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)