The contact centre is the communications hub of many organisations. The success of the contact centre directly impacts customer service and, in many organisations, sales. Although a critical element of infrastructure, a poor contact centre can have a very negative impact.

BBW support clients with all sizes of contact centres, from small help desks of 2 or 3 people up to large teams of thousands of agents. As an independent consultancy, we do not sell contact centre systems, we advise clients on procurements, best practice and optimisation.

Typical BBW contact centre projects include:

• Procurement of new contact centre systems

• Benchmarking contact centre technology costs

• Contact centre audits and optimisation

• Improving contact centre performance and productivity

Our contact centres skills are based on many years of real word experience in the procurement and management of multimedia contact centres.

Insurance Company Case Study – 2000+ agents – BBW recently completed a contact centre strategy review for a major UK insurance company with several thousand agents. The review comprised the costs, service levels, technologies and functionality of the existing systems and the development of a strategy for the future.

National Solicitors Case Study – 150 agents – This client has 150 agents across 4 UK locations. Staff handle a combination of telephone calls and emails. BBW managed the procurement of a new system which has resulted in improved customer service and much greater management of information for the firm.

Professional Body Case Study – 12 agents (Example of a smaller requirement) – This professional membership organisation has a members service team of 12 people. The staff handle both emails and telephone calls and make extensive use of reporting and performance tracking. BBW managed a review, service design and procurement project for this client.

About BBW

BBW is one of the UK’s leading independent communications consultancies with an impressive track record of delivering effective solutions to clients. By offering a comprehensive range of professional, technical and business communications advice and support, BBW is able to cater for a broad range of communications requirements.

As a strictly independent consultancy, we are able to offer our clients truly impartial advice.