Consultancy Services
At OptimUz we offer a list of consultancy services that aim to help our clients increase their productivity and the level of services they provide.
1. Operational Consultation
We help the business to Design, Create and Implement the following:
- KPIs
- SLAs
- Policies & Procedures
- SOPs
2. Managerial Consultation
We support the managers to perform better through offering guidance in the below areas:
- Workforce Management
- Reporting Systems
- Performance Management
Train the Trainer
3. Structuring/Restructuring
We guide our clients in the process of structuring new teams or restructuring an existing team through the below steps
- Team Mapping
- Tasks Mapping
- Services Mapping
- Workflow Mapping
- Escalation Matrix
4. Quality Assurance
Our Quality Assurance system is based on a professional and well-designed process which ensured higher service levels and customers’ satisfaction. It goes mainly through the below steps:
- Preparation
- Assessment
- Discussion
- Exploration
- Analysis
- Outcomes
5. Performance Audit
Through our Performance Audit program, we help our clients to improve their compliance level, efficiency, and productivity through monitoring and analysing the below:
- Call center performance
- Agent Efficiency
- Processes & Procedures
- Call Center Scripts
- Agents Onboarding & Training Plan
- Agent’s Knowledge Level
- Workforce Management
- Customer Satisfaction Levels