STRATEGIC CONTACT CENTER CONSULTING

Sensiple with its 10 years of expertise in improving contact center operations, helps in delivering an optimized customer experience to your Contact

Center. Sensiple partners with you to map the best action for improving your contact center’s performance. We assess your current environment against industry best practice and recommend the best possible solution for each situation.

Our consulting team possesses extensive experience that we apply to every customer engagement. We help you to get the maximum value out of your contact center investment.

Sensiple’s contact center consultants will work closely with you and observe your contact center practices and recommend high-level plans with actionable best practices and recommendations. We take a constructive view of your contact center and a thorough assessment of people, processes and technologies as

well as a cost/benefit analysis, to make your contact center stand apart.

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Contact Center Consulting Process Overview

n Strategic Consulting

n Operational Optimization

n Technology Assessment/Selection

n Review of Existing Operations

n Existing Contract Review/Renegotiation

n Technology Roadmaps

n Vendor Assessment/Implementation

n Recommendations/Project Plan

Contact Center Strategy AssessmentnSensiple helps in devising a sound

contact center strategy nTechnology Assessment-gaps and

needs within your current architecture

nOperational Analysis-Command Center analysis with operational blueprints

nApplication Analysis- Agent desktop optimization, CRM adoption

nTelephony Analysis- IVR/ACD analysis and optimization, cost management

Workforce Management Methodology Consulting /Call Flow Process ConsultingnSensiple helps in examining all

aspects of your workforce management process and outcomes and uses tools, data analysis techniques

nSensiple’s call flow and process consulting assess the effectiveness of your phone, email, mobile, chat, IVR, self-service and web channels.

Contact Center ConsolidationnManaging disbursed contact centers and

delivering consistent service are anexpensive

nAfter carefully analyzing factors like Return on Investment, resources, contact center locations, technology requirements, staffing impact, a plan will be prepared for contact center consolidation.

nSensiple utilizes the most effective planning tool in determining the impact of consolidating contact centers

Contact Center Advisory Areas:

Review of Existing OperationsnAlign Operating Models w/Technology &

OperationsnAssess Internal/Vendor Mix, Rationalize

Global Designs & LocationsnIdentify & Prioritize Needed InitiativesnIdentify Costs of Selected Operating ModelsnEstimate Increases in Call EfficiencynCalculate ROInModify Roadmap to Maximize Early ReturnsnSensiple carries out a quality

assessment program that takes a holistic view of your contact center quality

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Multi-Channel and Multisite Customer Contact StrategynHelp in defining a vision and governance

structure for supporting Voice, fax, voicemail, IVR, web, social media channels

nDesigning a multisite environment that effectively optimizes resources and performance

Contact Center Health ChecknContact Center Health Check is a

consulting service tailored to suit the needs of clients

nContact Center Health Check helps companies in monitoring Service Level Performance, Average Handle Time, Abandon Calls and First Call Resolution rate.

nContact Center Health Check helps in improving operational performance, reducing expenses, increasing agent productivity and higher first contact resolution

360° Assessment Experience

Strategy

Our Team has the expertise to provide cost-effective and enduring solutions to improve performance and increase ROI, with focus areas such as:nCustomer Experience StrategynSelf-service MigrationnMulti-channel SolutionsnBenchmarking nTechnology TransformationnContact Center ConsolidationsnLocation StrategynExpansion PlanningnOperations OptimizationnCSAT AnalyticsnKnowledgebase DevelopmentnWorkforce ManagementnHuman Capital DeploymentnEnd-to-end HR SupportnWork-at-home Models

Solutions

We blend proprietary tools with a customized approach to shape and transform a client’s strategy. These tools include: nCurrent State AssessmentnBenchmarkingnSupport ModelsnAsymmetric Volume PlanningnRequirements PlanningnOutsourcing RationalenLocation FeasibilitynMulti-channel IntegrationnRFP Process SupportnVendor SelectionnContract NegotiationnGovernance

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Programs

We understand multi-channel services for Inbound, Outbound, IVR, Messaging, Alerts, e-Mail, Chat, and Social Media Programs for:nSalesnCustomer ServicenTechnical SupportnSurveysnLead Qualification/GenerationnAppointment SettingnSeasonal CampaignsnPolitical SupportnEnrollmentsnEmergency NotificationsnCustomer Loyalty/RetentionnFundraisingnDirect Response

Technology and Process

In whole or part, We offer clients a view of technical and process support tools to support a call center enterprise, such as:nTechnical SupportnUnified Platform SupportnUser MaintenancenLevel One Tech SupportnMonitoringnOperations SupportnOperations OptimizationnCommand CenternQuality and ImprovementnKnowledgebasenBusiness IntelligencenVoice/Speech AnalyticsnPerformance AnalysisnWorkforce ManagementnMulti-channel Skill RoutingnScheduling and Adherence

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Consulting CompetenciesnBusiness systems assessments nCost/benefit analysis and business case

developmentnOpportunity prioritization and risk

identificationnStrategic roadmap definitionnBenefit realization and performance

metric nMerger and Acquisition MethodologiesnProgram structure, resource procurement

and managementnOrganizational and Change Management nVendor buy/build analysis and product

selectionnRisk, Compliance and Governance

nSolution deployment and adoptionnBusiness/operations process design and

developmentnAs-Is and To-Be Process ModelingnProcess reengineeringnInstructional Design nTalent gap analysis and trainingnCenter of ExcellencenRequirements Gathering and AnalysisnConstituent buy-in and ownership transfernProgress reporting and measurementnTransitional planningnFunctional blueprinting and assessmentnBusiness system designnSystem integration nUser interface designnNew tool development and introduction nData analyticsnDatabase designnTechnology alignment and utilizationnTechnical Writers

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CORPORATE OFFICE1000 Route 9 North, Suite 303 Woodbridge, NJ 07095

Phone : 732 283 0801

Fax : 732 283 0489, 732 283 3775

OFFSHORE OFFICEPlot No: 9/A15, SIPCOT IT Park Padur Post

Siruseri, Tamilnadu 603 103, India

Phone : +91 44 4741 9000

Fax : +91 44 4741 9100

OMAHA OFFICE13011 Scott St, Omaha, NE 68142

Phone : 402 505 7790

Fax : 402 505 7798

SINGAPORE662, Woodlands Ring Road

#5-226 Singapore 730 662

Phone : 65 6279 1053

Why work with Sensiple?n Highly-experienced people with 15+ years and

proven track records. Our recommendations and services are based on real knowledge gained through extensive personal experience in similar situations

n Cost Effective: Sensiple uses smaller teams staffed by more experienced consultants, our teams do not require as much oversight or long familiarization periods

n End-to-end Customer Experience solutions and services

n A proven track record in assisting large and small contact centers in agent optimization and reducing total cost of ownership

n Delivering better customer interactions based on predictive Customer Service Analytics

n Compelling Set of solutions to “Wow” your customers: cutting-edge solutions that will help to treat each customer uniquely