our
expertise..
Contact
Centers
Define Strategies & Roadmaps
Create Inspiring Visions
Build, transform and operate In-house & Outsourced Contact Centers & Help Desks
Set-up Customer Care Units & Complaint Management Systems
Develop Organizational Structures
Define Job Descriptions
Design IVR & Self-Service Menus
Develop and Execute Training & Development Plans
Team Building & Motivation Programs
Improve Collections & Recovery
Improve Sales/Tele sales Conversion
Prepare and Represent Awards
Elevate Customer Satisfaction
Increase Staff Satisfaction
Social Media Integration
Customer
Experience
Health Check and Gap Analysis
Digital Maturity Index
Customer Experience Strategy, Framework & Roadmap
Customer Journey
Voice of Customer (VoC)
Use of AI applications in CX
Digital Customer Experience
Customer Experience KPIs
Breakthrough Innovation
Customer Communication Channels
Customer Care & Customer Feedback
Integration of All Customer Touch Points
Operational
EXCELLENCE
Process Mapping & Design
Back Office Process Automation (Robots)
Standard Operating Procedures (SOP)
Service Level Agreements (SLAs)
Key Performance Indicators
QA & QC Parameters
Credit Admin & Documentation
MIS & Reporting
Customer
Care
Setup Customer Care Units
Develop the Escalation Matrix
Capture & Analyze Customer Feedback
Develop Enterprise-Wide Ticket/Complaint Management System
Analyze Trends & Pain Points
DIGITAL
TRANSFORMATION
Digital Maturity Index
Use of AI applications in CX
Process Automation (RPA)
Digital Customer Experience
Breakthrough Innovation
PROJECTS
Setting up New “Turnkey” In-house & Outsourced Contact Centers
Market Survey
Location Analysis & Selection
Location Development
Infrastructure & Network
Furniture & Equipment
Technology & Systems
Recruitment
TRAINING &
DEVELOPMENT
Develop and Execute Training &
Development Plans
Specialized Contact Center & Customer Service Training & Certification Programs
STRATEGIC
PARTNERSHIPS
Corporate Strategy
Corporate Governance
Business Continuity
Branding & Digital Marketing
Market Research
Shari’ah Consultancy & Training
FINANCIAL
ADVISORY
Financial Planning & Modeling
Pre-IPO Readiness & Valuations
CALL CENTER TRAINING &
CERTIFICATION PROGRAMS
Operation Management Training & Certification
- Certified Call Center Agent – Inbound
- Certified Call Center Agent – Telesales
- Certified Call Center Supervisor
- Certified Call Center Manager
Operation Support Training & Certification
- Quality Monitoring Certification
- Workforce Management Certification
- Customer Satisfaction Certification
- Quality Excellence Auditor Certification
Talent Management Training & Certification
- Leadership & Organization Certification
- HR Management Certification
- Certified Contact Center Coach
- Certified Contact Center Trainer
CALL CENTER
CERTIFICATION
The “Center of Excellence” Certification
- 41 KPI Benchmark Survey
- 24 Discovery Processes
- Customer & Agent Satisfaction Survey
- Deep Dive Diagnostics
TRAINING
METHODOLOGY
Customized Training per Industry
Pre-Training Assessment
Post-Training Coaching
In-Class & Virtual Delivery Options
Interactive
Performance-based
GENERAL TRAINING PROGRAMS
Team Building Skills
Efficient Negotiation Skills
Supervisory Skills
Managerial Leadership
Efficient Leadership
Managerial Follow-up
Change Management
Balance Score Cards
Customer Service Development
Managerial Supervision
Executive Planning
Strategic Planning
Management Coordination
Problem Solving & Decision Making
Creative Thinking & Problem Solving
SPECIAL TRAINING PROGRAMS
Business Continuity Management (BCM)
Total Quality Management (TQM)