Building the agility teams need to thrive

In any organisation the contact centre is the life blood and the connection to the customer.

To thrive in a complex and volatile world contact centres need the agility to think and move quickly so they can adapt to deliver outstanding customer experiences.

The solution is BUILT-IN AGILITY

check out our clients results

Engagement increased 55% contact volume reduced 5%

CSAT increased 30% attrition reduced 50%

First contact resolution increased 19%

complaints reduced 36%

we have been successful across every part of operations

inbound - outbound - credit & lending support - it support - sales - complaints

collections - recoveries - administration - escalations - coaching & capability

What set The Agile Contact Centre apart is that you tuned the approach to suit us. I’d highly endorse you guys to anyone seeking to improve their agility

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Creating an environment that encourages input, ideas & feedback has allowed us to find quick wins on process changes and systems that had been too hard and a low priority for along time
We saw how internally focused and siloed our measures of success were and decided to take shared accountability for one KPI across all the teams. For the first time we collaborated to solve pain points right across the customer journey
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Visualising our work and holding daily stand ups allowed us to decide on the priorities as a team. This meant we had freedom to control our own schedule, including when we took our breaks
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Through visualising the work the team could identify the process failures and dramatically reduced outstanding service cases from nearly 400 at any one time to an average of only 70
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What set The Agile Contact Centre apart is that you tuned the approach to suit us. I’d highly endorse you guys to anyone seeking to improve their ability to respond quickly to customer needs
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The Agile Contact Centre achieved the impossible with our team - they built and led a contact centre where people enjoyed coming to work and customers felt appreciated. Not to mention making what was perceived as an uncool job - cool!
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