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Business Presentation

CONSULTING AND SOLUTIONING

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Getting The Best Out Of Your People:

​At HyperCS, we assist you in hiring individuals with strong communication skills and a positive attitude towards customer service. Our services include crafting job descriptions, implementing targeted recruitment strategies, and providing screening and interview training.

We also offer analysis, recommendations, and training on call handling techniques, product knowledge, and customer service best practices through our advanced training programs.

We help establish clear performance expectations and targets for call handling times, customer satisfaction, and other key performance indicators tailored to your business. Additionally, we foster a positive work environment that encourages teamwork and recognition. This includes first and second-line management techniques. 

Our approach is rooted in our ACE IT values, focusing on empowering your management team to enable your staff to make effective decisions and resolve customer issues. With our extensive industry knowledge, we emphasize on technology and digital transformation to improve efficiency through AI tools and automated call routing.

Getting The Best Out Of Your Processes:

The HyperCS team identifies critical processes for your contact center's success, including call handling, customer service, and issue resolution.

Once these processes are identified, we analyze them to find areas for improvement through methods like process mapping and root cause analysis.

We develop tailored improvement strategies, focusing on optimizing staff communication, and discuss these strategies with you before implementation.

Next, we implement and monitor the improvements by tracking key performance indicators, conducting audits, and gathering feedback from staff and customers.

We treat analysis and improvement as ongoing tasks, ensuring processes continuously meet the needs of your contact center and customers while benchmarking against industry best practices.

PACKAGES
Outdoors Meeting

Diagnosis and Recommendations

The diagnosis and recommendation process involves a comprehensive assessment and audit of your call center operations, leading to the creation of a tailored plan to address identified issues and enhance performance.

This process is designed to optimize call center operations, improve customer experiences, and help clients achieve their business objectives.

**Initial Contact Center Diagnostic Includes:**

  • Five full days of consultancy

  • A comprehensive report detailing our findings

  • Customized recommendations and an actionable plan for you to implement at your own pace

  • A complimentary follow-up consultation 90 days after the diagnostic to review your progress.

Diagnosis, recommendation, and support

Package 2 is designed for contact centers seeking additional support in implementing recommendations from Package 1. This service goes beyond recommendations by offering ongoing monthly guidance, regular progress meetings, and tracking assistance, ensuring that you, your team, and your business maintain control over the implementation process.

**Package 2 Includes:**

  •  All elements from Package 1

  •  Five days of project consultancy per month for up to three months

  • Weekly progress meetings and guidance

Business Meeting
Business Meeting

Diagnoses, recommendations, support, and delivery.

This package enables you to concentrate on other critical areas of your business while the HyperCS team manages the entire project. We take responsibility for implementing recommendations and necessary changes, ensuring full stakeholder engagement, visibility, and reporting.

**Package Includes:**

  •  All elements from Options 1 and 2

  • Customized number of consultancy days based on project scope

  • Weekly project review meetings

  • Comprehensive reporting and governance

  • Training design and change management workshops

  • Attendance and decision support for internal meetings

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