could be affecting overall quality and productivity.

This allows us to compare your existing processes to best-in-class and identify your current technology capabilities, as well as any gaps you need to address.

When we perform a health check, we provide a dashboard view of your contact centre performance following an on-site review and analysis. Our process is designed to identify and prioritize areas for improvement.

Deliverables include:

• A high-level assessment comparing your centre against industry best practices

• An easy-to-read, highly visual report template for identifying issues and prioritizing areas for development

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Health Check services Benchmark your centre against industry best practices

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Assessment servicesGet a true measure of your contact centre’s performance

Our contact centre assessment services include:

SERVICE

Operations review – We provide a snapshot of your centre’s current performance and help you to determine metrics that outline your ability to meet specific objectives as well as areas for improvement.

Technology assessment – We review how you are using your current technology against your business needs. This helps to determine your existing capabilities, required enhancements and new technologies and features that would be of value.

Do Not Call (DNC) contact centre readiness assessment – We interview key personnel in your organization to provide a high-level overview of how prepared your organization is to meet the DNC legislative requirements.

DELIVERABLE

• A baseline of metrics indicating your current performance • Industry-leading expertise and recommendations on

operational measurement, call treatment, quality and people

• A foundation for an action plan

• Ideas and recommendations on how to get more from your existing technology investments

• An understanding of how technology supports your vision and overall roadmap

• An understanding of the risks involved with non-compliance

• A view into existing processes and gaps, and their impact on DNC compliance

A comprehensive assessment is a valuable starting point on the road to contact centre success. It allows you to create a solution that addresses your organizational culture, environment and business needs.

We then identify and prioritize the steps needed to drive change, improve performance and productivity, increase revenues and reduce costs.

Get started on your plan to achieving operational excellence with a with a complimentary 30-minute phone consultation with a member of Bell’s senior contact centre management consulting team. Sign up today!

Having a clear strategy for your contact centre is a critical factor for success. It should take into account your business goals and identify gaps in processes. This will determine a clear roadmap for success.

We provide the guidance of a seasoned advisor who can help you create a clear vision based on your unique contact centre needs. Whether your goal is to enhance revenues, cut costs through a multichannel service strategy, outsource, or improve self-service, we have the expertise to help. Our vendor-neutral approach, combined with our industry knowledge and experience, allows us to create a strategy that drives profitability, meets your existing needs and adapts to future requirements.

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Business Strategy servicesFrom vision to execution, get the most from your contact centre

Our business strategy service modules include:

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SERVICE

Customer experience visioning – Through a one-day planning workshop for contact centre leadership teams, we review your priorities, goals and objectives. This will establish and map a plan based on your organizational needs, environment and corporate goals.

Multichannel and self-service strategy - This process allows you to pre-plan the alignment of your customer contact channels and understand their effect on other functional areas. Our experts work with you to explore opportunities for self-service automation, overall cost reduction, improvement of customer and agent satisfaction, and up-selling/cross-selling.

Outsourcing - We help you explore options for cost-saving measures and provide the resources and technology required to support your business goals. We assess such areas as your customer service strategy, overall operations, enabling technologies, staffing and internal processes.

Remote agent - We can help you plan and deploy remote agent capabilities that make sense for your business. We bring together multiple stakeholders – including human resources, legal, technical provisioning and finance – to determine if a remote agent strategy is right for you, and develop a plan to ensure success.

DELIVERABLE

• Alignment of leadership in delivering on the vision• A detailed report with clear vision statement and

priorities

• A roadmap for the creation of a consistent customer experience across channels

• A gap analysis to identify current service strategy and future opportunities

• Vendor-neutral recommendations for achieving cost savings

• Key criteria for selecting an outsourcing partner

• A summary of how a remote agent program could benefit your organization and provide innovative expansion opportunities

• Recommendations for developing a remote agent strategy as a way to retain top talent

For more information about our business strategy services, contact your Bell representative or request that a representative contact you at bell.ca/contact-me

A successful contact centre understands that effectiveness depends on having the right employees and processes. In order to maximize contact centre productivity and efficiency, it is important to learn the role these two critical elements play in overall performance.

As part of our consulting professional services portfolio, we offer a series of targeted engagements that focus on the human element within your contact centre operation. For instance, we look at everything from change management and the training required to support it, to coaching and developing leaders.

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People and process solutionsMaximize the potential of your most valued assets

Our people-focused offerings include:

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SERVICE

Change management - Our experts help you address critical areas that could affect the success of new technology and process initiatives. For example, we work on employee understanding of the strategy, buy-in, and the availability of appropriate tools.

Agent training - We work with you to build a systematic process for developing the knowledge, skills and attitudes of your employees, and align them to organizational goals. We specialize in such areas as customer service, cross-selling, up-selling, and objection handling. We also facilitate specialized training to support Do Not Call requirements.

Coaching and development - We can help you develop better coaching practices that will lead to improved quality monitoring, analysis and management of ongoing performance. We also address skills gaps and behavioural issues. Our methodology helps you determine what you should measure and how.

Leadership training workshop - Our experts will work with your management team to enhance their leadership skills and facilitate knowledge transfer.

Employee retention - We can help you improve recruitment, training, engagement and retention and create a culture that will make you an employer of choice. Our experts work with you to develop innovative programs to address the challenges of the employee lifecycle.

DELIVERABLE

• Seamless transition for new technologies and processes• Consistent performance results

• On or off-site training from industry experts• Employee alignment with business goals

• Train the trainer sessions with seasoned industry experts

• Understanding of skills gaps and requirements

• A toolkit outlining what needs to be measured and how• Knowledge transfer to key personnel

• Increased return on investment in your largest area of expenditure

• A more motivated workforce that will benefit from clearly identified career paths

The right process can be pivotal in driving your overall success.

