The Contact Centre is often the first point of contact for a customer and can represent a “moment of truth”. What happens during this initial interaction will determine how the customer feels about the organisation. It is critical for your call centre to be as good as possible. But how good is good? A contact centre Health Check is a highly effective contact centre management...

Multiple Channel Management The modern contact centre is faced with the pressure of communicating with customers using all available channels, telephone, post, email, web, sms, social media. But are these contact centres proactively managing the quality of the responses across these channels or are they simply reacting to these enquiries in an uncontrolled manner? Is there a clear call centre management...

Training & Coaching

Your people represent one of the largest costs within your contact centre, so making sure that they have the right skills to do the job is important. As soon as a new agent is recruited, then time and money is invested in call centre training then on the products, services, systems, process and company policy. Then they are let free on the phones. What happens when they are no longer new? Your...

New Call Centre

A new call centre is a significant investment and one where the consequences of choosing the right location and the right facility will impact business performance throughout the lifecycle of the operation. A new call centre set up is no easy challenge Remember that contact centres have many components: The People Processes The...

Outsourcing

Are you wishing to enter the contact centre market for the first time without incurring the cost of setting up and running the operation? Perhaps you have an in-house contact centre and wish to move the operation or some of activity to an outsourced provider? Contact Centre Outsourcing is still a hot topic in the customer service industry today...

Interim Management

We recognise that it is not always possible to resource your internal call centre programmes quickly. Recruitment lead times can often result in delays or pressure on existing customer facing teams. Synergy Organisational Solutions has the answer We can support you with your contact centre resourcing requirement whatever that is and wherever it is worldwide. Our...

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Welcome

Synergy Organisational Solutions is a long standing international call centre consultancy

With considerable call centre consultancy experience, Synergy Organisational Solutions really understands the challenges and demands on today’s contact centre. Right now, the pressure to deliver results with limited resource has never been greater. We understand those pressures and tailor solutions to provide effective results, quickly.

The team at Synergy Organisational Solutions have over 30 years marketing, contact centre and HR experience and have worked with companies from around the world in a variety of sectors, including Telecoms, Financial Services, FMCG and Education.