Consulting and Contract Services

Centric Consulting offers expert advice and guidance to a range of organisations by helping them to discover the basic requirements of good customer service and form simple and effective solutions.

Our primary focus is to ensure that your organisation can deliver excellence in customer service. In order to do this we focus on working with you to ensure that we have a comprehensive understanding of your business and your customers. Essentially, we help you to ‘know’ customer better than they know themselves. We work with you to identify who is contacting you and why.

Service Reviews

Service Reviews provide an opportunity to examine and evaluate the effectiveness of your business and operations. They often help to provide clarity to the organisation about ‘who’ they are and ‘what’ they do. Creating this baseline is an important measure in defining and recognising the need for and effectiveness of change. Centric Consulting conducts in depth service reviews to identify opportunities for service improvement in customer service, service efficiency and staff satisfaction.

Contact us to discuss how a service review can help to deliver excellence in your organisation.

Contact Centre Modelling

What is Contact Centre modelling? Contract centre modelling examines your historical call or contact data to determine exactly how many people you will need at a given time to deliver your service to a specified standard. Getting your staffing numbers wrong can not only affect your “people” budget, but will also affect staff morale, customer service performance and the overall operational health of your customer service environment.

Customer Friendly Business

Often people will ask, “what is the best customer service solution you can recommend”? Well, the best customer service solution is often the one that provides accurate, relevant information, and is completed in the shortest time possible. Does that mean a customer service call should be rushed? Certainly not, but it should be as efficient and accurate. Key to all of this is the honesty delivered to customers. Did you know that most people will not be disgruntled if you cannot provide an answer to their request? It’s far better to recognise that certain information is not always at hand and when this happens, giving the customer an assurance that you will find an answer, and most importantly “get back to them” as soon as possible will go a long way to delivering a positive customer service experience for that person.

Centric Consulting can help you to develop and deliver customer friendly solutions that are simple, honest and effective.

Workflow Optimisation

Have you ever spent time in an organisation – long enough to hear people say “there’s a faster/better way to do this but we’re stuck with what we have. It’s frustrating!” If you’ve ever heard this, or words to this effect, then chances are your workflows could do with some attention.

Workflow can be directly responsible for poor customer service if the process lasts any longer than it should. Did you know that by increasing the efficiency of workflow during customer interaction can result in;

• greater customer satisfaction
• an increase in staff satisfaction and,
• an increase in the positive performance of your customer service environment?

Indirectly, this also affects staff attrition rates, customer complaints and the time taken to manage complaints.
Let’s not forget that other important component of efficient workflow – efficient performance leads to lower operational costs. Especially for your “people” budget!

Contact us for a “no obligation” discussion about workflow optimisation.

Change Management

Change in any organisation is inevitable. Change in life is inevitable. Without embracing and effecting change we place ourselves at risk of becoming outdated and ineffective. At Centric Consulting change is looked upon positively. The term “change management” works a whole lot better when the word “positive” is applied. “Positive Change Management!” When change is approached in a positive, open and collaborative manner, good things happen. Centric Consulting applies this attitude toward the way change is planned and actioned. Sure, not everyone will embrace positive changes, but accepting this fact is also a part of the change process.

The style of change management applied by Centric Consulting is inclusive of all. It has to be. Our change management techniques also examine the fundamental reasons for change, and that is: “Will the changes applied be good for all involved?”