"Expertise"
beCogent offers expertise throughout the life cycle of a project, from the initial tender process through to full implementation.
"Blended solutions" beCogent offers a unique blended approach to services, ensuring productivity and performance reach optimum levels.
"Transparency"
Our clients have the keys to our business, they can visit whenever they want to, for as long as they want to. We are proud of the service we offer.
"Reporting"
Our unique suite of reports adds real value to our clients' businesses and supports their decision making processes in real time.
"Training"
Our staff never stop learning. They have access to a comprehensive suite of learning opportunities and are encouraged to continually improve their skills, experience, and knowledge.
Consulting
beCogent are experts in the design, set-up, and management of modern call centres. Our expertise covers technology, resourcing, and operational management.
Our clients include some of the UK’s most prestigious blue-chip businesses, operating in the retail, finance, and telecommunications industries. Our consultants have supported them in numerous ways, including driving efficiencies within their internal call centre operations.
beCogent offer a Healthcheck service, designed to quickly diagnose the main problems affecting contact-handling performance. This is a clean-sheet approach, there is no information to supply beforehand (unless you want to), no technology to buy, no training courses to sign up to, no new technique to study or buy into. Our consultants learn your operation, in your environment and given the tools at your disposal help you to run your operation more effectively.
And we do it on the day, right there with you. We don’t just sit, observe, ask questions and then produce recommendations weeks after with pricing list for future work. Our Healthchecks are designed so that you get as much out of the time with our consultants as possible. Typically, healthcheck sessions can cover:
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Sizing
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Forecasting
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Management Information and Reporting
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Customer Experience
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Employee Experience and Engagement
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Resourcing and Resource Management
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Real-time management
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Customer contact
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IT
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Training and Development
Case Study:
beCogent assisted a well-known prestigious retailer using the Healthcheck approach. The brief was to assist 24 of their call-centres to improve performance in time for the 2006 peak in retail traffic (Nov – Jan). All 24 centres were visited in a 6-week period, along with 4 regional seminars, with each centre receiving a Healthcheck. The improvements were, in some cases immediate, and in all cases beneficial. In one instance a centre went from an average 50% service level performance before the visit to a consistent 90%+ after. In comparison to 2005, overall performance showed:
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Abandoned calls reduced by half
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26% more calls answered in target time
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Sales improved by £2.3 million
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Mystery Shopping % increased by 3%
For further information on beCogent’s consultative approach contact info@becogent.com
or ring +44 (0) 1236 628 100