Overview of Professional Services
ADEL solutions utilizes its more than 20 years of experience to deliver personalized consulting and professional services to meet your needs. We'll thoroughly analyze your needs and provide you with efficient and effective solutions that will optimize your voice traffic and contact centre performance. Although our clients benefit most from individualized service packages, the following are the most common examples of ADEL services:
Contact Centre Assessment
One of our core consulting competencies is conducting assessments of your entire call centre operation. Many of our clients come to us looking for operational improvements where ever they can be found. A complete call center assessment is an excellent way to identify the strengths, weaknesses, opportunities, and threats to your operation.
Throughout the analysis, our seasoned consultant will identify strategies that may improve customer relationship management, cost savings, increased customer services, revenue lift, or other more specific benefits such as reduced turnover, higher retention, or growth in customer base. The result is a holistic view of your Contact Center, and a set of recommendations that are actionable, which can lead to real, measurable improvements in your Customer Service Strategy.
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Implementation
ADEL tailors its implementation strategy based on the exact context and requirements of each client. The following Implementation methodology aims to achieve the client’s objectives while minimizing investment costs without compromising quality or security. It may be adapted to reflect the project and specific needs of each client or project.
The phased approach ensures transparency, communication, and a rigorous follow-up of the project status, while being managed by one of our project managers. The project implementation is broken down into 4 phases, each phase having its own set of deliverables.
Time Frame is based on complexity of project.
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Project Management
ADEL works with you on initiatives of any size to reduce the project backlog. We provide the experience, knowledge and resources to complete projects on time and on budget. Let us develop your plan for your implementations by managing the scope, timing and quality control with our best-in-class resources. The following is the list of key deliverables normally covered in our projects:
• Creating the project roadmap
• Determining the risk/success factors,
• Establishing the major milestones
• Delivering a communication plans to meet your requirements
• Implementing Backup & Disaster Recovery Planning
• Support Planning
• Developing the Training Plan
• Pilot Testing & Monitoring
• Cut-over/Rollout Planning
Reliability and IT environment integrity remain a top priority through the testing, training and cutover phases. We manage the process and help our clients measure costs and benefits to achieve every organizational objective.
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Workforce Management
Putting the right people in the right place is critical to meeting your Service Level objectives. The team at ACCS can help you maximize your resources by developing a tactical plan that will help you achieve the desired results your center requires.
- Evaluate or establish workflow forecast to determine required resources or operational capacity.
- Evaluate or create staffing models to determine required resources and associated labor cost for handling workloads.
- Provide scheduling recommendations to ensure service targets are achieved.
For more information, please contact us:
Toll Free: 1-877-225-8923 | Email: info@adelsolutions.com