Operations diagnosis

We carry out an analysis of the CCC environment using the Triad Audit evaluation framework. It measures the CCC’s operational performance in the three fundamental areas of management: human resources, work processes and technologies. Results are then compared with those of benchmarking studies to offer potential solutions that draw on good practices that are also profitable.

Strategic positioning

We offer a strategic plan review to improve the vision and governance structure following changes in the organization, addition of new technologies or changes in the customer service offering. We can also assist you in planning change management.

Feasibility studies

We help you with impact assessment during changes or transformation in your contact centres, so rollout or implementation can occur with minimal negative impact on your operations. We consider the impacts on human resources and business processes in order to facilitate change management.