Operational Design & Support

Key to any successful operation is the support they are given. It’s all well and good having bums on seats, but if they’re not sat on them, dealing with the right calls at the right time, then the operation will simply fail.

Our specialists understand the planning cycle, ensuring that the right people are online dealing with the right customer contact at the right time, then learning and rewarding based on performance against targets. They also recognise that not all contact centres have a Mystic Meg and so understand that support functions also need to react when there’s a blip in the plan!