CONSULTING SERVICES FOR YOUR ENVIRONMENT

SBS Consulting Team

Our team of experienced consultants cover several different area of call centre capability:
Operational consultants who undertake healthchecks, manage improvement / transformation projects and support new centre setup;
Training Development: Program success rests on how well each individual delivers the message.
Training program design from concept to the training the messengers!
Coaching and training consultants who ensure that the centre management team can cope with the 'people' challenges that they face
and that leading practice approaches are engrained as part of the call centre culture;
Technical consultants who help to introduce new technologies, ranging from VoIP voice/data communications infrastructures through
to CTI and speech recognition;

Solutions Consulting

Strategic Consulting
Results Oriented Contact Center Audit
RFP design, vendor selection, vendor management
in-house Contact Centre Administration and Management
Hosted solutions for inbound and outbound communication
Performance Management Software
Coaching and Training design and delivery to develop you and your staff;
Quality Assurance Development, Monitoring, and Operating
Performance Management that drives improvements in KPIs and quality.
BPM Software
Vendor Management
RFP Preparation
Build a new contact centre, or relocate an existing one
Pay as you go IVR and Web Services
Credit Services
Early and late stage Credit and Collections Services

Our team has implemented thousands of inbound and outbound call center programs
How good is your current operation?
What improvements do we need to make as a priority?
The Contact Centre Review
SBS provides assessments in two different types of review:

  1. A One Day Insight undertaken onsite by SBS consultants - this is a chargeable service
    where we spend a day on site looking at all elements of your operation. Through our
    experience we are able to focus down on the key factors of performance and as a result
    provide you with an improvement plan that you are able to implement straight away to
    make an immediate impact;
  2. An extensive contact centre review benchmark that allows you understand your relative
    performance in comparison to your potential performance. This gap is quantified in
    terms of business benefit allowing your senior management team to make a business
    case justification for making long term improvements.

SBS will

Review your operation to gain an insight into what you are doing well and where you
need to focus your attention in your contact centre.
Get Buy-in for change: We work closely with every level within your operation from the
head of Operations to the hands Customer Service and Sales Representative. Every
individual has insights that may contribute to the solution!
Combining
Reduce your costs through improvements to staff retention or by automating those
customer contacts that add little value for your Agents to deal with;
Increase your revenues by selling more effectively through improved inbound and
outbound productivity and increased conversion rates;
Outsource your operation if that is the agreed upon optimum solution
from business justification through to successful implementation;
SERVICES OFFERINGS

Solutions Consulting
Strategic Consulting
Contact Centre Audits
Performance Management
Software
Training
Call Centre Operations
Solutions
BPM Software
Vendor Management
RFP Preparation

Automated Services
Pay as you go IVR and Web
Services

Credit Services
Early and late stage Credit
and Collections Services
SBS Communications Inc. Toronto, ON, CANADA
TELEPHONE: 416.441.2860        TOLL FREE: 1.888.562.4179        FAX: 416.441.4026