Too often, change is initiated by introducing new technology with little time dedicated to implementing the processes that support the customer experience.

We have developed a suite of engagements focused on streamlining your contact centre processes as well as providing support in leading-edge areas such as speech analytics.

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Our process services include:

SERVICE

Process mapping - We review the sequence of events involved in your processes and help you streamline the steps required and the time and people involved.

Workforce management optimization (WFO) - Our experts review your workforce management deployment in order to identify areas that can be improved for greater efficiency and that will increase employee satisfaction and retention.

DELIVERABLE

• Improved workflow efficiency • Better resource optimization

• Ability to automate forecasting and scheduling• Higher performance levels and increased employee

productivity

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SERVICE

Call treatment – Ensure customers enjoy superior service, by reaching the right agents with the right skills. We work with you to understand what drives customer calls and how routing procedures affect cost and customer satisfaction.

Quality monitoring (QM) – Provides you with a framework to run an effective QM program that differentiates between agent, process and customer-driven issues.

Performance analytics – Our experts can help you clearly define performance standards and effectively measure them through quality reports and analytics.

Voice of the customer: speech analytics – Our consulting services and pilot programs help you drive the voice of the customer beyond your contact centre to address the root causes of customer calls.

DELIVERABLE

• Analysis of your call centre processes• Technology and process recommendations

• An understanding of QM priorities• Baseline requirements for front-line staff coaching

• Identification of what to measure and the relationship to your business strategy

• Reporting and analytics tools

• Recommendations on how to eliminate gaps between current performance and business goals

• Identification of areas that can deliver cost savings and performance improvements

• Ability to identify and analyze customer reactions and concerns that drive first contact resolution

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To learn more about enhancing quality monitoring in your contact centre, download our white paper Improving customer interactions: Finding the root cause of customer dissatisfaction with speech analytics

With our unparalleled depth of knowledge and expertise in contact centre integration and technologies, we offer a comprehensive range of end-to-end managed, hosted, or CPE-based (customer premises equipment) solutions. This allows us to be your single point of contact for all your needs.

By combining leading-edge technologies, professional services, and worldwide partnerships, we can tailor the best solution for your business and implement ongoing management so you can maximize the lifetime of your investment.

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IntegrationEnhance contact centre performance and profitability

Our integration services include:

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SERVICE

Voice self-service – We offer a wide selection of advanced speech recognition, text-to-speech, and voice verification technologies specifically designed to support the demands of today’s contact centre.

Multimedia contact interactions – With the latest in contact management and routing technologies you can handle customer transactions in all communication channels consistently and efficiently according to set business rules.

Intelligent routing - Our technology enables contact centres to route any customer interaction using any communication channel to the most appropriate agent.

Outbound dialling - Can be deployed across multiple sites to allow agents to engage in more proactive customer contacts.

Workforce management - Our solutions provide advanced tools for forecasting, scheduling and analysis of contact centre workforce strategies.

Quality monitoring and reporting - Our tools can be used to identify problem areas and provide the information you need to optimize your people, processes and technology.

CRM and agent desktop - We can help you improve your CRM strategies and provide more personalized service by integrating agent desktop technology tools with your existing CRM software, systems and databases.

DELIVERABLE

• Lower costs and staffing requirements• Improved security and customer support

• Improved quality control • Consistent customer service experience

• A set of business rules for managing contact routing at all levels of your organization

• Optimized productivity and efficiency

• Increased sales opportunities• Improved customer satisfaction

• Improved employee productivity• Optimization of existing resources

• More effective and efficient customer service• Faster problem resolution

• Increased employee productivity • Improved customer experience

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SERVICE

IP contact centre - This converged network solution allows you to deliver intelligent call routing and multichannel contact management over an IP network.

Reporting tools (Web Impresario and Presto) - This turnkey enhanced CTI toolkit is designed to integrate with Genesys, Cisco, and Nortel solutions to give agents quick access to key customer information at their desktops. Presto for Genesys is a data collection engine that enables managers to quickly and easily generate skills-based and custom reports based on standard Genesys statistics.

Proof of concept lab services and pilot project - We offer a controlled environment for testing and validating contact centre solutions and architectures according to your specifications and business needs. Our lab is available for performing pilots, proof-of-concept trials, and product testing and evaluation services.

Pre-paid technical support - You can enhance your maintenance contract with a range of flexible technical support offerings that address specific domains of contact centre expertise.

DELIVERABLE

• Lower communications costs• Improved efficiency and performance

• Enhanced customer service experience• Improved analysis and reporting

• Successful interoperability of even the most complex solutions

• Reduced risk

• Streamlined contact centre operations and reduced costs

• Unified voice and Web applications for greater efficiency• Optimized data and communications resources for a

faster return on investment• Maximized agent productivity and resource

management

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To get an understanding of what you can achieve with the information you’re already gathering about your customers, complete our assessment tool: Know your customer through better analytics.

Then get started on your plan to stand out from crowd by contacting your Bell representative or have a representative contact you at bell.ca/contact-me.

Why choose Bell for your contact centre needs?

Bell is a Canadian leader in converging information, communication and technology (ICT) strategies to help enterprises improve business performance, speed time-to-market, and evolve their business. The foundation of our world-class ICT infrastructure is a high-powered reliable network. Our highly skilled professionals offer diverse expertise in business process assessments, as well as solution design and deployment across a wide range of industries. Bell solutions and services can be customized to meet industry-specific needs and the business demands of today and the future.

For more information contact your Bell representative or have a representative contact you at bell.ca/contact-me.